This document provides 9 ways to win back lost customers. It discusses listening to customers, hiring the right customer support staff, using customer feedback, offering variety, determining why customers left, maintaining an updated customer database, offering virtual support options, avoiding delayed responses, and providing multi-channel customer support. The overall goal is to understand customers better and resolve issues promptly in order to decrease churn and increase customer retention.

1. 9 Simple Ways for Winning
Back the Lost Customers

2. Introduction
• Basically, customer churn arises when customers stop buying or using
your product or service.
• It is an important metric since it is quite inexpensive to retain existing
customers than it is to get new customers.
• The growth rate of a company, measured by the number of new
customers, should be higher than its churn rate.
• Thus, decreasing churn rate is a vital task for any business.
• A negative churn rate here denotes to an increase in your customer base
surpasses the revenue you are losing because of churn.

3.  Listen to Your Customers
 Hire the Right People
 Use the Feedbacks Received
 Offer Various Options
 Know the Reason Customer Left
 Keep Updated Customer Database
 Use Virtual Networking
 Avoid Delayed Responses
 Offer Multi-Channel Customer Support
Tips to Win Back Churned Clients

4. 1. Listen to Your Customers
• Let your customers talk, the fact that someone is making an effort to listen to
them makes a huge difference.
• On one hand where it is important to solve customer complaints, it is also
important to follow-up with them and confirm that the problem has been
solved.
• Being accountable is indeed essential.
• Occasionally you might have to make an apology and let them know that you
are taking personal interest to resolve their issues.
• Always remember when the customers get a quick reply or even an
acknowledgment about the receipt of their request, they will feel contended.

5. 2. Hire the Right People
• Hiring the right staff is crucial for your business.
• Your team should be prepared to cope with tense situations or tedious work
days.
• They should be able to recognize customer apprehension and
should aim at resolving their problems.
• It is vital for your support team to do so for inbound calls, but it is equally
important for them to use this method for outbound calls (specially to win
churned customers).

6. 3. Use the Feedbacks Received
• It is important, to study the feedbacks received and take an action
accordingly.
• Unless there is a change, that has taken place on your side, nothing would
really change between you and the customer.
• It will only get worst with time and will be tougher for you to get them
believe in you.
4. Offer Various Options
• Some customers might leave due to lack of options or should we term it as
lack of variety.
• This make it important for your business to keep them updated about new
arrivals.
• Don’t do it before segmenting them in terms of size and other variants.
• Up selling and cross selling products and bifurcating customers is easier, if
you have the best telemarketing software in house

7. 5. Know the Reason Customer Left
• If you could possibly find out why they left at the first place.
• Was it the price that they were unsatisfied with?
• If it was the price, then there is a lose end between what you are offering and
the value they perceive.
• Find the reason and ask them what you could do to improve.
• If you are unable to win them back, you’d still have information which can be
used to improve and hold on to other customers with the same thoughts.

8. 6. Keep Updated Customer Database
• You should make a customer database and instrument the key features of
products.
• Every time the customer uses the listed feature, add it to your log.
• This will help you create a customer engagement score that will indicate which
customers are happy with your products and are unlikely to churn.
• Additionally, your customer support staff can call/email customers about
how they can use the product.
• So, be sure to make it customer oriented with customer contact
center software solutions.

9. 7. Use Virtual Networking
• It is always sensible to make virtual networking available to your agents, as
that makes it easier for them to connect with your business.
• This improves their enthusiasm to work and lets them to work at their own
desired timings.
• Virtual call center software let’s employees work from home, or any
location of their choice with integrated features like menu systems, hold
times and more.
8. Offer Multi-Channel Customer Support
• Though, providing customer support on phone and via emails is significant,
new customers are looking ahead to bond through social media, chat, instant
messaging and much more.
• Ensure you have a cloud contact center software that will allow you to
exude automated surveys, generate leads and provide call support with its
add-on feature – free shared storage.

10. 9. Don’t Give Delayed Reasons
• Delayed response is one amongst many reasons for churning.
• With technical developments, customers expect a quick response.
• They expect companies to deliver service on channels that they find
convenient.
• Simultaneously, they anticipate for user friendly ways of getting in touch with
your business.
• You could use an outbound call center software to integrate a live chat
option and make customer dealings more convenient.

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