One of the most difficult things a CSM has to do, once they’ve identified a customer is at risk, is figure out how to mitigate that risk.

A Suggested Action is a recommended action that will increase the Engagement Level of an account. Suggested Actions are entirely data-driven based on unique factors that could significantly improve an account’s health. Suggested Actions are unique to your organisation.

Suggested Actions are generated only when completing the action is predicted to increase the account's Engagement Level.

Suggested Actions have three components.

Action

This is the action a CSM should take to increase the Engagement Level on the account. Actions are based on product metrics. Example: Increase active users.

Metric change

This is the change in the metric that is required to increase the account’s Engagement Level. Example: (+5) for Increase active users means that the number of active users must be increased by 5. This can also be a percentage value, e.g. Increase total marketplace campaigns count (+9%) would mean to increase the number of marketplace campaigns by 9%.

Engagement Level

The account will move to this Engagement Level upon successful completion of a Suggested Action. Example: High indicates that for this account currently in Medium, completing the Suggested Action would move this account to a High Engagement Level.

Suggested Actions empower CSMs to take action on accounts early, to reduce the risk of churn. There’s no guesswork - be told exactly what to do for an account, and when, early enough to increase the likelihood of renewal.

With automated cadences, CSMs can take action on at risk accounts at scale, increasing workflow efficiencies.​

Suggested Actions appear in three places in Hook:

This is where you'll see Suggested Actions that improve the Engagement Level of a single customer. They can be found under the Engagement Level for an account.

Related Article: Hook's Engagement Level

This is where you'll see the most popular Suggested Actions for accounts across your organisation. See the number of accounts with each Suggested Action, and click to view the full account list.

Suggested Actions appear in groups. For example, grouped by Engagement Level or the renewal date for accounts. These Suggested Actions are summarised by topic as they apply to multiple customers. For example, Increase Active Users instead of Increase Active Users by 50%.

Related Article: Customer Distribution: See Your Forecast

The Suggested actions column in the Customers table can be used to view Suggested Actions for each account. Filter on this column to view accounts with specific Suggested Actions.

Related Article: Customers Table: Reporting on Accounts and Engagement Levels

Suggested Actions empower CSMs to take action on accounts early to reduce churn risk. There’s no guesswork - get told exactly what to do for an account, and when, early enough to increase the likelihood of renewal.

With automated cadences, CSMs can take action on at-risk accounts at scale, increasing workflow efficiencies.

Related Article: Add Accounts to a Cadence

Suggested Actions will appear on accounts meeting this criteria:

Suggested Actions will not appear on an account if:

Hook only displays Suggested Actions for at-risk accounts—those with Very Low, Low, or Medium Engagement Levels—and only if the actions will increase the Engagement Level.

Go to the Customers table and add a filter for Suggested Actions. Search for the Suggested Action to filter for these accounts.

Suggested Actions are currently not prioritised. This is on our product roadmap to order Suggested Actions by impact on Engagement Level.