Customer Interaction Analytics – Understand Actual Dynamics behind Customer Attrition
Analysis of customer interactions across different touchpoints can empower you with actionable insights on the root causes of your customer churn. Customers considering defecting, usually, share their concerns and problems, while interacting with your organization, prior to their opting out. For instance, if customers contact multiple times and complain about their ongoing unresolved issues, or display negative emotions, or mention competitors, they are, to a certain degree, showing their intention to churn in the near future. Your customers directly or indirectly let you know when they are planning to switch. But to understand your customers, you need to constantly and carefully listen to them and promptly act when needed.