Personal to the account
Adapt to each customer's situation and behavior, so communication is relevant rather than generic.
Team · Customer Success
Retention that starts with understanding.
Customers don't churn because you didn't reach them — they churn because they didn't understand. Lont turns onboarding, adoption and renewal moments into personalized video that makes value clear.
Proven impact
Clarity that retains.
In a randomized controlled trial across 45,685 Allianz insurance customers, personalized video moved the metrics that matter.
−10.9%Customer churnin a single product flow, vs. standard communication
13 → 36NPS lift
4.5 → 4.7Onboarding ratingstars
The problem
They churn because they don't understand.
Customer success teams reach customers constantly, but reach isn't comprehension. When onboarding, a feature or a renewal isn't clearly understood, value goes unrealized — and the account quietly slips.
- Comprehension gap
- Low adoption
- Unrealized value
- Silent churn
How Lont helps
Clarity at every moment that retains.
Faster value realization
Personalized guidance speeds adoption and gets customers to value sooner.
Renewal reinforced
Make the value clear at renewal — the moment retention is won or lost.
Optimized by watch data
See what customers watch and skip, and improve the moments that drive retention.
FAQ
Questions from customer success.
How does it reduce churn?
Churn is often a comprehension problem, not a contact problem. By making onboarding, adoption and renewal genuinely understood — in a format customers watch — Lont retains value. At Allianz this cut churn 10.9%.
Which CS moments does it cover?
Onboarding, feature adoption and renewal support — the moments where understanding drives whether value is realized.
Can we measure the impact?
Yes. Lont ties segment-level engagement to outcomes like adoption, NPS and renewal, so impact is measurable.
What about customers who don't watch video?
You see exactly who watched and who didn't, so non-viewers can get a different follow-up through another channel. The video itself also meets customers where they already are: email, a portal, or in-app with or without a push notification. And for people who prefer reading, the same content can be delivered as a transcript.
Get started
Make value impossible to miss.
Tell us a customer-success moment and we'll show you the personalized-video version.
- −10.9% churn
- 13 → 36 NPS
- 41–52% click-to-open
Thanks, that's in.
We'll be in touch within one business day to set up your walkthrough.