See which accounts struggle, and help them inside your app
Nuri handles the “where is…” and “how do I…” moments inside your app. The dashboard shows you, account by account, who got stuck and what they asked, so your CSMs call the right customer.
Know which accounts need you
Your CSMs work account by account, but in-app help tools report one number for the whole product. “How is this customer doing?” ends up as a guess.
- Pass the account from your page with one call, and the Accounts tab lists every customer account that used Nuri: active users, goals, completion, unanswered questions, escalations and “No” answers.
- A struggle score per account, with every part shown: 3 points per goal sent to support, 2 per goal Nuri failed, 2 per “No”, 1 per goal stopped or abandoned.
- “Accounts that need you” lists the five highest scores of 3 or more. Each account has its own page: its top questions, its onboarding checklist progress and its conversations.
- Export the list, or one account’s conversations, as CSV for your CRM or your account review.
In the dashboard: Analytics > Accounts. Off until you turn it on for a site; the account id never reaches the AI model. Not on every plan: see pricing.
Hear about it in Slack, not in a churn review
A customer who gives up on a task rarely writes in. By the time the account review comes, the moment to help has passed.
- Slack alerts when a visitor asks for support, answers “No” with a comment, or when the guide keeps failing, with the question (masked), the account and a link to the conversation. Mattermost and Discord work too.
- A weekly digest in the same channel: the accounts that need you most and what drove each score, the week’s questions, completion, and how many went to support.
- Signed webhooks (HMAC-SHA256) send the same events to your CS platform, CRM, Zapier, Make or n8n, including a weekly “account needs attention” event.
In the dashboard: Sites > your site > Alerts. Only account owners change alerts and webhooks; members see them read-only.
Onboarding new accounts
New users skip the welcome tour, then email your team to ask where things are. Your CSMs end up screen-sharing the same five setup steps.
- An onboarding checklist at the top of Nuri’s panel, where each item is a goal Nuri walks the user through: “Invite a teammate”, “Connect your bank”.
- Audience rules show admins and end users different lists, by role, plan, language or days since sign-up. With account tracking on, each account’s page shows its checklist progress.
- A checklist can run on a schedule and start fresh each month or year, for a season start or a year-end routine.
In the dashboard: Engage > Checklist; Analytics shows checklist items done and checklists finished.
Ticket deflection
“Where do I download last year’s invoices?” costs your team a reply and your user a day, and the answer is a place in the app.
- Nuri answers from your help center and shows the article it used. Zendesk, Intercom, Freshdesk and Help Scout help centers are imported article by article and synced every day.
- Then it walks the user to the right button, step by step, across pages. When a form refuses to save, Nuri points at the field in error and explains the message.
- When Nuri can’t help, a Contact support button opens your chat or help desk, WhatsApp, email or your support page, in most cases with a summary of what Nuri tried.
In the dashboard: Analytics: deflection and escalation tiles, unanswered questions, every conversation to review, and a savings estimate from your own cost per ticket. Not on every plan: see pricing.
Release adoption
A feature nobody finds is a feature nobody uses, and a recorded walkthrough breaks with the next release.
- The release announcement preset sets up a two-week nudge (“New: export to Excel. Want a quick tour?”). Point it at a recorded flow and Show me replays it.
- Any nudge can be limited to a date window or a monthly window, such as the 25th to the 5th, and to the users you pick.
- Nuri reads the live page each step, so a moved button doesn’t break the guidance. Flows you recorded are flagged “Needs re-recording” when a step keeps failing.
In the dashboard: Engage > Nudges shows each nudge’s shown, accepted and dismissed counts and accept rate.
Numbers you can bring to a QBR
For each account, over 7, 30 or 90 days: how many of its users asked Nuri something, how many goals Nuri completed, what went unanswered, what reached support, and the questions asked most. Read them on the account’s page or export the CSV. The site’s savings estimate turns deflected goals into ticket cost avoided, with the formula in plain view; try it with your own figures in the ROI calculator.
Your whole team, with roles
Invite your CSMs with a one-time link. Members teach Nuri, edit nudges and read analytics and accounts. Owners also control the allowed origins, the support URL, the AI model, alerts and webhooks, and who is on the team.
What to know before you start
- Account tracking is off until you turn it on. The account is what your page says it is: pass it only from signed-in pages.
- Account ids that look like emails, phone or bank numbers, or secrets are refused in the browser and again on our server. The account id and label never reach the AI model.
- We don’t publish a deflection rate: we have no customer numbers yet, so we measure yours with you.
- Nuri points and explains; your users do the clicking.
- Nuri never reads form fields or what users type into your app. The question a user asks Nuri is sent to the model, with emails and long numbers masked.
- Web apps only, no native mobile apps. Nuri speaks English, French, Spanish, German and Arabic.
Also see support deflection, onboarding, payroll and HR software, integrations and security.
See it on a real app: try Nuri on Ledgerly, our demo invoicing app →
Try it on your own app, with us.
Free for 3 months for design partners. We set it up with you; you paste one script tag.