We started flagging ‘repeat contact within 7 days’ in Zendesk and auto-enrolling those customers into a personalized check-in with a choice-based offer, lifting saved accounts by 9% last quarter. What tools or workflows help you detect churn intent early and route tailored outreach so it feels like care, not a coupon?
We’ve had more saves by keying off help-center search intent, not just repeat tickets. > trigger fix-first outreach, offer only if unresolved — same; when someone searches “cancel” or “refund” twice in 48h and has an open ticket, Zendesk + Segment auto-assigns a named owner to send a 60-second Loom with a fix-by date, and we only add credit if we slip. Took a week to tune keywords to cut false positives — anyone else using search intent signals?