Objective: To establish a clear, standardized process for identifying customers at risk of leaving the platform and escalating these cases to leadership for immediate intervention.
1. Identifying Churn Risk Factors
Agents should monitor customer interactions for specific "red flag" behaviors. Key indicators of a potential churn include:
Direct Statements: A customer explicitly stating they want to leave or cancel their service.
Commercial Negotiations: Customers initiating conversations about pricing, requesting discounts to stay, or questioning the value of the platform.
Persistent Frustration: Cases where a customer is unwilling or unable to continue troubleshooting a bug or issue.
High Interaction Volume: Frequent outreach (e.g., 3–5 times) regarding the same unresolved issue.
2. The Escalation Process
Once a churn risk is identified, the agent must immediately flag the case in the dedicated #churn-risk Google Chat channel.
Required Information for Escalation: Every post in the channel must include the following details to ensure leadership can act quickly:
Customer Name: Full name of the account holder.
Contact Information: Direct phone number and email address.
Chat Reference: A link to or a copy of the chat transcript.
Issue Description: A brief summary of why they are angry or at risk (e.g., "Angry about bug XYZ").
3. Internal Response & Alignment
Notification: Use the @all mention in the Google Chat channel to alert the leadership team.
Ownership: A leader (e.g., James Green, the CEO, or the incoming CSM) will reply to the thread with "I got this" or "I'll take it" to claim the case.
Direct Outreach: Leadership will call the customer directly to understand their concerns and attempt retention through problem-solving or concessions (like discounts).
4. Resolution & Documentation
Closing the Loop: Once a resolution is reached, the outcome must be documented back in the Google Chat channel.
Agent Takeover: Agents are responsible for reviewing the resolution in the chat and updating the relevant records to ensure all teams remain aligned on the customer's status.