previous icon Back to blog
Mar 23, 2022
3 minutes read

3 Questions to Ask to Reduce Customer Churn Rates

Struggling with high churn rates? If you’re in the utilities or telecoms industries, then you may always be looking for new ways to retain your customers in the long run. Historically, both have experienced relatively high churn rates. The telecommunications industry has an average churn rate of 30% to 35%. While the utilities market has a churn rate of approximately 12-15% for Western European markets.

Brechtje van Houtum
Brechtje van Houtum,
Content Marketer

Consumers are more informed and empowered than ever — from comparing different data and minutes packages for their phone to easily pulling up a YouTube video to discover the best, most affordable energy companies. 

In this blog, we cover three of the key questions you need to ask to help reduce your churn rates. These questions are three of the eight you should ask to develop a great strategy to reduce your customer churn rates — let’s take a look. 

1.     Do you provide excellent omnichannel customer support?

This is the first question you need to explore when addressing high churn rates. Poor customer support is one of the fastest ways to lose your customers. PWC reports that 1 in 3 customers stopped doing business with a company after a negative customer service experience. 

Customers have high expectations — they expect immediate, supportive responses from your team. They also expect to be able to get support on their favourite channels — from Facebook chat to phone calls. As Forrester notes, a seamless omnichannel experience that is consistent across devices and channels is key to preventing high churn rates. 

2.     Do you monitor for low customer satisfaction and step in before disappointment spirals?

As Reloadly argues, even in prepaid-based markets — churn never happens suddenly. Before ditching your brand, customers make their way through a ‘dissatisfaction journey’ — this may look like this: 

  1. Complaining about your company and services more often
  2. No longer responding to calls, emails, or messages
  3. Using language that shows negative affect (“I’m irritated about...”) 
  4. Ignoring discounts, upgrades, or other special offers
  5. Making threats to leave
  6. Failing to pay bills on time
  7. Indicators of price sensitivity

To prevent churn, you need to make note of more frequent occurrences of one or more of the above — across every channel you interact with your customers. Reps and AI need to be trained to notice and step in when customers feel frustrated, irritated, or let down by you. 

3.     Do customers have all the information they need — when they need it?

As we note above, most modern consumers are digital natives — they look for information on companies and brand recommendations online. Digital natives are autonomous — they like to find information for themselves and trust what they can see and read, rather than what they hear from sales or support reps. 

To empower your customers and keep them happy, make sure they have access to all the information they need. Include clear FAQs on your company, packages, prices, and services. Customers should be able to discover the discounts quickly and easily they’re entitled to, how they can renew their account, and what their packages and your services include. In addition, you should also help them effortlessly track their data — from their energy usage to their meter readings. 

In our new paper, we explore eight ways to reduce churn in detail. You’ve read three, to read the other five — download the paper here

Was this article interesting?
Share it!
Brechtje van Houtum
Brechtje van Houtum,
Content Marketer
logo linkedin icon

As a content marketer, Brechtje is responsible for all content about our SaaS products. Loves to be up-to-date about new technologies and believes in 'customer first'.

Latest articles

May 10, 2024 •

Happy clients, happy agents: The "platform effect" in customer service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalised service - long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

Jan 12, 2024 • Customer Experience

Experience Elevation: Customer engagement tech trends 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with's Mobile Service Cloud.

How the timing of the booking is relevant and can work for you with personalization
Oct 17, 2023 • Conversational AI

How Timing Increases the Booking Value and Improves Customer Relationships

When it comes to planning a vacation, people have diverse habits. Some individuals meticulously arrange their holidays months in advance, while others prefer last-minute spontaneity. And then there's a substantial group that falls somewhere in between. To effectively connect with travellers year-round and ensure the timeliness of your messaging, it's vital to provide tailored offers and booking details when they're most relevant. In this article, you'll discover how Artificial Intelligence can be your ally in achieving this goal.

Oct 16, 2023 • Security

Combat SMS Pumping (AIT) Fraud Effectively With

In this digital era, providing the optimal customer experience means connecting and engaging with your customers online on their favorite platforms and channels. Online (automated) customer engagement and A2P (application-to-person) messaging is bigger than ever, which unfortunately also means that messaging fraud is on the rise. Artificially Inflated Traffic (AIT) fraud has become an alarming issue in the telecommunications industry, but worry not! has built the perfect safeguard feature to protect your business endeavors from AIT fraud.

Aug 22, 2023 • Chatbots

Six Chatbot Examples For Great Customer Experiences

People use chatbots for various reasons, with “productivity” as the key motivational factor. But what kind of bot do you need? They come in many forms and sizes, and to be successful, you need to think about where to apply a bot, and which kind. What do you want to achieve with the bot? In this guide, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions are likely to arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organisation. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 30, 2023 • Marketing

How to Boost Fan Engagement - A Formula 1 Heineken Dutch Grand Prix Use Case

What’s so great about sports is that it connects all kinds of people. On the other hand, knowing no two sports fans are alike makes it challenging for sports organisations to address different fan segments. The organisation behind the Formula 1 Heineken Dutch Grand Prix acknowledged this challenge and didn’t just pack the Circuit Zandvoort with their best fans. Instead, they’ve managed to enhance their fan experience right at their first racing event in 35 years. What’s more, they keep improving fan engagement year on year. Curious to know how? We’ll share five insider tips on how the Dutch Grand Prix enhanced its fan engagement before, during, and after the race.

Is this region a better fit for you?
close icon