Did you know the cost of acquiring a new customer is anywhere from 4 to 10 times more expensive than retaining an existing one? This figure varies by industry and which study you read, but in either case, one thing is clear: it makes financial sense for companies to invest in keeping the customers they have.
It’s no secret there is a strong connection between churn rate and customer experience. Churn is also directly related to user engagement — the more a customer interacts with your product or service, the less likely they are to leave.
This is where the Conversica AI-driven Customer Success Assistant comes in. ‘She’ (or he) automatically reaches out and engages customers through personalized, two-way conversations. In addition to discovering if your customers are satisfied at different touchpoints, the CS assistant boosts customer interaction with your products.
Here’s a look into what the Customer Assistant can do for your business:
After Action Feedback – Follows up with your customers after a transaction to gauge their satisfaction and see if there is anything that can be done to improve their experience.
Announcement Outreach – Checks with customers following a recent product or service launch to see if they would like to speak with a representative and learn more. This is a perfect opportunity to upsell and make your customers ‘sticky.’
At Risk Outreach – Connects with customers who haven’t logged into their account in a while. Determines if they would like a representative to get in touch and help them make the most out of your product or service.
Online Review Request – Discovers who your happy customers are and ask them to share their experience by submitting an online review. It’s a great way to convert satisfied customers into brand evangelists.
Post-Cancel Outreach – Gathers feedback from customers who recently left, and uncover their reasons for discontinuing your service.
Renewal Request – Reaches out to customers with contracts that are about to expire. Starts the conversation to help them with the renewal process.
Schedule Review – Schedules a performance review with your account representative to evaluate success metrics and set benchmarks.
With the Conversica Customer Success Assistant, your business can consistently engage customers, receive feedback about their experience, and take appropriate action to address their needs. And by improving your customers’ experience and helping them to interact more with your product, your business will go a long way in reducing churn.