Best Proactive Customer Retention Platforms
Proactive customer retention software detects the risk indicators that lead to customer churn and escalation. Churn occurs when customers haven’t received quality support in their customer service experience, such as when their concerns have a slow resolution or are ignored. To proactively address concerns before escalation, this type of software uses natural language processing (NLP), natural language understanding (NLU), or natural language generation (NLG) technologies to recognize sentiments and content that indicate customer dissatisfaction. The dissatisfaction is quantified into a health score to indicate case urgency and severity. The company can administer immediate triage by routing the case to a qualified agent. Proactive customer service is the best defense against attrition.
These products are used by customer service and customer success teams to optimize response time and reduce the likelihood of customer churn. Reducing customer churn is one of the most cost-efficient ways for companies to accelerate growth. Proactive customer retention software will often integrate with contact center quality assurance software, customer success software, CRM software, and help desk software.
To qualify for inclusion in the Proactive Customer Retention category, a product must:
Best Proactive Customer Retention Software At A Glance
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- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Qualtrics XM for Customer Experience is the customer experience product used by the world's most iconic brands to immediately surface customer friction and guide frontline teams in the moment to bette
- Business Data Analyst
- Software Engineer
- Information Technology and Services
- Higher Education
- 53% Enterprise
- 35% Mid-Market
42,765 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Staircase AI by Gainsight is pioneering Customer Relationship Intelligence. Our platform leverages AI to analyze millions of customer interactions and turn them into actionable human insights that are
- Computer Software
- Marketing and Advertising
- 65% Mid-Market
- 27% Small-Business
13,419 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Freshdesk Customer Success is a Customer Success Management platform that helps B2B companies maximize customer value.
- Information Technology and Services
- 44% Mid-Market
- 39% Small-Business
18,862 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Chargebee Retention automates customer retention for online subscription businesses by saving and preventing customer cancellations while helping merchants to learn, improve, and differentiate. As pio
- 50% Small-Business
- 50% Mid-Market
7,335 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Hook enables businesses to grow revenue from their customers using data. We help revenue teams forecast their growth, focus their time and act faster. We monitor all aspects of how your customers enga
- Computer Software
- Information Technology and Services
- 87% Mid-Market
- 11% Enterprise
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Frame AI is how the world’s biggest companies proactively unlock the hidden value of their data with Stream-Trigger Augmented Generation (STAG). STAG, pioneered by the PhD-led team at Frame AI, appli
- Computer Software
- 73% Mid-Market
- 14% Enterprise
2,042 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
SupportLogic delivers the world's first continuous support experience (SX) platform that enables companies to understand and act on the voice of the customer in real-time to immediately improve servic
- Computer Software
- Information Technology and Services
- 33% Enterprise
- 29% Mid-Market
1,673 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Automated responses & translation enhancing agent productivity & brand-alignment for Zendesk. Try Stylo for free for the first 14 days. What Can Stylo Do? - Boost your agents with the effici
- 62% Small-Business
- 38% Enterprise
- Overview
- User Satisfaction
- Seller Details
Eclipse AI is a generative AI tool that helps predict and prevent customer churn. Eclipse AI unifies and analyses your omnichannel voice-of-customer data and gives you actionable intelligence to driv
- Building Materials
- Construction
- 48% Mid-Market
- 42% Small-Business
8 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Qualtrics Frontline Care is the contact center experience management product that enables organizations to understand customers like never before with AI-powered automation and omnichannel analytics —
- Community Manager
- Corporate social media executive
- Telecommunications
- Marketing and Advertising
- 51% Enterprise
- 40% Mid-Market
42,765 Twitter followers
- Overview
- User Satisfaction
- Seller Details
>> Involve.ai is Leading the New Customer Intelligence Movement << Customer Intelligence to Power Your Success Harness true Customer Intelligence to uncover actionable insights that hel
- Computer Software
- Information Technology and Services
- 75% Small-Business
- 15% Mid-Market
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Churn360 is a data-driven AI customer success platform that helps SaaS businesses reduce churn and increase the lifetime value of Customers. It empowers businesses to access and analyze customer data,
- Computer Software
- 48% Mid-Market
- 33% Small-Business
1,986 Twitter followers
- Overview
- User Satisfaction
- Seller Details
Your AI digital coworkers to work with Service technician and Technical Support Engineers. 60% of the Operating budgets for B2B Product Companies is Support and Service. Product technical support i
- Telecommunications
- Hospital & Health Care
- 76% Enterprise
- 14% Mid-Market
23 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
GPTfy is the Salesforce-native, enterprise-grade solution that accelerates your Salesforce integration with Generative AI such as Open AI, Cohere, Anthropic, and more to kill grunt work happening in S
- 40% Mid-Market
- 40% Small-Business
28 Twitter followers
- Overview
- Pros and Cons
- User Satisfaction
- Seller Details
Paddle Retain (formerly ProfitWell Retain) is the best-in-class churn software that helps subscription companies reduce churn and improve customer retention, automatically. Sellers choose Paddle Retai
- 50% Mid-Market
- 50% Small-Business
16,545 Twitter followers
Learn More About Proactive Customer Retention Software
What is Proactive Customer Retention Software?
