Client Follow-Up for SaaS
In SaaS the revenue is earned again at every renewal, and the signals of a problem appear long before the cancellation email. Customer success managers cannot call every account regularly. Passisto Clients has an AI voice agent hold a short follow-up conversation with each client contact and gives the account manager a clear report on satisfaction, blockers and renewal risk.
The challenges
Silent churn
Many customers stop using the product without ever complaining. The first visible sign is often a non-renewal, when it is too late to act.
Too many accounts per manager
A customer success manager follows dozens of accounts. Only the biggest or the noisiest get regular calls, and the mid-size accounts are left alone.
Usage data without context
Dashboards show logins and feature usage, but not why a team stopped using a module or what they expected from the product.
Several contacts, one account
The sponsor, the daily users and the administrator do not have the same opinion, and the account manager rarely hears all of them before a renewal.
How it works
- 1
Set up your services and import your accounts
Declare your plans or modules, generate interview templates for onboarding, adoption and renewal follow-ups, and import your client portfolio.
- 2
Launch a follow-up for a contact
Choose the account, the contact, the service and the type of follow-up. The contact receives an email in your name with a personal, secure link.
- 3
The client talks to the agent
The contact gives consent, answers a few quick questions and then speaks with the AI agent from their browser, with nothing to install, in a conversation of 5 to 15 minutes.
- 4
The account manager reads the report and acts
The report covers satisfaction, churn risk, pain points, needs and commitments. The account manager validates the suggested items, which then appear in the client record and the action list.
Examples of questions the AI agent asks
- How would you describe your team's use of the product over the last few weeks?
- Is there a feature you expected to use but have not adopted yet? What is in the way?
- How well did the onboarding prepare your team to be autonomous?
- What would you need to see in the next months to feel confident about renewing?
- If you could change one thing in the product or in our support, what would it be?
What you get
Hear the accounts nobody calls
Mid-size accounts get a real follow-up conversation, so risks do not stay hidden behind healthy-looking usage numbers.
Usage data gets its explanation
The report gives the reasons behind the figures: blockers, missing features, change of priorities in the client team.
Earlier renewal preparation
Risks and needs are known weeks before the renewal discussion, which leaves time to prepare an answer.
Commitments are not forgotten
Promises made to the client and open pain points are brought up again at the next follow-up.
Frequently asked questions
Does this replace the customer success manager?
No. The agent collects feedback on your behalf; the account manager reads the reports, validates what the AI suggests and decides on every action and every commercial gesture.
Can the agent offer a discount or promise a feature?
No. The agent never promises a discount, a deadline or a roadmap item. It notes the request and tells the client it will be passed on to their account manager.
Can we follow several contacts in the same client company?
Yes. You choose the contact for each follow-up, so you can hear the sponsor, an administrator and an everyday user separately, all in the same client record.
See how it works for your team
Tell us about your context: we will show you the conversations, reports and follow-up that fit it.