NPS scores without context
A 7 with no comment is unactionable. Following up by hand only happens for the top 10% of accounts. The other 90% become a number in a chart.
Catch churn risk early. Save the saveable.
Diaform runs AI-led conversations across your book of business: cancel conversations that capture the real reason, NPS follow-ups, QBR prep, and expansion research. Stop being surprised by churn.
14-day free trial · No demo required
Where CS teams lose the signal
Churn shows up as a surprise
Health scores rely on usage data that lags behind sentiment. By the time a customer churns, the real reason was true a month ago.
Save calls happen too late
By the time you book the call, the customer has decided. You need the real reason the second the cancel intent shows up, not a week later.
What CS teams get from Diaform
01
AI cancel conversations that get the real reason
Drop the link in your cancel flow. The AI asks why, probes past 'too expensive', and captures the reason in the customer's own words.
02
NPS follow-up on autopilot
Every score triggers a conversation that asks for the why. Detractors get probed deeper; promoters get asked for testimonials.
03
QBR prep in one link
Send a pre-QBR link to the account two weeks out. Walk into the meeting knowing what they actually think before they say it politely.
04
Expansion signals in every summary
Ask about new use cases, additional teams, or competitor evaluations. Per-question summaries and notable quotes make the signals easy to spot.
05
Slack and webhooks on completion
Every completed conversation posts to Slack with the summary and sentiment, and webhooks route it into your own retention or CS workflow.
06
Per-project knowledge base
Upload product docs, plan details, and known issues. The AI references the right context when it asks follow-ups.
What CS teams run on Diaform
Cancel conversations
Capture the real reason the moment intent is shown, then route each completed response into your retention workflow via webhook.
NPS and CSAT follow-up
Every detractor gets probed for the why; every promoter gets asked for a referral or testimonial.
QBR preparation
Pre-QBR conversations surface real concerns before the meeting, so you walk in solving, not discovering.
Expansion research
Find the accounts ready for more seats, new modules, or another team, based on what they say rather than just what they use.
Voice-of-customer rollups
Quarterly or monthly cross-account themes pulled directly from clustered transcripts. No manual coding.
Onboarding pulse
Catch struggling new accounts at day 14 or day 30 with a structured but conversational check-in.
Frequently asked questions.
The practical details behind setting up, running, and scaling this kind of research with Diaform.
You get a summary, sentiment, and the full transcript. Slack can post each completed response to a channel, and a webhook lets you route it into your own retention or CS tooling so the right person follows up.
More conversations your team can run.
Explore the other ways Diaform can turn a static request for feedback into a useful conversation.
Your customers have more to say.
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