Customer Support

How to score customer health as Educators, Coaches, and Course Creators

Customer SupportFor Educators, Coaches, and Course Creators2 apps10 steps~20 min to set up

You have 200 students spread across Kajabi or Teachable, a Stripe dashboard, a Calendly booking page, and a Notion doc where you've been manually logging who attended the live call and who's gone quiet. You have no system that tells you which students are at risk of dropping off before they finish — you just notice, six weeks later, that someone stopped showing up and never asked for a refund. You rebuild the 'who needs a check-in' list from scratch every cohort. The students who email you are fine; it's the ones who go silent that churn. You need a health score before they disappear, not after.

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Customer SupportFor Educators, Coaches, and Course Creators2 apps10 steps~20 min to set up

Outcome

What you'll set up

A live student health score for every active enrollment, pulling from payment status, module completion, last login, and live-call attendance — no manual spreadsheet updates

An automated watch-list that surfaces students who've gone quiet in the last 7 days so you can reach out before they quietly cancel

A single place to see which cohort members are thriving, which need a nudge, and which need a real conversation — with their full email thread history attached

The Starch recipe

Apps, data, and prompts

The combination of Starch apps, the data sources they pull from, and the prompts you use to drive them.

Apps used

CRM Customer Support Agent

Data sources & config

Starch connects directly to Gmail (scheduled sync — reads message history and labels for each student contact), Stripe (scheduled sync — tracks payment status, failed charges, and subscription events per student), Google Calendar (scheduled sync — events going back 12 months so Starch can see which students booked calls), and Calendly (scheduled sync — booking history per invitee). Kajabi and Teachable are connected through Starch's integration catalog (live query when the health score runs) or, where direct API access is limited, Starch automates them through your browser — no API needed. Notion (scheduled sync) stores your curriculum database so Starch knows the total module count for completion-rate math.

Prompts to copy

Build me a student health dashboard that scores each active student from 1–10 based on: how many modules they've completed out of the total, whether their last Stripe payment cleared, when they last booked a Calendly call with me, and whether they've emailed me in the last 14 days. Flag anyone with a score below 5 as 'at risk.' Pull email thread history from Gmail so I can see the last message I sent each person.

Every Monday morning, send me a Slack message listing all students whose health score dropped by 2 or more points since last week, with their name, current score, and the one metric that dropped the most. If any student has had zero activity for 10 days, move them to an 'intervention needed' stage in the CRM automatically.

Customer Support Agent — coming soon — will handle first-response to common student questions like 'how do I access lesson 4' or 'when is the next live call' using your course FAQ as the knowledge base, and will update the CRM contact record each time a student reaches out.

Run these in Starch → or paste them into your favorite agent

Walkthrough

Step-by-step

1 Connect Gmail, Stripe, Google Calendar, Calendly, and Notion through Starch's scheduled-sync providers. These are the backbone of your health score — payment status, call bookings, email recency, and module count all come from here.

2 Connect your course platform (Kajabi, Teachable, or Thinkific) from Starch's integration catalog, or tell Starch to automate it through your browser if the platform's API doesn't expose the data you need. Starch can log into your admin dashboard and pull completion rates the same way you would.

3 Open the Starch CRM app and describe your student pipeline: active students, at-risk students, intervention needed, and alumni. Tell Starch the fields that matter — cohort name, enrollment date, total modules completed, last payment date, last live call, last email.

4 Type your health-score prompt into Starch. Tell it exactly which signals to weight and what the thresholds are. A student who's paid, attended two calls, and opened emails this week is a 9. A student who missed last week's call, hasn't emailed in 12 days, and has a failed Stripe charge is a 3.

5 Starch builds the scoring app and attaches it to your CRM contacts. Every student record now shows a live health score, a trend line, and the specific data points behind the number.

6 Set up the Monday morning Slack automation: Starch queries every student's score, computes week-over-week movement, and posts the watch-list to your Slack — names, scores, and the single most-changed metric for each person.

7 Add a trigger: when any student's score drops below your threshold (say, 4), Starch automatically drafts a check-in email in Gmail and puts it in your drafts folder with the student's name, last module completed, and a suggested re-engagement message. You review and send; you don't start from a blank page.

8 Wire Notion: Starch syncs your curriculum database so when you add a new module to the course, the total module count updates automatically and every completion percentage recalculates.

9 Use the CRM's 'last 30 days' view to run your end-of-cohort retention audit. Ask Starch: 'Show me every student who finished with a health score below 6 — what did their score trajectory look like, and at what week did they start declining?' Use the answer to redesign week 4 of the next cohort.

10 When the Customer Support Agent launches (coming soon), connect it to your course FAQ and Notion knowledge base. It will answer 'when does the next cohort start' and 'I can't find the workbook' automatically, and each interaction will update the student's CRM record — so a flurry of support questions becomes a health-score signal, not just inbox noise.

See this running on Starch

Connect your tools, describe what you want, and the agent builds it. Closed beta is free.

