Why Are Your Customers Abandoning Your Product?
Listen to customer voice at every touchpoint
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Silent Churn: Usage is declining, customer quietly leaves. You learn why from the exit survey β too late.
- Scattered Product Feedback: Feature requests spread across email, Slack, and support tickets. Prioritization is difficult.
- Onboarding Dropoffs: Trial users aren't activating. What step did they get stuck on? What didn't they understand?
- Support Dissatisfaction: Opened a ticket, waiting 3 days for a response. Started looking at alternatives.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the Software Customer Journey
CustomerEcho captures your customers' experience from trial to payment, onboarding to daily usage, support to renewal.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
5-7%
Average monthly SaaS churn
20-30%
Churn reduction potential
25-40%
In-app feedback rate
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Trial User Dropoff
User started a trial, tried 3 features, couldn't complete any of them. Abandoned the product.
Potential $500/month customer lost. Why? UX, missing features, or pricing? Unknown.
Similar Situations
Understanding the dashboard took 30 minutes, I gave up.
Setting up the integration is too complex, documentation is lacking.
Pricing page is confusing, couldn't figure out which plan to choose.
With CustomerEcho, collect micro-feedback during trial. 'Was this step easy?' 'What were you trying to do?' β instant learning.
Customer Success Blind Spot
Enterprise customer using the product for 6 months. Usage metrics look good but the champion left, new person doesn't know the product.
Surprise at renewal time: 'No budget, nobody uses the product.' $50K ARR lost.
Similar Situations
Our main user left, there was no transition training.
We didn't see the ROI we expected, looking at alternatives.
Features are good but competitor's price is more attractive.
With CustomerEcho, collect quarterly check-in feedback. Beyond usage metrics, capture perceived value and risk signals.
Support Frustration
Customer reported a critical bug. No response for 48 hours. Spent 2 days finding a workaround.
Fixed the issue but trust was damaged. Said 'we're evaluating alternatives' before renewal.
Similar Situations
Waiting 3 days for a response, no live chat available.
Agent didn't understand the issue, explained it 5 times.
They gave a workaround, real solution still missing. For 2 months.
With CustomerEcho, collect CSAT after every support ticket. Measure response speed, resolution quality, and communication tone separately.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Product Usability
UX, feature discovery, and navigation
Example topics: Ease of use, Feature discovery, Performance, Mobile experience
Onboarding
First-use and activation experience
Example topics: Setup ease, Documentation, Time to first value, Training materials
Support
Technical support and customer service
Example topics: Response speed, Resolution quality, Agent knowledge, Self-service
Value Perception
ROI and product value
Example topics: Price-value ratio, ROI realization, Competitive comparison, Innovation
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Predict Churn Early
Beyond usage metrics, measure perceived value and satisfaction. Catch risk signals early.
Feed Your Product Roadmap
Centralize scattered feature requests and prioritize based on customer voice.
Optimize Onboarding
Increase trial conversion by understanding where users get stuck.
Improve Support Quality
Measure agent performance with ticket-level CSAT and improve SLAs.
Ready to Improve Customer Success?
First 14 days free. No credit card required. Integration in 10 minutes.