We all want to reduce our churn rate. In a perfect world, we would onboard customers, and they stay with us, forever. Unfortunately, it’s not that easy. But we do have some power, there are some tell-tale signs that could mean customers are about to/thinking of leaving you, giving you a chance to jump in and try and change their minds.

Here are some common indicators that things may not be going so smoothly:

They’ve Fallen Off the Radar Completely

If a customer hasn’t logged in, or used your service for a while, this could be a sign that something isn’t right. It can be a smart move to set a certain time-period of inaction after which you take steps to draw the customer back in.

If There’s Complaining, Your Relationship Could be Straining

If a customer is not happy with your service, they may be thinking about going elsewhere. Keep an eye on the severity of complaints, how upset the customer appears to be etc.

Their Actions are Different

If a customer’s actions tend to follow a certain pattern and they start to deviate away from this, they may be a churn risk. If David usually spends around £200 a month on protein powder and supplements, but the past two months he has spent £30, he may be dissatisfied with your service.

Live Support and Churn Risk

There are a number of ways that live support software could help when trying to identify churn risks.

Consumer Satisfaction

Using , you can ask the right questions and get the answer straight from the horse’s mouth. Do customers rate your service? If not, why not? Are you making them feel special enough? Etc. This could help to identify those at risk of churning on a customer by customer basis, but also for improving your service overall.

Chat History

Have customers complained before, what was their last issue about, does the language they’ve used point to them leaving?

Direct Contact

Live support allows your representatives to speak to customers 1 on 1. By asking the right questions they may be able to find out if customers are thinking of leaving you.

Make Your Grass Greener Than Theirs

Aside from helping to identify churn risks, live support can also go a long way in convincing customers to stay. Consumer satisfaction for using live support can be very high. And this may help to win around customers that are about to jump off the fence into your competitors back yard. A quality live support software such as Xeno has analytics and metrics that allow you to see where you are going wrong and right. So, you can keep this high level of service up, making customers feel special on daily. It’s also easy to create post-chat surveys to help monitor your progress.