How is churn risk detected and tagged ?

Understanding the "Churn Risk" Signal

Churn Risk is a sentiment signal automatically detected when customers express dissatisfaction or a desire to stop using your product or service. These signals are based on specific language used in support interactions.

How Churn Risk is Detected

We identify Churn Risk based on customer statements that suggest an intent to discontinue the product. Examples of such phrases include:

• "I regret buying product XYZ."
• "We are switching to a competitor."
• "We are considering canceling our subscription."

When such phrases appear in support cases, the system tags the conversation with a Churn Risk label.

Why It Matters

Because these statements indicate a serious risk to account retention, any account with recent cases containing Churn Risk signals will be flagged accordingly. This enables your teams to take proactive steps to engage and retain customers.

Duration of the Churn Risk Tag

The Churn Risk tag remains at the account level for six months. If no new churn-related phrases are detected in subsequent cases during that period, the tag will automatically be removed.

Where to View Churn Risk Signals

You can monitor Churn Risk signals in the platform by navigating to:

Experiential Metrics → Sentiment Signals chart

This chart provides visibility into all cases where Churn Risk has been detected, helping you quickly identify and address at-risk accounts.