Customer success at scale
Turn your long tail into a source of growth
Catch churn early and find growth in the customers your team never talks to. In 20+ languages.
Built for customer success at scale
Four problems stand in the way when your customers outnumber your team.
Today
Most customers get no personal contact
Your team can only look after the biggest customers. The other 70% get automated emails.
Retention is now a growth priority
You need to cut churn, protect recurring revenue and grow the customers you have.
Churn shows up too late
Health scores tell you what changed, not why.
Your customers speak more languages than your team
The long tail is spread across markets, and your team can't talk to everyone in their own language.
With Nava
Every customer gets a conversation
Each customer in your long tail gets a recurring, personal AI voice check-in, without more CSMs.
Keep and grow the customers you have
Every check-in shows who is at risk and who wants more, so you protect revenue before you have to replace it.
Nava spots early churn signals
A drop in usage or a new contact starts a check-in, and the signal lands in your CRM and chat.
20+ languages, each with a native voice
Every customer talks in their own language.
How it works
Every customer in your long tail gets a recurring AI voice check-in.
Step 1: Invite
Your customers get an invitation under your brand, by email and SMS.
Hi Sara,
Tallora would like to hear how things are going. It takes about three minutes.
Start the check-inThe conversation is led by an AI moderator on behalf of Tallora, using Nava.
Step 2: AI voice check-in
A three-minute conversation in their own language. The agent answers product questions on the spot.
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Main question 1 of 3
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Step 3: Signals on two levels
Your team sees what each segment says, and a signal on each customer in your CRM.
Churn risk96 of 254
The app is hard to understand.
Growth potential61 of 254
Customers ask for payroll.
- Hillside BikesGrowth potential
- Brightwater DentalChurn risk
- Maple Row BakeryNothing raised
See all 254 customers
What makes the check-in agent smart
The check-in agent knows who it is talking to before the first question, so every question fits the person and the moment.
A product specialist for every customer
The check-in agent knows your docs, product specs and every new release. Customers get answers right in the check-in. For anything it can't answer, you decide what it does.
Knows the customer
Plan, renewal date and history from your CRM, plus the person's role.
Speaks their language
Every contact in their own language. 20+ languages, each with a native voice.
Remembers and adapts
The agent builds on every earlier check-in and digs deeper when something is wrong.
Triggers
The check-in agent knows when to ask
A change in your data starts a check-in about it, before the change turns into churn. Set up the triggers once, and invitations go out on their own.
And on a schedule
- Day 7
- Day 21
- Every 90 days
- 45 days before renewal
Product usage drops
The agent asks how the team works today and what gets in the way.
Spend changes
Up or down. The agent asks what changed in their plans and where your product could help more.
A stakeholder changes
A new contact, or a key stakeholder who leaves. The agent asks what matters to the people who stay.
NPS or health score falls
Or CSAT, or any score you track. The agent asks for the reason behind the number.
Questions we get
Built to get answers.
Customers hear about the check-in from day one, so they know it is the place for honest feedback. Each invitation carries your brand and arrives at a moment that matters, followed by an SMS and one last email if needed.
There's no login. Customers just talk or type. And because they hear what came of their feedback, they have a reason to answer the next invitation too.
92% rate it positively.
Among people who rated a Nava conversation, 92% gave it a positive rating, knowing from the start that they were talking to an AI. Many find it easier to be open with an AI than with the person who sold them the product.
The segment comes first.
Nava reports what each segment says: churn risk and growth potential, with the reason and how many said it. That is a few findings a quarter for product, customer success and management. Nobody has to go through a list.
Every check-in also lands on the customer's record in the tools your team already uses. It carries the reason and what the customer said. You own that data and pick up the customers that matter when they matter.
No.
We set it up with you after the demo, in a few minutes: connect your CRM or upload your customers, and approve the questions. Nava then runs the check-ins and delivers a summary and the signals to the tools your team already uses.
Nothing to install and no new dashboard to check. We have one if you want it.
One customer, one record, every time.
Each check-in is written for one customer, from that customer's record and last conversation. You approve the questions once for each kind of check-in, and after that they go out on their own. The check-in agent never quotes prices, never makes promises and never mentions other customers. For anything it cannot answer, you decide what it does, for example pass the question to your team.
The alternative is silence.
For most long-tail customers, there is no regular conversation today. Nava gives them one.
They know from onboarding why the check-in exists and that it is an AI. The invitation carries your brand, the questions are about them, and every check-in ends with what happens next. Nava can even follow up on what came of their last feedback.
They're not being handed off. They're finally being heard.
Nava covers the customers they can't.
Nava does not replace a single call your team makes. It covers the long tail: the 70% of customers who get no personal contact today. It writes the notes where your team already works and hands over a summary and the signals. The biggest customers stay with your team, and so does the judgment.
Will they answer?
Built to get answers.
Customers hear about the check-in from day one, so they know it is the place for honest feedback. Each invitation carries your brand and arrives at a moment that matters, followed by an SMS and one last email if needed.
There's no login. Customers just talk or type. And because they hear what came of their feedback, they have a reason to answer the next invitation too.
Fits the stack you already run
Built for your systems and processes.
Frequently asked questions
Book a demo
Start serving your long tail today.