Use case
Friction detection and anti-churn
Use the signals already present in conversations to act before cancellation.
Context
Dissatisfaction shows up in ordinary interactions, with no explicit alert.
Cancellation requests arrive too late to be handled other than with a last-minute offer.
The programme
- 01
Analyse conversations
Automated interaction analysis, reason classification and verbatim reporting.
- 02
Trigger the right actions
Retention scenarios matched to the detected reason, arbitrated with your commercial rules.
- 03
Close the improvement loop
Recurring friction reported back to product and marketing teams, with action plan follow-up.
Indicators tracked
- Dissatisfaction reasons detected and classified
- Retention rate on handled cases
- Delay between signal and commercial action
- Recurrence of friction after action plans
Quantified results
Quantified results for this programme are not published until the client concerned has approved their release in writing.
Let's discuss your programme.
We frame a first scope together, the expected indicators and the engagement model that suits you.