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Hey Hook: Getting the most out of Hook Chat

Your complete guide to maximise Chat/Hey Hook for Customer Success

Updated over a month ago

What is Chat/Hey Hook?

Chat/Hey Hook is Hook's AI-powered conversational interface that allows you to act instantly with a single prompt and get instant insight on risk, stakeholders, product usage or renewal blockers AND what to do about it. Think of it as your intelligent customer success assistant that can analyse data, surface insights, and help you take immediate action.

Core Capabilities & Use Cases

1. Instant Customer Intelligence

  • "What's the renewal risk for [Customer Name]?" and get immediate insights with supporting data

  • "How is [Customer] using our platform this quarter?"

  • "Who are the key contacts at [Customer] and how engaged are they?"

2. Proactive Account Management

  • "What customers need attention this week?"

  • "Show me expansion opportunities in my book"

  • "Which accounts have declining usage patterns?"

3. Meeting Preparation

  • "Brief me on [Customer] before my call today"

  • "What's changed since my last meeting with [Customer]?"

  • "What should I focus on in today's QBR?"

Best Practices

1. Start Broad, Then Narrow

❌ Poor: "Tell me everything about Customer X" 
✅ Better: "What's the renewal outlook for Customer X?" 
✅ Best: "Customer X's renewal is in 60 days - what are the top 3 risks and recommended actions?"

2. Context-Driven Queries

Always provide context to get more actionable insights:

Current situation: "Customer X just had a leadership change..."
Timeframe: "...in the next 30 days"
Specific concern: "...what does this mean for our renewal?"

3. Action-Oriented Follow-ups

Don't just gather information - use it:

Initial: "Which customers have low usage this month?" 
Follow-up: "Create outreach templates for the low-usage customers" 
Action: "Which stakeholders should I schedule check-ins with, for the top 3 at-risk accounts"

Strategic Use Cases by Customer Journey Stage

Onboarding (0-90 days)

  • "How is [New Customer] progressing through onboarding milestones?"

  • "What onboarding activities are overdue for my new customers?"

  • "Which new customers need immediate intervention?"

Growth/Expansion (Active customers)

  • "Show me upsell opportunities in my portfolio"

  • "Which customers are using features that indicate expansion readiness?"

  • "What's the usage trend for customers who expanded last quarter?"

Renewal (90 days out)

  • "Renewal pipeline review for next quarter"

  • "Customers with declining health scores approaching renewal"

  • "What renewal strategies worked best for similar customer profiles?"

At-Risk/Churn Prevention

  • "Alert me to early churn indicators across my book"

  • "What intervention strategies have worked for similar at-risk accounts?"

  • "Show me the complete risk timeline for [Customer]"

How to integrate this into your workflow

Daily Workflow Integration

Morning routine:

  1. "What needs my attention today?"

  2. "Any urgent customer situations overnight?"

  3. "Meeting prep for today's calls"

Weekly planning:

  1. "Weekly portfolio health check"

  2. "Upcoming renewal preparation needed"

  3. "Expansion opportunity pipeline review"

Team Collaboration

  • Share insights discovered through Chat/Hey Hook with team members

  • Use findings to update CRM records and action items

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