Proactive customer retention (PCR) software helps customer support teams and success managers track problem trends and churn risks before they become larger issues. It accomplishes this by using natural language processing (NLP) to track customer sentiment and machine learning models to predict issue trends. Other more sophisticated variants can use natural language generation (NLG) and natural language understanding (NLU) automation to better understand feedback on product design.
These products can provide rapid top-down trend analysis of customer complaints and disseminate its findings to the entire department in minutes. This helps supplement current subject matter experts (SMEs) by covering their blindspots by facilitating intra-team communication and budding SMEs by developing their expertise with examples of trends to recognize and anticipate. The software acts as a wingman and guidepost for customer support teams—all with the goal of promoting customer loyalty through quality service since happy customers are loyal customers.
This software streamlines the work process of customer service teams by automating routine work, improving cross-team communication, and generating customer health reports. For companies operating on a subscription-based business model, like SaaS, PaaS, etc., each customer or subscriber lost is a loss in revenue.
What are the Common Features of Proactive Customer Retention Software?
PCR products contain these core features as part of their package:
Text analysis: Most of the heavy lifting of PCR software is performed by its NLP capabilities to automatically track customer complaint content across customer engagement data for trends. The ability to detect keywords and key terms is critical for providing customer support teams with the context necessary to approach each case with as much familiarity and preparation as possible.
Sentiment analysis: The severity of each case is determined by the content of the interaction and the behavior patterns of each customer. Automating this sentiment detection capability increases the team’s response capabilities with a sense of current frustrations the customer is experiencing and if there has been a pattern in previous engagements.
Predictive algorithms: The core feature of PCR software is its ability to detect key indicators to anticipate problem trends based on historical data and pattern recognition. The goal is to prevent escalations from arising in the first place through preventative actions like preemptive outreach, prioritizing response time, and troubleshooting before customers see the need to request assistance.
Health scores: Each customer profile is assigned a health score to determine their attrition likelihood. Customer success managers are informed of risk factors and can provide triage on which cases require immediate attention. Support responsiveness, number of previous escalations, profile activity, etc., all contribute to the health score.
Case escalation: PCR prioritizes cases deemed urgent and routes them to the appropriate agents for the fastest response and resolution time. Some agents are more experienced and are thus better equipped to handle more complex cases. Intelligent routing can also take into account subject matter expertise when routing to the best-fit case manager.
What are the Benefits of Proactive Customer Retention Software?
The following are the benefits offered by proactive customer retention software.
Customer success: Customer churn rate is primarily driven by either poor customer service or slow response time. PCR software provides customer success teams real-time health scores based on sentiment analysis, reaction time, and escalation frequency. This helps customer success managers (CSMs) be equipped with the most up-to-date information when creating the best customer experience.
Productivity: Customer profile databases can be extensive, with relationships spanning years and a large, varied caseload. Having AI pattern recognition track problematic complaint trends and customer health metrics helps customer service agents proactively perform outreach to at-risk customers. Customer service professionals can stay atop their productivity by nipping issues before they spiral out of control.
