Personal to the account
Adapt to each customer's situation and behavior, so what they receive is about them.
Team · Customer Success
Retention that starts with understanding.
Customers don't churn for lack of contact. They churn because they never understood the value of what they had. Lont turns onboarding, adoption and renewal moments into personalized video that makes that value clear.
Proven impact
Customers who understand the value stay.
In a randomized controlled trial across 45,685 Allianz insurance customers, personalized video cut churn and lifted NPS.
−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 contact customers constantly, but a message reaching a customer doesn't mean they understood it. When onboarding, a feature or a renewal isn't understood, the customer never sees the value, and the account slips away unnoticed.
- Comprehension gap
- Low adoption
- Unrealized value
- Silent churn
How Lont helps
Clear communication at the moments that decide retention.
Value, sooner
Personalized guidance speeds up adoption, so customers see the benefit of what they bought sooner.
Renewal reinforced
Make the value clear at renewal, when the customer decides whether to stay.
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 often comes from customers not understanding what they have. Lont explains onboarding, a new feature or a renewal in a format customers watch, so the value is understood. At Allianz this cut churn 10.9%.
Which CS moments does it cover?
Onboarding, feature adoption and renewal support: the moments where understanding decides whether the customer gets value from the product.
Can we measure the impact?
Yes. Lont ties segment-level engagement to outcomes like adoption, NPS and renewal.
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.