Retention & Churn
At-Risk Customer Check-In
An at-risk customer check-in is a conversation with a customer who is showing signs of drifting away, such as falling usage, unanswered messages, open complaints or a change of contact. The goal is to find out what is going on while there is still time to act. The questions below are open and non-defensive, and they are made to be said aloud, so that the customer feels listened to and not chased.
16 questions
When to use this template
- When usage has dropped, a key user has left or the customer has stopped replying to your messages.
- After a complaint, an incident or a series of support tickets that were not fully resolved.
- Ahead of a renewal when the account is flagged as uncertain by your team.
Questions to ask
Opening
- 01I wanted to check in with you personally. How are things going on your side?
- 02How would you describe your experience with us over the last few weeks?
- 03Has anything changed in your team or priorities recently?
What is getting in the way
- 04What has been the hardest part of using us lately?
- 05Is there something you were expecting from us that you have not seen?
- 06Have you had an issue that was not solved to your satisfaction?
- 07How much time can your team give to using us at the moment?
Value and goals
- 08What were you hoping to achieve with us this year?
- 09How far along are you towards it?
- 10If it is not going as planned, what do you think is getting in the way?
Looking at alternatives
- 11Have you thought about other ways of doing this?
- 12What would an alternative need to offer to be attractive to you?
- 13What would make you more confident about continuing with us?
Agreeing next steps
- 14What is the one thing we could do in the next month that would help you most?
- 15Who should be involved on your side to make that happen?
- 16When would you like us to talk again to see how it is going?
Tips for a useful conversation
- Be honest about why you are calling; a customer notices a scripted check-in immediately.
- Start by asking and listening, and keep any solution until you really understand the problem.
- Look at facts before the call, such as usage, tickets and contacts, but do not recite them to the customer as if they were an accusation.
- Agree on one or two small, concrete actions with a date rather than a long list of promises.
- Follow up exactly when you said you would, because credibility is rebuilt through kept commitments.
Mistakes to avoid
- Waiting for the renewal to ask, by which time the customer has already decided.
- Sounding defensive when the customer shares a complaint.
- Offering a discount or a feature promise to end the call, without addressing the cause.
- Contacting only the main sponsor when the problem is with the users.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.