Sophisticated API Analytics for Customer Success Teams

Proactive Notification of Endpoint Issues

Using Moesif, the five-person customer success (CS) team monitors real-time traffic to see when a route is having issues, causing a high error rate. Through custom dashboards that they created, the CS team looks at the health of routes in terms of airtime, which is Reloadly’s main business metric. If a problem is identified, they then can take action behind the scenes by:

• Switching the route to a backup route,
• Automatically altering the telco to what's going on,
• Notifying customers of impending potential problems.

By being proactive and knowing ahead of time when a given route is having problems, they can fix the issue before it affects too many users and not lose traffic, which translates into not losing business.

“In terms of ROI, one way to look at it is that with Moesif we can get advanced knowledge of issues that allows us to be proactive and take action, which leads to greater business satisfaction,” Emmanuel Piard, Co-founder and CTO, Reloadly.

Optimizing E-Commerce

Reloadly has also set up other queries that monitor strategic business metrics. For example, they have a dashboard that tracks the real-time gift-card success ratio, i.e. the rate that customers successfully complete gift card (gift certificate) checkouts. If a transaction fails, then using Moesif, Reloadly can troubleshoot the problem:

• Identify the exact route of the unsuccessful checkout,
• Contact the selling vendor with the specific errors they’re seeing,
• Provide further information to the purchaser.

“Depending on the nature of the business the actions we take from these query results might be different - actions for airtime are different from gift card because they’re not the same businesses. But what's important here is that we capture all the data and analyze and display it with Moesif, and that allows us to make sense of whatever the issue is, in whatever business line,” Emmanuel Piard, Co-founder and CTO, Reloadly.

Multi-Channel Alerts

For key customers, Reloadly wants to make sure that everything is running as smoothly as possible. Customer identification has been added to alerts, so that as events come in they’re cross-matched to customer_id, and if they pertain to a high-value customer then the CS team is alerted on both email and Slack. The real-time notification to the CS Slack channel helps Reloadly be über proactive and address issues as quickly as possible.

Fraud Detection and Analysis

The CS team also uses Moesif in some very creative ways. For example, they created queries into the system that zeros down on fraudulent transactions to identify perpetrators.

“Moesif has become a kind of go-to tool to do granular analysis on our metadata, identifying fraudulent use, erroneous routes and using Moesif to generate other creative insights,” Arun Patra, Chief Architect, Reloadly.

Tracking Credit Usage and Balance

Because Reloadly’s API leverages a pay as you go model, customers purchase credits to use the API. Reloadly’s CS team leverages Moesif to get a Slack alert when a customer’s wallet has an insufficient balance or has payment errors. This means a customer was not able to complete their transaction successfully and CS can reach out to that customer. This enables Reloadly’s CSM team to proactively reach out to struggling customers and drive revenue.

Quality Assurance

Because Reloadly is a two-sided marketplace, they have both customers using their API, but they also route those requests to specific telco providers. If a customer is using a provider that’s having issues, it’s important for both Reloadly and that customer to know about it. As part of conforming to its functional requirements, Reloadly tracks multiple metrics with Moesif around both customer and provider health.

When call latency, for example, drops below a predetermined threshold, a notification system enables Reloadly to rapidly respond and fix the issue. Or when a customer’s wallet is running out of funds an email is sent informing them that they need to replenish, before they’re disconnected.

Tracking Feature Adoption / Popular APIs

Telecom is very region dependent. When new features are moved to production, Reloadly’s product team monitors uptake by geography to determine how much the feature is being used, how it’s being used and whether to modify it. Similarly, through Moesif, Reloadly is able to clearly see which customers are interested in which APIs. Marketing then takes that information and uses it as an opportunity to upsell other things.