Lifeboat Mode
When a rival's service fails, be ready for the customers who switch, then keep them.
The job
Tracks every new customer who says they came from a rival and finds the moment in their first month when they nearly leave. When a rival's crisis sends a wave your way, prepares onboarding and service for it: service readiness, never marketing to poach.
The moment
A rival network goes down across a region overnight.
By the morning team meeting, the banner shows 1,200 public posts from people saying they're moving, and a fast lane for customers bringing their number across is switched on.
A month later, a map follows these switchers through their first month. They get past the first bill, the point where the last group of switchers ran into trouble.
Switchers' complaints are 30% below other new customers, and the most-quoted line is "the transfer took 20 minutes".
What it does
- Tag a ticket into the switcher cohort
- Switch on the port-in fast lane
- Publish switcher answers to KB, bot and macros
- Send the WFM staffing note
- Log a dock fix and its verdict
What you see
Sea-chart voyage map of the switcher cohort's first month, with a lifeboat banner mode that lowers when a rival sinks
What it moves
Switchers' share of complaints in their first month compared with other new customers, and how many switchers stay for their first 90 days, where CRM data is available.
Built for
- CX leaders & VoC
- Contact-centre operations
- Executives & leadership
