14 behavioral signals feed a continuous churn model that scores every active subscriber daily. When a score crosses the threshold, the system selects the right intervention for the specific signal — not a generic discount, a targeted response.
Single-metric churn prediction is brittle. A customer who hasn't logged in may be on vacation. A customer who has contacted support 3 times may be deeply engaged. The model uses a composite of 14 signals weighted by their predictive value for each customer profile.
Not just whether they logged in — the trend over 30, 60, and 90 days. Decay in login frequency is one of the strongest leading indicators of churn.
Which features the customer uses and how deeply. A customer using 2% of their plan's capabilities is more at risk than usage suggests.
Number of failed payments in the last 90 days, whether dunning has been triggered, and current payment health status.
Tone and frequency of support interactions. Escalating frustration is a churn signal even when the issue is resolved.
Newer accounts churn at higher rates. Age is a stabilizing factor that adjusts risk scores for early-tenure customers.
Whether usage is growing, stable, or contracting over the last billing period. Contraction is a more reliable signal than absolute usage level.
The system identifies not just that a customer is at risk, but why. Price churn gets a different response than engagement churn. High-risk customers above the confidence threshold get escalated to a human with a full briefing — not an automated message.
Every intervention offer is logged with outcome tracking. The self-improvement engine analyzes which offers worked for which customer profiles and proposes refinements to the intervention logic over time.
When the churn signal is price friction, the conventional response is a discount. ZenoPay's BNPL engine offers a different approach: split the next billing cycle into 2–12 installments, charge each installment on schedule across the optimal rail, and recover the full plan value.
The customer gets breathing room. You keep the full MRR. The installment schedule is stored, monitored, and retried with the same dunning logic as subscription renewals.
Churn intelligence is one of six integrated systems. Scoring data feeds into the brain's upgrade detection and intervention offer selection.
Early detection with the right intervention recovers revenue that discounts cannot. Reach out for early access.