Break the Silence
Find the day customers start chasing, and speak before they do.
The job
Finds the stage in each process where silence makes customers start chasing, speaks first at that stage, proves the chasing stopped, and prices the contacts avoided.
The moment
Each stage of the application process shows how long customers wait in silence before they start chasing. At stage 4, the security review, it is six days, with 8,100 "where is my application?" calls a month.
The stage owner approves one WhatsApp update, sent on day 5 of the stage.
A month later, calls at that stage are down 63%, measured against a test set in advance, saving 4,200 agent hours.
The hotline manager moves two agents to the backlog queue while the meeting is still running.
What it does
- Draft message variants
- Register proactive change
- Enable stage message
- Pause stage message
- Update the AI agent's status answer
- Drill chasers
What you see
Fuse wall (one burning fuse per stage) plus a patience-cliff curve and a pre-registered change card per stage
What it moves
Status-chasing contacts per stage per month, and per 1,000 cases where volumes are known, turned into agent hours and dollars avoided.
Built for
- Contact-centre operations
- Product & digital
- CX leaders & VoC
