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SOLUTIONS
Support
Support
SOLUTIONS
Support teams today are expected to do more than just resolve customer issues—they play a crucial role in preventing churn and identifying growth opportunities. Many support organizations also productize access to Support, working to ensure customers maintain paid support and up-level them to the next support tier. Outcome-Based Scoring provides the insights needed to detect early signs of dissatisfaction, enabling support teams to address concerns before they escalate. Additionally, Reef’s customer intelligence helps identify opportunities to recommend additional solutions that meet customer needs. Reef’s proactive approach increases customer satisfaction, turning support interactions into opportunities for additional revenue growth.
Support Subscription Churn Prediction
The Reef Churn Prediction model analyzes customer history, usage patterns, and support engagement to identify customers at risk for churning paid support coverage at least 6-9 months in advance of renewal. Reef provides an early warning system, delivering recommendations to your team so they can mitigate the risk well in advance of renewal. While some companies have moved towards churn prediction models, Reef automates recommendation delivery, keeps the model up-to-date, and continuously improves the model over time.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect support revenue for accounts with the highest probability for support subscription churn over the next 6 months
All customers (all annual contract clients) with a support subscription
Account, Opportunity/Contract, Product, Support
Support Downgrade Prevention
Some companies don’t have a full churn problem, but struggle with partial churn or downgrades of tiered support levels. Reef optimizes models that consider the nuance of support tier downgrades to predict these downgrades and alert the right team member 6-9 months in advance of renewal, while there’s still time to change the outcome.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Protect support revenue for accounts with the highest probability for downgrade over the next 6 months
All customers (all annual contract clients) with a support subscription
Account, Opportunity/Contract, Product, Support
Support Tier Upgrade
Significant revenue growth can come from moving customers up tiers of support offerings. Reef’s Support Tier Upgrade model analyzes customers to identify which customers are statistically most likely to upgrade their support tier if they are engaged proactively with the right message. Reef provides your Sales and Account Management teams with a focused list to proactively target customers who are ready to upgrade support tiers.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Generate incremental support pipeline and revenue for accounts with the highest propensity to purchase the next tier of support
All customers within a specific tier
Account, Opportunity/Contract, Product, Support, Marketing
Support Add-on Cross-Sell
The Support Add-on Cross-sell model enables you to find the best customers to target for successful support products cross-sells. The Support Add-on Cross-sell model isolates the customers statistically most likely to purchase the support product by analyzing previous cross-sells and identifying targets that are likely to create more pipeline plus convert and close at a higher rate. Reef equips your Sales and Account Management teams to proactively target customers with the right messaging.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Generate incremental support pipeline and revenue for accounts with the highest propensity for support cross-sell expansion
All customers (all annual contract clients) without a specific support product (or products)
Account, Opportunity/Contract, Product, Marketing
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Support Upgrade with Renewal
Revenue growth can come from upgrading support tiers at the time of upcoming renewal. Reef’s Support Upgrade with Renewal Model analyzes customers to identify which customers are statistically most likely to upgrade at the time of their renewal, based on the behaviors of other customers that upgraded at similar renewal cycles. Reef enables your Sales and Account Management teams to proactively target customers with the right messaging leading up to their renewal date.
TARGET REVENUE OUTCOME
CUSTOMER TARGETS
SAMPLE MODEL INPUTS
Generate incremental support pipeline and revenue for accounts with the highest propensity to upgrade support tiers at an upcoming renewal cycle
All customers (all annual contract clients) with an upcoming renewal
Account, Opportunity/Contract, Product, Support
Reach out to our sales team for a demo today
Ready to get started?
Reach out to our sales team for a demo today
Ready to get started?
Reef.ai is an AI-powered customer data, scoring, and recommendation platform. Reef leverages machine learning to deliver Outcome-Based Scoring, AI-led customer scores optimized for specific revenue outcomes.