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Language: English
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Use cases

Repeat sales and churn reduction

With CONTACT.WORK, you earn more from existing customers and lose fewer of them. From orders and past inquiries, the platform sees who will need a new order soon, whose contract is ending, and who hasn't bought in a while – and an AI agent reaches out with an offer at the right time. Account managers spot unhappy customers early, and cancellation calls go to a dedicated team that sees the customer's contract and complaints and can find out why they're leaving.

Get a quotePricing
$0license feesYou pay for support and AI
1customer recordCalls, emails, and purchases in one place
Anysystem with an APIOrders and contracts are pulled from it
Your owncustomer scoring modelOwned by you

Challenges

What goes wrong when you track existing customers by hand

Deadlines slipSomeone remembers the contract end date too late – the customer has already switched to a competitor.
Past customers are forgottenPeople who bought a year ago hear nothing from you until they find someone else.
Churn is spotted too lateYou learn a customer was unhappy from their cancellation request, even though complaints came earlier.
Cancellations go to whoever is freeThe call goes to the first available agent, who doesn't know the customer's history.
Upsells depend on memoryAn add-on service gets offered only if the agent remembers it.
Calling down the list by handAccount managers spend days working through a call list, and many of those calls are pointless.

Solution

What changes for your business

Timing

Every offer on the right date

The platform pulls dates from purchase and contract history. On the right day, the AI agent tells the customer the price and terms by voice or text, and transfers anyone undecided to an account manager.

  • Order history
  • Contract end
  • Handoff to a manager

Risk

See which customers you might lose

The platform rolls each customer's inquiries, complaints, and ratings into one churn risk score. Account managers see which of their customers to talk to first, and who is ready for more services.

  • Complaints, ratings
  • Churn risk
  • Expansion

Cancellation

A dedicated team handles cancellations

When a customer says they want to cancel, the IVR understands it and routes the call to specialists who handle these cases. They see the customer's terms and past inquiries and find out the reason.

  • Speech-based topic
  • Dedicated team
  • Customer history

Lapsed customers

Offers for customers who haven't ordered in a while

The platform finds customers who haven't ordered in a long time, and the AI agent sends them a personal offer or reminds them about their reward points.

  • Lapsed customers
  • Personal offer
  • Reward points

Call list

Likeliest buyers at the top

A model trained on your company's history moves customers most likely to buy again to the top of the list. It also suggests the best time to call based on past conversations.

  • Customer scoring
  • Call order
  • Best time to call

Examples

Existing customers: four examples

Before and after.

The contract ends in a week

Before, someone remembered the contract end date in the last few days, or even later, after the customer had already signed with a competitor. Now, a week before the end date, the AI agent calls the customer, quotes the renewal price, and explains the benefits of a longer term. Customers who agree renew without hanging up, and an account manager follows up with anyone undecided. Account managers spend their time only on customers who need help.

  • Call a week ahead
  • Renewal without a manager
  • Help for the undecided
Example 1 of 4

You decide when to call, what to offer, and who goes to an account manager. We configure these rules at launch.

Features

More use cases for existing customers

Offers, post-purchase follow-up, churn risk, and oversight.

Offers

  • ReorderThe AI agent looks at past purchases and offers to order the same service again, optionally with a discount.
  • Personal offerWhen a customer calls, the agent makes a relevant offer straight from the customer record.
  • Reward pointsThe AI agent tells the customer how many reward points they've earned.
  • BirthdayA couple of days before their birthday, the customer gets birthday wishes and a discount offer.
  • Opt-in campaignsCustomers who opted in to marketing messages hear about your new services.
  • Unfinished orderWhen an order or payment is left incomplete, the AI agent sends a reminder and helps the customer finish it.
  • Limited-time offerThe offer runs for a limited time; a couple of days later, customers who haven't bought get a reminder, and those who have don't.
  • Lists from historyCall lists are built from calls, inquiries, and deals, and anyone you've already talked to is removed.

After the purchase

  • Post-onboarding callShortly after a customer starts, the AI agent checks whether everything is working for them and reports problems to support.
  • Post-service surveyAfter service, customers are asked for a rating, and low scores go straight to a supervisor.
  • Next-step taskAfter a call, the next action appears in the account manager's task list.
  • Deadline remindersThe system reminds account managers when a contract or an open request is about to expire.

Churn risk

  • Pause instead of cancelCustomers who want to leave are offered a contract pause or a different plan.
  • Response by risk levelcustomized for youLow risk gets a message, medium risk gets a call from the AI agent, and high risk goes straight to an account manager.
  • Signals from callsRepeat complaints, refund requests, asking for a manager, and competitor mentions raise the churn risk score.
  • Buying less often is a reason to callIf a customer starts buying or getting in touch less often, the platform flags it before complaints appear.
  • An offer that fits the complaintA price complaint gets a pricing option, a delivery-time complaint gets a timing fix – no blanket discount for everyone.
  • Cancellation through the portalcustomized for youIf a customer starts canceling online, you reach out right away by email or phone.
  • Churn reason in the recordThe reason a customer left is recorded in the same format every time, and a churn-reason report shows what to fix.
  • Suggested offerWhen talking to an at-risk customer, the agent sees the AI assistant's suggestion on what to offer, based on similar cases.

