Retention
The last (and decisive) mile for customers recovery using intelligence along with a killer offer
By using intelligent resources we revert wishes to cancel a service or even recover revenues after a cancellation. We use a custom approach for each point of contact, thanks to the use of advanced Data Science resources. In addition, at a critical complaint points, we implement cancellation islands, or design proactive actions, also creating a fully customized alternative offering. Our CX consultancy can use the complaints data analysis to identify the root cause of cancellation requests and converting a reactive process into a proactive interaction.
Benefits
Complaints Reductions
We minimize complaints from the start, based on cancellations root cause.
Lower Retention Costs
By leveraging on “Next Best Action” and “Next Best Offer” analytics models.
NPS Improvement
Transforming complaints into loyal customers.
Differential
Areas of CX Consultancy, Quality Insights and Process Consultancy focusing on the performance of root problems that generate cancellation.
Use of Data Science to evaluate and define the best offer and argumentation.
Focusing on NPS improvement along with the retention cost x revenue forecast analysis.
Key figures
85
% of portfolio retained
with no discount offer
Up to
25
p.p.
In overall retention index
65
% retention rate
on total cancellations
See how this solution works in practice.
Contact us
More service productivity
Automated responses reduced response time, increasing customer satisfaction.
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