Drive Business Impact with Proactive Customer Retention Strategies

Multifaceted interactions and transactions between customers and organizations often make it difficult to evaluate individual and collective experiences, identify churn signals, catch churn indications during an interaction, and proactively address them, while the customer is still on the line. But, within this complexity lies great opportunity to forge stronger, more lasting bonds with customers—that is, for companies that can harness their customer dynamics to reduce churn.

“Eighty percent of executives believe they deliver great customer experiences, whereas only eight percent of their customers second this fact,” says Dr. Vasudeva Akula, Co-Founder & Head of Data Science & Customer Analytics Practice, VOZIQ.

“There is a huge gap between what the company thinks and what the customer sees, because companies fail to understand what the customer is trying to accomplish.” -Dr. Vasudeva Akula, Co-Founder (Head of Data Science & Customer Analytics, VOZIQ)

How VOZIQ Predicts Customer Churn?

Most organizations fall short at maximizing the utility of unstructured data, which is typically huge in volume, dynamic, and distributed across multiple touch points in the contact center, such as post-call agent notes, satisfaction surveys, call tags, IVR logs, and so on.

VOZIQ leverages advanced text analytics and predictive algorithms to convert unstructured customer interaction data into a deeper intelligence about churn risk for every customer:

  1. Ingest every contact center customer data source, structured and unstructured.
  2. Apply NLP to understand effort, sentiment, and intent of the customer.
  3. Link this intelligence to what happened on previous calls.
  4. Understand context of an interaction by linking it to past transactions and interactions.
  5. Calculate churn risk, based on sentiment and effort scores.
  6. Build predictive models to forecast future customer behavior, based on past behavior and actions.
  7. Loop back the churn predictions into contact channels, using built-in APIs for proactive retention activities.

“Instead of a survey based approach to understand customer experience – i.e., asking the customer “how well are we doing, and tell us where we can improve” – an organization can leverage the call center as a listening post to understand expressed as well inferred churn indicators,” says Dr. Akula.

Enabling Proactive Customer Retention Strategies and Driving Business Impact

VOZIQ’s Predictive Churn Prevention Solution provides dashboards, reports, and APIs to drive actions, based on predictive churn intelligence. Here is how the solution drives actions:

  • Finds the root causes of cancellations by leveraging multiple customer interaction data sources and text analytics.
  • Predictive churn models using expressed and inferred churn risk by using customer sentiment from agent notes, call reasons, and surveys scores.
  • Optimizes churn program through A/B testing of multiple models and tracking the success of each outreach campaign.
  • The organization, using predictive text analytics, will also get access to churn management dashboards and reports that include:
  • User configurable dashboards with volume and trends of churn propensity and sentiment scores.
  • Out-of-the-box churn root cause reports by key issues, products, customer tenure, geo-locations, revenue groups, etc.
  • Role-specific scheduled reports with weekly, monthly, and quarterly trends in churn propensity and customer satisfaction scores.

Delivering Significant ROI to Clients

VOZIQ provides quicker time to value and an outstanding ROI compared to most other solution providers.

“At VOZIQ, we put an extra emphasis on making the predictive text analytics very affordable and extremely easy to use. This significantly brings down the total cost of ownership of the solution,” said Dr. Akula. “When combined with the positive impact on revenue, it means that our solution delivers huge ROI to any mid-sized recurring revenue business.”

VOZIQ also provides professional consulting services; its team of talented data scientists works with customer teams to jumpstart the analytics program, reducing the starting hassles for the customer, while minimizing the cost of hiring and managing contact center domain experts.

Driving Proactive Customer Recovery – A Customer Success Story

“When one of our clients, from a subscription-based technology service industry, needed a customer retention solution for minimizing their customer churn rate, we used contact center interactions as a differentiator, by identifying customer intent, effort, and sentiment. We then applied predictive algorithms on this unified data to create churn propensity scores that were more accurate and dynamic in comparison with churn risk calculated only on the basis of customer identity in the traditional approach,” says Dr. Akula.

The biggest success factor, according to Dr. Akula, was the way they delivered recovery actions on likely churners. The VOZIQ team worked with the client and its Interactive Voice Response (IVR) system to re-route likely-to-churn customers to special recovery teams. These teams were tasked with retaining the customer proactively by delivering qualified offers, newer products, and higher levels of service.

With this approach, the solution delivered a whopping 500 percent to 1000 percent ROI, resulting in increased annual revenue.