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Worked example

April 2026 Cohort — Week 5 Health Review

Sample numbers from a real run

Total enrolled students	48
Students scored 7–10 (healthy)	31
Students scored 4–6 (watch list)	12
Students scored 1–3 (intervention needed)	5
Failed Stripe charges this week	3
Students with zero activity in 10+ days	7
Check-in emails drafted by Starch this week	9

It's Friday of week 5 in your April cohort. You have 48 students. Starch's Monday Slack message flagged 9 students whose health scores dropped by 2 or more points during week 4. Five of them are now in 'intervention needed' — all five have a combination of a missed live call, fewer than 40% of modules completed, and at least one unanswered email. Three of the five also have a failed Stripe charge sitting in your dashboard. Without this system, you'd have found out about these students when they asked for a refund in week 8 or just quietly disappeared. Instead, Starch drafted a personal check-in email for each of them Thursday morning — referencing their actual last completed module and asking one specific question about where they got stuck. You sent all nine in under 20 minutes. Two students replied within the hour: one needed a Zoom link resent, one had a billing issue Stripe auto-resolved. Both are back in the healthy range by Friday. The other seven are in your calendar for a 15-minute check-in next week. You know this because Starch put them there.

Measurement

How you'll know it's working

Average student health score at week 4 (the drop-off danger zone for most cohort-based courses)

Percentage of at-risk students who received a check-in outreach within 48 hours of score drop

Module completion rate at end-of-cohort vs. prior cohort

Failed payment recovery rate (how many failed Stripe charges resolved before the student churned)

Cohort-over-cohort retention rate, tracked at week 4 and final week

Comparison

What this replaces

The other ways teams handle this today, and how the Starch version compares.

Google Sheets + Zapier

You can build a version of this in Sheets and Zapier but the health score logic lives in your head and breaks every time Kajabi changes a field name or you add a new signal; Starch lets you describe rule changes in plain language instead of rebuilding zaps.

Kajabi or Teachable native analytics

Your course platform shows completion rates but has no idea about payment status, email engagement, or call bookings — it can't score a student across your full stack, only inside its own walls.

HubSpot

HubSpot can track contacts and email history but you'd need a developer to build the health-score logic, a subscription that costs more per month than most solo course revenue will justify, and a lot of configuration time you don't have between cohorts.

Notion + manual tagging

Notion is great for your curriculum but it doesn't query Stripe or Gmail — you end up copying data by hand, which means the health score is always 3 days out of date and stops getting updated in week 3 when you're busy teaching.

Student Success platforms (e.g., Motivis, Civitas)

These exist for universities with 10,000 students and IT departments — they're not priced or scoped for a solo educator with two cohorts a year and a 48-person roster.

On Starch RECOMMENDED

One platform — crm, customer support agent all running on connected data. Setup in plain English; numbers stay current via scheduled syncs and live agent queries.

Try it on Starch →

FAQ

Frequently asked questions

I use Kajabi — can Starch actually pull my students' module completion data?

Kajabi is reachable from Starch's integration catalog for live queries when your health-score app runs. If the API doesn't expose the specific completion fields you need, Starch can automate your Kajabi admin dashboard through your browser — no API needed. You'd describe what data you want and Starch navigates to it the same way you would.

What if a student's health drops for a reason Starch can't see — like they just had a baby?

Starch flags the score drop and drafts an outreach — you still send it, and you still read the reply. The system surfaces who to talk to and when; the human judgment about what to do with the answer stays with you. No automation replaces that.

Is my student data secure? I'm storing Stripe payment info and Gmail threads in one place.

Starch is not yet SOC 2 Type II certified — that's worth knowing if you run a program with strict data-handling requirements. For most solo educators and small course businesses, this isn't a blocker, but it's honest to name it. There's no on-prem or self-hosted option today.

I teach on Teachable, not Kajabi. Does this still work?

Yes. Teachable is reachable from Starch's integration catalog the same way Kajabi is. The health-score logic is about which signals you want to weight — module completion, payment status, call attendance — not about which course platform you're on. You describe the recipe, Starch queries wherever the data lives.

Can I use this for a self-paced course where there are no live calls to track?

Absolutely. Remove the Calendly signal and replace it with something your self-paced students do generate: last login (browser-automatable from your platform's admin), last email or support message, and payment recency. Tell Starch the new scoring logic in plain language and it rebuilds the score formula.

What about the Customer Support Agent for answering repetitive student questions?

Customer Support Agent is currently in development — you can request beta access to get notified when it launches. Once it's live, it'll handle the 'where's the workbook' and 'how do I reschedule my call' questions automatically, using your own Notion knowledge base as the source of truth, and update the student's CRM record each time it responds.

I already have a Notion database tracking student progress. Can Starch read it without me rebuilding everything?

Yes. Starch syncs your Notion data on a schedule — pages, databases, and users. Tell Starch which database has your student records and which properties map to what. It reads what's already there rather than asking you to migrate.