Know which customers are about to leave — while you can still save them
CSAT Risk Alerts watch sentiment, response patterns, and account signals across every interaction, then flag at-risk customers early enough for your team to act.
How it works
By the time a customer files a low CSAT score or stops replying, you've usually already lost them. Leadify's CSAT Risk Alerts read sentiment and behavior across tickets, chats, and account activity to score risk continuously — not once a quarter. Because it runs on your unified record, it weighs support frustration alongside usage, renewals, and open deals to tell you who needs attention now.
Continuous risk scoring
Every interaction updates a live risk score instead of relying on occasional surveys.
- Reads sentiment and frustration across all channels
- Detects rising ticket frequency and slow responses
- Factors in usage drop-off and renewal timing
- Surfaces the specific signals driving each score
Alerts that reach the right owner
When risk crosses your threshold, the account owner and manager hear about it immediately.
- Real-time alerts by Slack, email, or in-app
- Routes to the CSM or rep who owns the account
- Includes a plain-language reason and suggested action
- Escalates high-value accounts automatically
See the trend, not just the moment
Track how sentiment moves over time so you catch slow decline as well as sudden spikes.
- Account-level sentiment trend lines
- Cohort and segment churn-risk dashboards
- Flags accounts drifting down before they hit red
- Measures whether your saves actually worked
Where teams use it
Built for real revenue work.
Proactive save plays
CSMs get a heads-up the moment an account trends negative, with the context to reach out before frustration becomes a cancellation.
Renewal protection
Risk scores surface shaky accounts weeks ahead of renewal, giving your team time to rebuild the relationship instead of scrambling.
Prioritizing a large book of business
When a CSM owns hundreds of accounts, risk scoring points them at the handful that actually need attention this week.
“We used to find out a customer was unhappy in the churn report. Now we get an alert while there's still a conversation to have. It's changed how the whole team works.”
FAQ
Questions, answered.
What signals go into the risk score?
The score combines sentiment and frustration across tickets and chats, ticket frequency and reopen rates, response and resolution delays, product usage trends, and account context like tier and renewal date. Because it's all on one Leadify record, the score reflects the whole relationship, not just support.
How is this better than sending CSAT surveys?
Surveys are lagging, low-response, and only capture the customers who bother to reply. CSAT Risk Alerts read every interaction continuously, so you spot decline about five times earlier than a quarterly score would show it — and for accounts that never fill out a survey at all.
Won't it flag too many false alarms?
You set the risk threshold, and the model explains why each account was flagged so your team can judge quickly. At maturity most teams see around 85% of flagged risks confirmed as genuine, and every outcome you log improves precision.
Do we need a separate churn or analytics tool?
No. Risk scoring is native to the Leadify Service CRM and works on the customer data you already have. There's no separate churn platform to buy, no data pipeline to build, and no per-seat AI fee.
Keep exploring
More from the Leadify platform.
Service CRM
The all-in-one service platform where risk scoring draws on the full customer record.
AI Triage Agent
Auto-categorize and route every ticket in real time, escalating at-risk accounts first.
Knowledge base reduces tickets
How self-service deflection lowers frustration and the tickets that drive churn.
Catch churn while it's still a conversation.
Turn on CSAT Risk Alerts and get warned early enough to save the account — included in Leadify.