This use case is about automatically identifying customers that display churn risk and proactively triggering actions such as messages, offers or discounts to re-engage them with your products or services.
Start by determining what the criteria for churn risk customers are in your case. This could be for instance:
- support issues
- delayed payments
- contractual changes that were made without client input (this happens sometimes in accordance with the regulations)
- lack of activity in the client portal or users have not used your product for a specific period of time
- have not engaged in activities your company is organising
- are not responsive to marketing or sales actions, and so on
These red flags (which are also the triggers that will kick-off your automated process) could be coming from different apps or platforms. You can interrogate these apps in your workflow by integrating with them via Call API or by using Webhooks.
You can then set up a series of follow-up actions to send custom messages via different channels. For instance, you could set up a drip email campaign, send SMS messages, or further trigger a custom re-targeting campaigns on social media or on the web (see also templates).