See how VOZIQ’s Predictive Churn Analytics Maximizes the utility of latent interactions in contact centers and delivers significant ROI by boosting revenue and cutting customer care costs!

Originally appeared on LinkedIn.

Learn 5 ways of retaining customers

5 Ways to Drive Customer Retention Actions with VOZIQ’s Predictive Text Analytics Solutions

Learn 5 ways of retaining customers

Acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing customer according to various studies. Also consider this research from Bain and Company, which tells us that increasing customer retention rates by 5% increases profits by 25% or more depending upon the industry. For example, in the financial services industry, the boost of 5% retention rate translates to an increase in profits of almost 25%.

 

A loyal customer base is the true test of a profitable business.

In recurring revenue businesses, retention rates make a huge impact on business profitability in many ways.

Loyal customers are willing to pay a premium for the products and services, as well as buy more often from the business over time. In addition, they refer their friends and family to the business more often. As these loyal customers generate more business, the operating costs to serve them decline. The combined value of lower cost to serve, higher revenue potential and lower cost to acquire through referrals creates a compounding effect on profits over time.

How VOZIQ delivers retention rate gains?

Here are the 5 ways in which VOZIQ reduces customer churn significantly in recurring revenue businesses such as telecom, cable and internet, insurance, home utilities, and healthcare.

1.Detect Churn Risk as It Emerges with Dynamic Churn Scores

VOZIQ provides a closed-loop analytics solution that generates churn predictions from contact center data, and then feeds the insights back into customer handling processes for timely and appropriate actions. From call center/CRM text notes, VOZIQ’s Predictive Text Analytics solution extracts sentiment, call reasons, disputes and competition references along with demographic, usage and billing data to create the most accurate customer churn prediction models.

This enables businesses to leverage latest customer interactions and reveal churn risk as it emerges instead of depending upon historical data and trends.

2.Enhance Customer Contact Rate with Risk-Based Intelligent Call Routing

VOZIQ’s solution uses customer contacts already happening at your contact center to identify high risk customers in IVR and re-route them to the highest skilled service professionals for risk recovery.

This churn-risk based intelligent routing has enabled many enterprise recurring revenue businesses to boost their contact rate with high-risk customers by as much as 10x.
This is a huge gain compared to typical retention email campaigns, which deliver very low engagement. Intelligent routing of higher risk customers to higher skilled agents also prevents long hold times, multiple calls for the same issue or call transfers from agent to agent that result in customer dissatisfaction.

3.Improve Sales Effectiveness with Service-to-Sales Model

VOZIQ’s solution analyzes and sorts the variance between low and high performing agents based on various KPIs including customer satisfaction, prior cancel rates, and first call resolution rates. Individual performance is also correlated to call types extracted from text.

These insights, when coupled with intelligent IVR, allow retention leaders to match high-risk calls with empowered and uptrained service specialists with relevant skills. This enables the service specialist not only to engage the customer with due awareness of the risk but also make meaningful offers while the customer is still on the phone. This creates new up-sell and cross-sell opportunities, decreases the churn risk, and boosts customer lifetime value.

4.Enhance Marketing Effectiveness with Risk-Aware Marketing

As VOZIQ leverages the contact center data, i.e. agent notes along with survey data, CRM data, billing data and other available customer data sources using advanced cloud-based text analytics technology, it can effectively find the customers who show higher propensity to churn. The cancellation risk scores and cancellation root cause insights help marketing teams to supercharge their retention marketing program by providing targeted offers through email, web and snail mail.

5.Create Company-Wide Risk Awareness

Using call center/CRM text notes as a powerful source of customer intelligence, VOZIQ’s engine identifies each customer’s intent, the effort the customer had to make to achieve his intent, and the resulting sentiment. VOZIQ also uncovers root causes and builds correlations between various drivers of customer dissatisfaction and cancellations. Hidden in all this data are insights into products, services and competitors.

These insights give a complete view of customer experience at various stages of the customer lifecycle. All these insights provide an opportunity for improved customer experience for retention leaders to collaborate with other departments to drive customer-risk aware improvements.

We have seen enterprises leveraging these insights to achieve enterprise-wide results such as:

  • Improved sales through personalized offerings.
  • Improved field operations with a better understanding of customer experience and risk.
  • Enhanced service through better training and sharing best practices.
  • Improved product by using call center interactions as indirect customer feedback.
  • Enhanced pricing strategies by using customer churn risk drivers and competitive intelligence from your daily customer interactions and advanced text analytics.

Takeaway: VOZIQ uncovers hidden churn risk 2X faster!

