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 Visibility & Ownership
Notification: Agents should use the appropriate notification (e.g., "@all") in the channel to ping everyone involved.
Leadership Claim: A CSM or Leader will reply to the thread with "I got this" or "I'll take it" to claim the case for formal outreach.
Parallel Action: This escalation is for visibility and high-level outreach only. It is not a ticket handoff to another agent.
4. Continued Support Ownership
Resolution Responsibility: The original agent retains full ownership of the support ticket. They must continue to resolve the underlying technical issue or bug all the way to completion.
End-to-End Handling: The ticket must be opened, handled, and closed through the standard support process by the agent, regardless of the parallel leadership outreach.
Team Alignment: Once a resolution is reached, the outcome should be documented in the Google Chat channel so all teams are aligned on the final result.