Reactive vs. Proactive
Most support is reactive: something breaks, the user complains, you fix it. Proactive support is fixing it before they complain—or even before they know it’s broken.
Signals of Churn
Users rarely just leave. They give signals first:
- Usage Drop-off: Login frequency decreases.
- Feature Abandonment: They stop using a key feature they used to love.
- Pricing Page Visits: They are checking if they can downgrade.
- Export Data: The ultimate red flag.
Intervening with Dexra
Dexra connects with your product analytics. When a high-value user triggers a “Churn Risk” signal, Dexra can automatically:
- Alert their dedicated Success Manager.
- Send a personalized check-in email (“Hey, noticed you haven’t used X lately, need help?”).
- Offer a proactive discount or consultation.
Saving a customer is 5x cheaper than acquiring a new one. Proactive support is your best retention strategy.