Customer Success & Retention
The renewal risk nobody saw coming, until now.
By the time a churn risk shows up in a health score, the customer has usually been quietly frustrated for weeks. Digital Experts are already in every one of those conversations, and Conversation Intelligence turns them into the earliest warning, and the earliest upsell signal, your team gets.
Book a DemoThe problem
Health scores tell you what already happened.
Three messages, three signals nobody was watching
“I've set up the workspace but I can't invite my team. Asking again.”
“Can I add more users? It says my plan limit is reached.”
“Where do I find my renewal date, and how do I cancel?”
A day with your Digital Experts
Expansion and renewal. Caught in the moment.
Notice what the expert never does: push, or pretend to know.
Example · Plans Expert · Month 4
Can I add more users? It says my plan limit is reached.
Starter includes 5 seats. Growth takes you to 25 and adds reporting. Would it help if someone walked you through it?
Yes, we're about to add a second team.
An expansion moment, passed to the CSM while it's live.
Example · Account Expert · Month 10
Where do I find my renewal date, and how do I cancel?
Both are under Billing, then Plan. If something isn't working, I can put you in touch with your success manager.
Honestly, the reporting still doesn't do what we need.
That's useful to know. I'll pass it on so someone can look at it with you before the renewal date.
Honest and non-pushy. The CSM hears about it two months before the cancellation.
What your experts catch
Four signals, from conversations you're already having.
Agentic Actions
The signal reaches the CSM while it's still live.
Onboarding blocker · "can't invite team". Owner contact and steps tried. Second time asked.
Expansion signal · seat limit reached. Adding a second team. Conversation attached.
Renewal risk · asked how to cancel. Mood: frustrated. Topic: reporting. Renews in two months.
The intelligence angle
A renewal forecast built on what customers actually say.
Questions CS teams ask us
Does this replace our CSMs?
No. It removes the repetitive account questions and flags the accounts that need a human, sooner than a health score would.
How is this different from the Customer Experience solution?
CX resolves the ticket in front of you. This reads the pattern across many tickets for an account's trajectory, before renewal.
How it works
Live in days. We're with you every step.
Week one
Build the brain, together.
We work alongside your team to turn your guides, FAQs and policies into a knowledge base. You review, refine and approve every word.
Week two
Shape the experts.
Names, faces, fields and tone of voice. Brand Studio gives you complete control, right down to how they say hello.
You're live
Deploy everywhere.
Your website, QR codes on print and packaging, links in email and social. Conversations start in seconds.
Meet your Digital Experts.
In 30 minutes, we'll show you a live Digital Expert built for an organisation like yours, and map what yours would know, say and save.
Book a Demo
