Support Churn Risk Assessor

Audit your current support flow for high-friction touchpoints.

1. How hard is it to find the 'Contact Support' button?

Persistent in app header/footer Behind a 'Help' menu Hidden at the bottom of knowledge base articles

2. What happens when they click it?

Direct email or human chat opens Forced to select a category first Forced to chat with an AI bot first

3. Can the bot solve account-state issues (refunds, plan changes)?

We don't use a bot Yes, it has backend integration No, it just quotes help articles

4. How easily can they escalate to a human?

Instant/Always available Must type 'talk to human' or fail 2 bot prompts Deflected to email form with 24hr+ SLA

5. Are humans allowed to go off-script to solve edge cases?

Yes, highly autonomous Requires manager approval No, strictly macro-driven

Your Risk Profile

You are treating your customers well. Friction is low, and resolution intent is high.

You have implemented speed bumps. You are likely saving money on support costs but losing it quietly on retention.

Your support architecture is actively hostile. You are relying on customer exhaustion (deflection) rather than resolution.

HumanHello

Real human customer support for brands that actually care about their customers.

Philosophy Manifesto