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 interviews with save offers, NPS follow-ups, QBR prep, and expansion research. Stop being surprised by churn.
14-day free trial · No demo required
NPS without context is just a number
Most CS teams have plenty of data and not enough story. NPS scores arrive without comments. Health dashboards turn red the day someone files a cancellation. By the time the save call gets booked, the customer has already mentally moved on. The pattern repeats because reaching every customer with a real conversation isn't humanly possible, there are just too many accounts and not enough hours.
Diaform fixes that with AI-led interviews. The moment a score drops or a cancel button gets clicked, an interview link goes out. The AI asks why, probes on the specifics, and, when configured, offers a discount or books a save call right inside the conversation. You move from reactive churn handling to a system that catches risk early and surfaces the patterns behind it.
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 a way to intervene the second the cancel intent shows up, not a week later.
What CS teams get from Diaform
AI cancel interviews with save offers
Drop the link in your cancel flow. The AI asks why, and when the answer is saveable it surfaces a discount, a downgrade, or a meeting with a CSM mid-interview.
NPS follow-up on autopilot
Every score triggers a conversation that asks for the why. Detractors get probed deeper; promoters get asked for testimonials.
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.
Expansion signals captured live
Configure the AI to flag mentions of new use cases, additional teams, or competitor evaluations, and ping your Slack instantly.
Slack alerts for hot accounts
When a high-value account shows churn signal or expansion intent, the relevant CSM gets a real-time ping with the quote attached.
Per-customer knowledge base
Upload account context: plan, owner, recent tickets. The AI references the right things when it asks follow-ups.
What CS teams run on Diaform
Cancel interviews with save offers
Catch saveable churn the moment intent is shown. Discount, downgrade, or human escalation triggered inside the conversation.
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
Q
Can the AI actually offer a discount during a cancel interview?
Yes. You configure save offers as mid-interview automations. When the AI detects a saveable reason (price, missing feature, deferral), it surfaces the right offer inside the conversation, no human handoff needed.
Q
How does this fit alongside Gainsight or ChurnZero?
It complements them. Gainsight tells you account health is dropping; Diaform tells you why in the customer's own words. Most teams pipe the structured output back into their CS platform via webhook.
Q
Will customers actually fill it out when they're trying to cancel?
Cancel-flow placement gets surprisingly high completion because the AI is fast and adaptive, not a five-page form. Voice option helps too: people will speak a real reason they wouldn't bother typing.
Q
What about NPS, won't I lose comparability with our existing tool?
You can keep firing the NPS in your existing tool and trigger Diaform on the response. Or run NPS inside Diaform with auto follow-up. Either way the score stays comparable.
Q
Can I route hot accounts to a specific CSM?
Yes. Slack alerts can include the account, the quote, and an @mention of the owner. Most teams set up a #cs-signals channel and route from there.
Q
How fast can we be live?
Most CS teams have their cancel-flow interview live within a day. NPS follow-up takes about an hour to wire up. No engineering required for the basic flows.
Explore more
Dive into the other ways Diaform can power your research.
Cancellation interviews
AI-led cancel interviews with built-in save offers triggered mid-conversation.
NPS follow-up
Auto-trigger a follow-up on every score so you never look at a number without context again.
Exit interviews
Structured exit conversations that capture the real reason and the patterns behind it.
Ready to upgrade your feedback loop?
Stop guessing why users leave. Start an automated interviewer in seconds and get the deep insights of a Zoom call at the scale of a survey.
14-day free trial · No demo required