Training: Customer support teams require substantial time and training to develop their intuition for recognizing problematic trends and high-risk cases. The onboarding process is a critical development point to ensure that no bad habits are consolidated during training. With correct usage, PCR software can be more than a crutch in the agent’s professional development but more of a virtual companion to guide them on their path to mastery. This can reduce the time to mastery for support teams drastically.
Triage: Should a crisis come to pass, PCR tools help prioritize the customer requiring urgent customer support and rapidly allocate the best qualified professional to resolve the customer complaint. This empowers teams to better coordinate and communicate on which challenges they are best suited to resolve. For customer retention strategies, new customers experience the most customer satisfaction when they feel their issues are resolved decisively, and existing customers experience the most satisfaction when they receive consistent, quality support.
Product feedback: PCR solutions can help track trends in message content, providing insights into what consistent technical difficulties customers experience and what features meet customers' expectations. In turn, product teams can use this feedback in product development to address any immediate pain points that CS teams regularly address.
Who Uses Proactive Customer Retention Software?
The business teams that benefit the most from PCR products are those that build long-term relationships with their customer base. PCR tools provide qualitative insights over time which helps build the story of customer experience.
Customer support teams: Front-line customer support teams can experience heavy workloads when a business experiences a hiccup or unexpected service error. Having a PCR product alert them of trends can greatly improve their ability to stay ahead of the issue and create standard resolution “canned responses” instead of being caught off guard.
Customer success managers: CSMs benefit the most from this product as they are assigned an entire portfolio of accounts to manage and maintain. With their attention distracted or better assigned elsewhere, PCR software acts as a wingman to watch the CSM’s blindspots for any alarming trends that can affect their portfolio’s integrity.
Product managers: Data-savvy product managers closely monitor customer feedback in their business’s customer support channels. While the content volume is large, having PCR software filtrate it for key terms and sentiments can provide critical insight into their product’s pain points.
Software Related to Proactive Customer Retention Software
Related solutions that can be used together with proactive customer retention software include:
CRM software: Customer relationship management (CRM) software is responsible for recording and maintaining interactions between a business, its prospects, and its customers. Where PCR software primarily focuses on maintaining relationships with current customers, CRM tools can integrate with PCR solutions by using the same database to move prospective customers into the PCR software’s current customer profiles. Customer-business interaction data collected by CRM software can also be provided to PCR tools as an additional datapoint for predicting and tracking customer trends.
Feedback analytics software: Feedback analytics software is similar to PCR tools but doesn’t focus on customer churn or escalation risk. It focuses on providing analysis reports to extract insights from unstructured text data. It only has the capacity to operate reactively to customer churn risks, which makes it an excellent tool to complement a PCR tool’s capabilities by providing a broader picture of customer engagement opportunities than only escalation prevention content.
Challenges with Proactive Customer Retention Software
Given the nature of AI-driven tech solutions, there are concerns that should be taken into consideration when adopting them into the tech stack.
Data quality: All machine learning instruments like NLP, NLG, and NLU require a thoroughly cleaned dataset to train the machine learning algorithms. This process is not to be handled lightly, and data input into the PCR tool can impact its performance if the examples are poorly recorded or mislabeled.
Trust: Trust in AI’s capabilities to replace or support human intuition is a difficult obstacle to overcome when presenting experienced and tenured professionals with an AI-driven alternative to help them in their responsibilities. This concern is not unfounded, given the history of chatbots replacing customer support representatives in this industry. While a team may be slow to learn or rely on PCR to help with their workload, there is also the possibility that others will outright reject its adoption.
Which Companies Should Buy Proactive Customer Retention Software?
The use of PCR software is heavily dependent on the business model it is trying to support. The data it uses to detect churn indicators are derived from existing long-term customer interactions across time.
SaaS, PaaS, etc. B2B: Subscription-based business models and those focusing on B2B products benefit most from PCR software. SaaS B2B business models have customer bases with long-term, relationship-building dynamics. PCR products work best with longitudinal behavioral datasets to train its predictive models. Customer support teams can also employ PCR tools since they can detect issue trends across the entire team.