Standard churn prediction models rely on structured data such as customers’ demographics and purchase histories. VOZIQ’s predictive text analytics solutions reduce the time-to-value by going one step beyond these common churn reduction approaches.
VOZIQ creates dynamic churn scores through insights extracted from call center/CRM text notes, and offers an end-to-end solution to drive breakthrough retention actions by injecting risk awareness into all customer-facing teams in a recurring revenue enterprise.

Click the below image to download the Document in PDF format.

Reduce churn 2X faster in recurring revenue businesses using VOZIQ’s Text Analytics Solutions

Prescriptive Analytics: The Solution to Reduce Churn through Definite Actions

Churn Reduction Solution

More and more recurring-revenue businesses are looking at previously untapped sources of customer data from contact centers to create deeper intelligence about the drivers of customer experience. This deeper intelligence helps these companies to manage customer experience effectively and create a competitive edge.

By gathering customer perceptions of their experience, these businesses are able to use the data to get an insight into how to improve the quality of the customer relationship to improve customer loyalty. Such recurring-revenue companies use the data to identify where customer experience improvement efforts will have the greatest return on investment (ROI).

Business analytics in increasing customer loyalty

Business leaders often find it difficult to use customer feedback in the form of unstructured text for identifying loyalty improvement and ROI optimization opportunities. Here comes the crucial role of business analytics, which generally includes three phases: Descriptive, Predictive, and Prescriptive:

  Descriptive Analytics Predictive Analytics Prescriptive Analytics
Which questions are answered? What happened?

How many customers?

Where revenue is less?

Why it is so?

What will happen next?

What trends will continue?

What if we change pricing?

What is the best course of action for a given situation?

Which offer is most likely to be accepted by a particular customer?

How it is done? Use of KPIs, dashboards, and charts Use of statistical methods and predictive modeling to understand the relationships in input data & predict the outcomes. Use of advanced statistical optimization and simulation techniques with inputs and constraints to recommend what actions to be taken.
General examples How many customers have churned? Why did they churn?

How many customers will churn in the next few months?

What actions need to be taken to retain these predicted churners?

 

Prescriptive analytics in preventing churn

According to Gartner, prescriptive analytics are the next step in the value chain after predictive analytics. Often referred to as the “final frontier of analytic capabilities”, prescriptive analytics involves the application of mathematical and computational sciences to suggest decision options to take advantage of the results of descriptive and predictive analytics.

With the capability to constantly gather new data to re-predict and re-prescribe, prescriptive analytics can automatically improve prediction accuracy and prescribe better decision options to business leaders.

Prescriptive analytics ingests hybrid data, a combination of structured (numbers, categories) and unstructured data (IVR Logs, CRM Textual Notes), and business rules to predict what lies ahead and to prescribe how to take advantage of this predicted future without compromising other priorities

By using prescriptive analytics in a churn situation, business leaders can decide which type of remedial actions can be used for different customers likely to churn.

For example, a leading global airline was delayed on the tarmac for a half hour. As soon as the flight landed, all the business class passengers received an email from the airline apologizing for the delay and offering a $50 voucher towards their next flight. Similar actions can be taken in contact centers where high profile customers who are on the verge of leaving due to some glitch can be identified and a marketing plan is executed to retain them.

Automate decisions with prescriptive analytics

In contact centers, prescriptive analytics play an important role in providing the instructions to contact center leaders about what to do or what not to do. Particularly when there are too many options, variables, constraints and data for a person to evaluate without assistance from technology, prescriptive analytics enables contact center managers to take the lead. In contact centers, agents often have to depend on prescriptive analytics to know the appropriate options, amount, and under what conditions, a prospective customer can be extended varying levels of credit.

In business where the customer experience matters the most, prescriptive analytics can provide key decision makers with the capability to automate actions. With prescriptive analytics in place, it is easy to automate instructions and suggest the best options for the person to act upon.

Particularly in contact centers, prescriptive analytics can be put to use to automate decisions in churn situations like high risk callers who can be automatically diverted to special agents or emailed special retention offers.

Prescriptive analytics

Source: Gartner

Conclusion 

With prescriptive analytics in place, decision makers can quickly extract actionable knowledge from the available data and define effective actions for the future. Based on advanced machine-learning, technology prescriptive analytics provides actionable rules and insights, which are inferred automatically from data coming from multiple heterogeneous sources. This helps leaders to approach and solve the problem in three ways – understanding why customers churned in the past (rules of behavior, ranking of drivers), forecasting who is going to churn and undertaking specific actions (marketing and sale) that prevent each individual decision to churn.

