Turn customer risk into customer success. Proactively.
Prevent churn before it happens. Drive expansion when opportunity strikes. Your customers are showing you exactly when they need help and when they’re ready to upgrade. Stop waiting for churn signals and connect with them before they consider alternatives.
The broken CS process, and what it costs
Reactive customer success hears about problems last — and pays for it at renewal.
Churn signals hidden in silence
By the time you see usage dropping and features abandoned, customers have already mentally checked out and started evaluating competitors.
Support ticket firefighting
You only hear from customers when they’re frustrated. Every interaction becomes damage control, not relationship building or expansion opportunity.
Expansion opportunities missed
Power users explore advanced features, hit usage limits, invite teammates — but you don’t know until the renewal conversation.
One-size-fits-all outreach
Your $100K/year enterprise customer gets the same quarterly check-in as your $500/month startup — both are equally likely to churn.
Customer success that actually succeeds
While competitors wait for support tickets and renewal calls, you’re preventing churn and driving expansion in real time.
Catch problems before they become churn
Identify customers showing distress signals — declining usage, error patterns, or help page visits — and connect instantly with personalized support before they consider alternatives.
VIP experience for every customer
Deliver VIP-level support at scale. When customers visit your help center, offer live expert help instead of making them search docs.
Strike while expansion opportunity is hot
Know exactly when customers explore premium features, hit usage limits, or research add-ons. Connect them with your CS team while buying intent is high — not months later at renewal.
Proactive customer intelligence that prevents churn
The signals your customers are already sending — and the tools to act on them in the same session.
Churn risk detection
- Usage pattern analysis — spot declining engagement before customers mentally check out
- Feature abandonment alerts — get notified when key feature adoption drops
- Help-seeking behavior — track knowledge base visits, error pages, and support searches
Expansion opportunity identification
- Feature exploration tracking — see when customers test premium or advanced features
- Usage limit monitoring — catch customers approaching plan thresholds
- Team growth signals — track when customers invite colleagues or explore collaboration features
Live co-browsing & screen control
- See exactly what they see — live view of customer screens during support calls — no setup, no screen sharing prompts
- Click for them — take control to navigate, highlight features, or demonstrate workflows instead of describing “the button in the top right corner”
- Solve faster — fix problems in 30 seconds that would take 5 minutes of back-and-forth over email or screenshots
The features behind the play
Three parts of Captiwate do the heavy lifting for customer success teams. Dig into each one.
Co-Browsing
See exactly what they see, then click for them — no downloads, no links to send, one-click permission.
Live Video & Chat
Offer live expert help the moment a customer lands on your help center — chat first, face-to-face when it matters.
Visitor Identification
Know which customer is on your site, what they’re exploring, and when engagement drops — before the ticket arrives.
From reactive support to proactive success
- Wait for support tickets
- Quarterly check-in calls
- Generic health scores
- Renewal conversations as expansion attempts
- Churn post-mortems asking “what went wrong?”
- Intervene before problems escalate
- Right-time, right-context conversations
- Behavioral intelligence and real-time insights
- Expansion conversations during peak engagement
- Success stories asking “how can we do more?”
Turn customer risk into customer success
See how Captiwate spots at-risk accounts and expansion signals on your own website — in a demo built around your customers and your CS team.
Book a demo