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How is churn risk tagged ?

Modified on Wed, 5 Jul, 2023 at 9:58 AM

We detect Churn Risk based on statements made by the customer, which indicates their desire to move away from the company’s product. If they mention phrases such as regret buying product XYZ, switching to a competitor, considering canceling etc, those phrases will get tagged with Churn Risk. As it causes a significant risk, any account with these sentiments in recent cases will be marked with that label.

The churn risk tag goes away after a few months, as long as no new churn risk signals are detected from their cases.

This can be viewed under Experiential metrics >> sentiment signals chart. It will show the cases detected with churn risk signal.

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