Churn Reduction Solution

 

 

VOZIQ Customer Intelligence Blog

5 Best CX Strategies to Reduce Customer Churn in 2017

VOZIQ Customer Intelligence Blog

In an era of intense competition, the customer experience is often the main differentiator. Once a sale is complete, the contact center is an enterprise’s primary touch point with its customers, whether they are consumers or businesses. When a company knows what their customers want and responds with a consistently excellent customer experience (CX), they create loyal and profitable relationships.

The best loyalty programs proactively analyze customer behavior to identify and address at-risk customers before they defect. Effective customer retention programs are enabled by customer relationship management (CRM) and advanced analytics solutions. Contact centers need these underlying systems to serve as the last line of defense, and especially for recurring-revenue businesses – that are threatened with losing their customers to competitors.

When customers are satisfied with a company and its products and services, they have no reason to look for alternatives. Effective loyalty programs anticipate customer behavior by constantly reviewing and analyzing customer activities. If a mid or large size recurring-revenue business cannot proactively retain its customers through the use of analytics and effective marketing programs, the problem falls to the contact center.

According to a research from Harvard Business School, increasing customer retention rates by 5% increases profits by 25% to 95%.

To improve customer retention and customer loyalty, subscription or recurring-revenue businesses need to first analyze customer churn and quantify its impact. This provides insight into the different customer groups that may need to be better addressed or need particular attention. Based on the industry vertical and the market, companies from these industries need to design a predictive churn model to identify potential customers who have a high probability of churn. Below are the 5 best strategies that you and your CX team can consider to make your customers happier, and reduce churn.

  1. Understand what type of churn is prominent in your company

The first important strategy would be to understand the type of churn happening in your company. When doing this, the customer types to be managed should be identified. Most often, both voluntary and involuntary churn coexist. The focus of customer churn management should be on controlling the voluntary churn by customers. Churn can further be differentiated into the soft and hard churn. Hard churn essentially occurs due to a single event. But, most likely, this is almost never the case; hence, the emphasis is more on the soft churn – the churn that is a result of multiple factors. Identifying the customer group to focus on is a key to managing the churn effectively. Churn needs to be expressed using dollar values so that the magnitude of churn is immediately perceptible.

  1. Build accurate understanding of customers

The next logical strategy is to develop a strong understanding of who are your customers. Identifying the different customer types likely to churn involves comparing profiles of customers who have churned to those who have not. This analysis should be done using all customer segmentation data available, such as behavior, purchase history, demographics, sales channels used, transaction values, etc. This behavioral profiling helps in identifying typical patterns of customers before churn.

  1. Explore newer data sources to gather customer intelligence

More and more recurring-revenue businesses are looking at previously untapped sources of customer data from contact centers to create deeper knowledge about the drivers of customer experience. This deeper intelligence helps these companies to manage customer experience effectively and create a competitive edge. By gathering customer perceptions of their experience, these businesses can use the data to get an insight into how to improve the quality of the customer relationship to improve customer loyalty. Such recurring revenue companies can use the data to identify where customer retention effort will have the greatest return on investment (ROI).

  1. Deploy predictive analytics to uncover new opportunities

Deploying predictive analytics to mining contact center interactions uncovers new opportunities to approach customer retention effectively. All the interactions a customer has with a contact center have enough clues about their satisfaction or dissatisfaction. Typically businesses fail to leverage these interactions as a source of customer intelligence. Predictive analytics enables identifying these clues and categorizes the customer as ‘satisfied’ or ‘dissatisfied’ based on their previous interactions, and then assigns a propensity to churn score.

The typical indicators of an at-risk customer are:

  • Large number of calls
  • Expression of dissatisfaction
  • Competitor mentions and comparisons
  • Enquiry of alternative price plans
  • Customer experience issues
  1. Focus on proactive retention approach

The typical approach to retain a customer is reactive, where companies generally wait for a client to contact their support team before beginning a conversation. Instead, recurring-revenue businesses should reach out to customers proactively and anticipate their needs. Take the time to analyze how a customer is using their product/service as well as their relationship with customer support. Customer insights from unstructured data help the creation of proactive retention strategies via customer service teams and marketing campaigns.

Proactive retention effort works better because customer dissatisfaction is much more heavily correlated to defection than customer satisfaction is to loyalty, keeping obstacles, problems, and difficulties out of a customer’s path will almost certainly reduce the likelihood that the customer will defect from your brand.