Refiner

Use Case Scenarios

• A detractor score that reaches a human the same hour

  On New Survey Response fires on a completed NPS survey. The agent reads the score and the comment, calls Get Contact for the traits Refiner already resolved, and posts the whole picture into the customer success channel in Slack with the plan and renewal date beside the verbatim. Tag Survey Response marks it as escalated so the reporting dashboard groups it with its siblings. If the account crosses a value threshold, the same message opens a follow up in Zendesk. The response never waits for an export.

• Targeting that reflects what billing knows

  On a schedule, the agent pulls accounts whose stage or renewal date moved in HubSpot, then calls Identify User for each one so Refiner holds the current plan, seat count and contract value. Add User To Segment places the changed accounts into a manual segment that a renewal survey targets. Because only manual segments accept membership writes, the agent checks the segment's manual flag from Get Segments first rather than discovering the refusal at write time. The survey then addresses exactly the list the revenue team built, without anyone maintaining it in two places.

• A score that shows up where the team already looks

  Get Reporting runs weekly for the Net Promoter Score over the trailing period and appends the figure with its promoter, passive and detractor split to a tracker in Google Sheets, then posts the movement to the team channel. When a release window opens, Publish Survey starts collection and Unpublish Survey closes it at the end without archiving or deleting anything, so the same survey can be reused next cycle and the historical responses stay in the score.