Weak customer support

Weak or unresponsive customer support is a major contributor to churn. When customers encounter problems or have questions, they expect timely and helpful assistance. If support teams are slow to respond, offer incomplete solutions, or fail to resolve issues, customers can become frustrated and lose trust in the product or service. This frustration can push customers to look for alternatives, ultimately increasing churn.

Businesses can reduce churn by investing in strong customer support teams, offering multiple channels for help, and ensuring that issues are resolved quickly and effectively. Providing excellent support is not only about resolving problems but also about creating positive interactions that build loyalty and trust.

Revolut demonstrates effective support practices by offering 24/7 assistance prominently displayed in their chat interface. Their chat assistant provides immediate response and clear identification, setting proper expectations for the support interaction.