The story of how proactive automation turned at‑risk customers into loyal advocates

The Challenge: Churn Was Holding Back Growth

When we launched the Trusted AI Agent Builder, adoption was strong.
Merchants loved the ability to:

• Optimise SEO automatically 
• Compress images for faster site speed 
• Monitor inventory and trigger alerts 
• Roll back site changes safely 

But our retention data told a different story:

• Too many merchants went inactive after their first month. 
• Others never explored beyond their initial use case. 

High churn meant we were constantly replacing lost revenue with new sales — an expensive, unsustainable cycle.

Our Hypothesis: Churn Was a Usage Problem

A deep dive into merchant cohorts revealed a clear pattern:

• Merchants who ran 3+ active agents in their first 30 days stayed for over 9 months on average. 
• Those with only 1 active agent often churned in under 60 days. 

Insight: Retention was tied to ongoing, visible value delivery. If merchants weren’t seeing continual benefits, they were more likely to leave.

The AI Agent Strategy

1. Deploy a “Customer Retention Agent”

We built an internal AI agent with one mission: spot and save at‑risk accounts before they churned.

• Monitored weekly agent activity per merchant 
• Flagged accounts where usage dropped below thresholds 

Triggered automated outreach with targeted recommendations

2. Automate “Next Best Agent” Suggestions

We trained agents to look at each merchant’s existing setup and suggest complementary automations.
Example:

If a merchant was using an SEO Agent but no Image Optimisation Agent → Suggest it, pre‑configured for their store.

3. Proactive Onboarding Interventions

If a merchant hadn’t activated their second agent by week two, our AI agent:

• Sent a personalised setup guide 
• Offered a one‑click deploy for the most relevant agent 
• Escalated to Customer Success if there was still no activity

4. Always‑On Value Reporting

Our AI agents generated weekly impact reports for merchants:

• Hours saved 
• Tasks automated 

Revenue influenced
These reports kept the ROI front and centre, reinforcing why they should keep using the platform.

The Results

After rolling out the AI‑driven churn reduction system:

• Churn dropped by 60% within three months 
• Average customer lifetime increased by 2.3x 
• 41% of “at‑risk” accounts re‑engaged and became high‑value customers 

Net Revenue Retention (NRR) jumped to 134%

Why It Worked

1. Proactive, Not Reactive – We acted before customers decided to leave. 
2. Personalised Recommendations – Suggestions were based on actual account data, not generic tips. 
3. Visible ROI – Weekly reports reminded merchants of the value they were getting. 

Frictionless Activation – One‑click deploys made it easy to try new agents.

Final Word

Customer churn is one of the fastest ways to stall SaaS growth — but it’s also one of the most solvable.

By putting our own AI agents to work on retention, we turned churn into a growth lever.
The lesson? AI isn’t just for your customers’ problems — it can solve your own operational challenges, too.