PR-4102 · Live
Stay Offer
When a customer calls in to cancel, Stay Offer opens on that account before the membership coordinator says a word. It pulls the whole picture into one view: how long the customer has been a member, their payment history, any recent complaints, and what technicians wrote up on past visits. Next to that picture it lays out a set of offers sized to this customer. The options include a rate freeze, a partial pause, a free month, a service upgrade, or a handoff to a supervisor. The coordinator picks the one that fits and types in what the customer said. The outcome then lands back on the customer's profile.
The promise
On every cancellation call, the coordinator already knows who is on the line and what might keep them. There is no need to put the customer on hold and dig through screens. The offers are ready and sized to the customer's history, so the save conversation starts right away. The minutes that used to go into searching and guessing go back into listening to the person on the phone.
How it works
The path from input to value.
- 01
The call is flagged as a cancellation
When an inbound call comes in as a cancellation, Stay Offer opens on that customer's account. With a connected system it happens automatically; without one, the coordinator opens it on the account themselves.
- 02
The account picture is assembled
Stay Offer pulls tenure, payment history, recent complaints, and technician notes into one view, so the coordinator has the full story before speaking.
- 03
The offers are presented
A set of retention offers sized to this customer's history appears next to the account picture, drawn from the options the business has set up.
- 04
The coordinator works the save
The coordinator picks the offer that fits and records what the customer said in response.
- 05
The outcome is saved
The result is logged and written back to the customer's profile when a system is connected.
The day before. The day after.
Same moments. Lived differently.
A member calls to cancel. The coordinator pulls up the account and starts scanning tenure, payments, and past complaints while the customer waits on the line.
10:55 AMA member calls to cancel. The account picture is already on screen: tenure, payment history, recent complaints, and technician notes, all in one view.
10:55 AMBefore
A member calls to cancel. The coordinator pulls up the account and starts scanning tenure, payments, and past complaints while the customer waits on the line.
After
A member calls to cancel. The account picture is already on screen: tenure, payment history, recent complaints, and technician notes, all in one view.
Still hunting for the technician notes from the last visit. The coordinator puts the customer on a brief hold to think about what they can offer.
11:02 AMThe offers are listed and sized to this customer. The coordinator leads with a rate freeze and a free tune-up, the two that fit the history in front of them.
11:02 AMBefore
Still hunting for the technician notes from the last visit. The coordinator puts the customer on a brief hold to think about what they can offer.
After
The offers are listed and sized to this customer. The coordinator leads with a rate freeze and a free tune-up, the two that fit the history in front of them.
The coordinator offers a discount off the top of their head, loses the save, and types up the outcome by hand after hanging up.
11:08 AMThe customer stays on the basic plan. The coordinator records the response in the same place, and the outcome saves back to the profile on its own.
11:08 AMBefore
The coordinator offers a discount off the top of their head, loses the save, and types up the outcome by hand after hanging up.
After
The customer stays on the basic plan. The coordinator records the response in the same place, and the outcome saves back to the profile on its own.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Predicting or flagging at-risk accounts before a cancellation call comes in.
- ×Placing outbound retention or win-back calls.
- ×Applying the chosen offer to billing or the membership record automatically.
- ×Handling renewals or scheduled membership outreach.