Oversight

  • Upsells on callsSpeech analytics flags calls where the agent didn't offer an add-on service.
  • Upsell suggestionDuring the call, the AI assistant names the service worth offering.
  • Reasons for saying noA report shows why customers decline and which competitors they mention.
  • NPS surveysCustomers rate your company, and that rating feeds into the churn risk score.
  • Customer scoring modelcustomized for youBuilt on your sales history, it shows who to call first.

Modules

Contact center modules

Customer success platformCollects calls, emails, orders, and complaints in the customer record and calculates a churn risk score, so account managers notice unhappy customers in time.→Machine learningLearns from your sales data and orders the call list, putting customers most likely to buy again at the top.→Auto dialerCalls customers whose reorder is due or whose contract is ending, and retries unanswered calls during the hours you set.→IVR (phone menu)Recognizes the call topic from speech and routes cancellation calls to the agents responsible for them.→Agent assistDuring the call, suggests which service to offer based on the customer's purchases and similar deals.→Speech analyticsChecks whether agents offer add-on services on their calls and shows why customers say no.→
More reorders and renewalsRenewal and reorder dates trigger an automatic reminder from the AI agent. Account managers stop tracking deadlines by memory, and fewer sales slip away.
Unhappy customers flagged before they cancelBased on complaints, ratings, and how often customers get in touch, the platform flags those who may leave. An account manager can call and sort things out while the customer is still with you.
Cancellation is more than paperworkThe IVR recognizes from speech that the customer wants to cancel and routes the call to a dedicated team. That team sees the customer's terms, how long they've been with you, and their complaints.
More upsells on callsDuring a call, the AI assistant suggests a relevant service based on similar deals, and speech analytics checks whether agents actually make those offers.

Launch

Implementation in six steps

  1. 01DataWe connect the platform via API to the system where you keep orders, contracts, inquiries, and customer ratings.
  2. 02RulesWe agree on when to offer a reorder or renewal and what counts as a sign that a customer may leave soon.
  3. 03ScriptsWe write what the AI agent says for reorders, renewals, and calls to lapsed customers, and decide when an account manager steps in.
  4. 04ModelIf you have enough history, we train a model on your sales and compare its predictions with past results.
  5. 05PilotWe start with a segment of your customers, listen to the recorded calls, and adjust the offers and the AI agent's wording.
  6. 06Go-liveWe roll out to all your customers, then use reports to track whether reorders and renewals are growing and how many customers cancel.

Preparation

What to decide in advance

Where is your customer data?Tell us which system holds your orders, contracts, and inquiries – we'll connect it via API.
When is it time to reorder?For each service, decide how long after a purchase to offer the customer a reorder.
When should renewal offers go out?Choose how long before a contract ends the AI agent should call with a renewal offer.
What can be offered?List the discounts, rewards, and special terms the AI agent can offer without an account manager.
Who handles unhappy customers?Name the people who take high-risk customers and cancellation calls.

Q&A

Frequently asked questions

How does the platform know it's time for a customer to reorder?

It looks at when the customer ordered before and when their contract ends. These dates are pulled from your business system.

How is churn risk calculated?

The platform weighs complaints, ratings, how often the customer buys and gets in touch, and what the customer says on calls – a refund request, for example. Account managers see the score in the customer record and as a list across all their customers.

Do we need our own data analysts for the model?

We build and test the model for you, and it belongs to you as the customer who paid for the work.

Who does the AI agent not call?

Customers who asked not to be called are removed from the list (your do-not-call list), and calling hours follow each customer's time zone. Automated marketing calls go only to customers who have given consent, as the TCPA requires.

What if we have a small team?

Reminders, messages, and the customer record help small teams too. The voice AI consultant is for larger companies: we offer it to contact centers with 10 or more agents.

How much will it cost?

There are no licenses – the platform is free. Setup and the model are billed as support hours at your plan's rate, and we'll estimate the hours after reviewing your data. AI usage is charged separately; ask us for pricing.

Pricing calculator →

Glossary

Terms on this page

Customer record
The screen of customer data an agent sees during a conversation. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Net Promoter Score (NPS)
How willing customers are to recommend your company – based on one question rated 0 to 10. Learn more →
Customer success platform (CSP)
A system for managing customers after the sale. Learn more →
Agent assist
Suggests answers from the knowledge base to the agent during a conversation. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →

More

Related reading

Appointment booking How an AI agent books customers, reminds them of their visit, and invites them back for a repeat service when it's due – with no manual calls by your staff. Learn more For sales teams A sales team's workday: calling new leads, the full deal history at hand, and reports that show each rep's work. Learn more Omnichannel inbox How a customer's messages from messaging apps, social media, and email land in one timeline with their calls, so the agent sees the whole conversation at once. Learn more AI agent savings Calculate how many account manager hours you free up when an AI agent takes over reminders and calls to existing customers. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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