Stay One Step Ahead of Customer Churn
An end-to-end solution to supercharge your customer retention program, by leveraging your contact center as the source of breakthrough churn intelligence and also as a strategic channel to proactively retain your at-risk customers before they cancel.
Piece together huge amounts of structured and unstructured customer experience data, to reveal how customer service gaps are leading to revenue risk.
Use machine learning models to uncover complex risk patterns from the huge pool of data, and predict at-risk customers across various lifecycle stages
Use tailored offers to proactively retain your high-risk, high-value customers before they cancel, and automatically route their calls to retention specialists
Take a systematic approach to boosting customer revenue by addressing customer service issues, frontline performance gaps, and churn drivers.
Traditional churn modeling
Rely on transactions, tenure data and credit scores to calculate churn risk. The result? Late recognition of churn intent. By the time you intervene, dissatisfaction issues would already have become a loyalty issue.
VOZIQ’s ‘census’ approach
VOZIQ infuses behavioral intelligence into traditional churn modeling by leveraging agent text notes and other interaction metadata from call centers. This allows uncovering inferred risk signals and enables dynamic risk scoring.
VOZIQ’s machine learning models identify top at-risk customers with reversible churn risk, by analyzing 100+ risk attributes gleaned from customer profiles, behaviors, and actions
Bring together every relevant piece of customer data to create a unified customer profile
Leverage call center history to reveal poor service experience and dissatisfaction
Understand what the customer was really trying to accomplish by leveraging post-call text notes and call reasons
Predict future risk by analyzing transactions, usage and service history, and past cancellation patterns.
Drive targeted engagement and retention campaigns to retain your high-risk, high-value customers
Retention hub in contact center
Identify agents with better retention performance, and coach them to handle specific risk types even more effectively
Automatically route normal care calls from at-risk customers to retention hub, for better resolution and presentation of offers
Care Agent-Triggered Retention
Automatically route proven risk-triggered calls to retention hub for better resolution and presentation of offers
Tailored campaigns, based on key at-risk segments and their risk drivers, to trigger a call to retention hub
VOZIQ’s solution provides businesses with a way to listen to customers at scale, and apply the intelligence about customer needs, wants and pain points to drive enterprise-wide improvements.
- Reverse-engineer risk, and take a lifecycle approach to dealing with risk
- Realize demonstrable gains in key metrics such as retention rates, CSAT/NPS, FCR and AHT
- Focus retention dollar and efforts for maximum impact
- Improve customer revenue
- Reduce cost-to-serve customers
- Gain competitive edge with improved customer satisfaction, loyalty, and advocacy
- Turn contact center from a cost center to a hub of strategic customer intelligence
- Improve agent performance with benchmarking, coaching and WFM
- Link quality management with impact on business metrics
- Improve plans and products
- Devise a better competitive strategy
- Create better pricing strategies
- Better engagement through clear visibility of risk and risk drivers, while dealing with a customer
- Easy access to targeted offers by marketing specifically for the customer
- Empowerment through gap analysis and coaching
- Performance benchmarking and gaps analysis, with a focus on customer satisfaction and retention
- Better customer engagement, based on risk levels and drivers for individual customers