Keep customers engaged before they consider leaving.
By the time you know they're unhappy, they're already talking to competitors.
By the time they tell you they're cancelling, the decision's made.
You can't save a customer you didn't know was at risk.
Here's what customer churn actually looks like:
Someone stops using your service as much. Or they don't respond to your renewal email. Or they quietly start evaluating alternatives. Your team doesn't notice. They're busy with new sales. Or they assume everything's fine because the customer hasn't complained.
Then one day: 'We've decided to go with someone else.' It's not sudden. You just didn't see it coming. The signals were there. Declining usage. Unanswered emails. Missed check-ins. But nobody was watching.
Your Customer Success team knows they should be doing proactive outreach. Monthly check-ins. Usage reviews. 'How are things going?' conversations. But they're underwater. 200 accounts per CSM. They're lucky if they talk to each customer once per quarter. And by then? The at-risk ones are already gone.
How Friyay solves it
We keep your customers engaged proactively. As a service.
- 1Systematic check-insWe reach out to your entire customer base regularly via SMS. Not when they complain. Before they have a reason to complain. 'How's everything going with your service? Any issues we should know about?'
- 2Early warning systemSomeone says they're having problems? Or they're not as satisfied as they should be? We surface that to your team immediately. Before it becomes a cancellation.
- 3Renewal conversationsContract coming up? We start the renewal conversation early. Answer their questions. Address concerns. Make sure they're ready to renew before the date arrives.
Result: You keep customers you would have lost. Not because you convinced them to stay. Because you stayed engaged before they decided to leave.
How this works
Three things happen:
- 1We schedule systematic engagementBased on your customer lifecycle — maybe monthly check-ins, maybe quarterly, maybe tied to usage patterns. We reach out to every customer regularly via SMS.
- 2We have proactive conversationsNot surveys they ignore. Real conversations. 'How's it going? Any challenges we should know about? Anything you need help with?' We listen. We capture feedback. We identify risks.
- 3We surface insights to your teamCustomer mentions a problem? We flag it immediately with full context. Someone's ready to expand? We tell you. Renewal coming up and they seem hesitant? Your CS team knows.
Timeline: Day 1 we map your customer base and engagement schedule. Day 2 we start conversations. Week 1 you're getting insights you didn't have before.
Who this works for
Subscription and service businesses:
- SaaS companiesMonthly or annual contracts, need systematic engagement to prevent churn.
- Service providersOngoing client relationships, need to stay top-of-mind and identify issues early.
- Membership businessesLarge customer bases where personal touch isn't scalable.
Any business where customer retention matters more than new acquisition. Where lifetime value depends on keeping people engaged year after year.
The economics
- Cost of churnLose 10% of a $10M customer base = $1M lost revenue. Cost to replace them = $5M-7M in acquisition costs. Total impact: $6M-8M.
- Cost of preventionFriyay: $21K-30K per month = $252K-360K per year. Retained revenue from reducing churn by half: $500K+. Net benefit: $140K-250K in year one. Plus you keep the expansion opportunity. Plus you keep the referral potential. Plus you don't spend years rebuilding what you lost.
Common questions
Every month, some of your customers are quietly evaluating alternatives.
Having small issues that are annoying them. Wondering if there's something better. Starting to think 'maybe when our contract's up...' Your CS team doesn't know. Because those customers haven't said anything. Yet. Or: we stay engaged, surface issues early, and give your team time to keep them.
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See how AI-powered conversations can transform your sales pipeline.