SaaS, PaaS, etc. B2C: B2C businesses can also benefit from adopting PCR software products. PCR solutions’ ability to detect trends in customer complaints within the entire department is a valuable asset for any customer service team that wants to stay ahead of a customer service crisis. It could be a wave of complaints from a product suddenly going down or certain demographics experiencing errors that other populations aren’t, a PCR tool can digest an enormous amount of qualitative data simultaneously across many calls and channels.
How to Buy Proactive Customer Retention Software
Requirements Gathering (RFI/RFP) for Proactive Customer Retention Software
When selecting a PCR software product to complement the business’ customer needs, the scope of service needs to be considered. The number of channels (SMS, email, chat, social media, etc.) are important because the AI has to be optimized for certain types of content. Data storage and formatting are also important issues because the PCR product will need to be able to tap into the company’s historical data to make predictions and analyses.
Compare Proactive Customer Retention Software Products
Create a long list
Once the business need for a PCR product has been identified, a list of compatible products needs to be compiled. Some products can serve enterprise-level businesses, while others are better suited for medium and small businesses. Self-awareness of the company’s capabilities is critical for determining the best fit.
Create a short list
After creating a long list, more immediate issues like pricing, platform preference, and scalability will require the company’s attention. At this point, the selection criteria will have to be progressively stringent as a final decision needs to be made. Additional considerations like budgeting concerns, integration compatibility, and database compatibility need to be taken into account.
Conduct demos
Demonstrations should be part of every significant software purchase when possible. Such adoptions should always have the buy-in of the primary users, which in this case would be customer success and customer support departments. These are perfect opportunities to iron out any compatibility issues in the users having trouble with the user interface or if the technical hardware is compatible with the existing tech stack.
Selection of Proactive Customer Retention Software
Choose a selection team
When performing demos, include the software users, their respective managers, IT professionals, the legal department, data engineering or science or analysis teams, and product managers. They offer a unique perspective into how the software will interact with the company’s current data infrastructure, impact user experience, and have the creative implementation of the software not yet considered.
Negotiation
After selecting the company’s list of prospective software service providers and demonstrating the capabilities of each product of interest, negotiations are in order. Having two or three options helps determine which product gives the best bang for the buck.
Final decision
The final decision should be made with the input of all involved teams, SMEs, and users. It is best to select the product that fits the business needs, as no perfect option is available. It is also possible to consider employing a pilot program for the software product’s adoption. If necessary, the company can perform the adoption in stages so teams can easily transition to using the software.
Proactive Customer Retention Software Cost
Proactive customer retention software costs vary based on several factors, including business size, software features, and the vendor’s pricing model.
Many proactive customer retention tools operate on a subscription basis, which can range from monthly fees of up to $300 for small businesses to several thousand dollars for larger enterprises requiring extensive features and support.
Features that affect cost include data analytics, personalized communication capabilities, integration with existing CRM systems, and automation of retention campaigns. Some vendors may offer tiered pricing plans with different levels of features, while others might provide custom pricing based on specific business needs and scale. Additionally, implementation and training costs may be associated with getting the system up and running, which can add to the overall expenditure.
Proactive Customer Retention Software Trends
- AI and Machine Learning integration: Businesses are integrating AI and machine learning into customer retention software to enhance predictive capabilities. These technologies analyze vast amounts of customer data, uncovering patterns and trends that might not be immediately visible to human eyes. For example, AI assesses factors such as purchase history, interaction frequency, and customer sentiment to predict churn likelihood. These insights allow businesses to preemptively engage with at-risk customers using targeted offers or tailored communication, increasing the probability of retention. Moreover, companies are increasingly using AI-driven chatbots to handle basic customer service queries, freeing human agents to focus on more complex issues.
- Subscription economy adaptation: As more industries adopt subscription models, customer retention tools must address the specific challenges of maintaining subscriber loyalty. They manage billing cycles, identify usage patterns that indicate disengagement, and implement retention strategies like loyalty rewards or exclusive content. Software designed for the subscription economy often includes automated tools that handle cancellations delicately and guide customers seamlessly through subscription renewals.
Written and researched by Jeffrey Lin
