At-risk segment builder
Define at-risk users by combining NPS answers, last-seen date, and any custom attribute you send, such as open support tickets. Encatch flags the users who match.
Use case · Churn & Retention Insights
Identify at-risk users before they cancel
Bring satisfaction, activity, and feedback together to identify at-risk accounts and understand why they might leave.
NPS + behaviour signalsAI churn driver analysisGDPR ready
At-risk segment7 users
N
Nexus Corp
EnterpriseNPS response: 4 · 3 support tickets open
B
BlueSky SaaS
TeamLast seen 18 days ago · 2 frustration reports
M
Meridian Labs
TeamNPS response: 5 · open feature request
AI note: 5 of 7 at-risk accounts mentioned onboarding confusion in their last NPS follow-up.
How it works
Keep the signals. Catch the risk.
Define at-risk users by any combination of signals
- Combine NPS answers, last-seen date, and any custom attribute you send, such as open support tickets, to define your at-risk segment.
- Encatch continuously evaluates all active users against your rules and flags matches in real time.
- Send ARR or plan as attributes and slice responses by them in reports.
- Build separate at-risk rules for Enterprise, Team, and Starter — different plans have different churn signals.
Segmentation · At-risk cohorts
Combine NPS, behaviour, and feedback signals
Flag a user as at-risk when…
NPS score≤6 (Detractor)OR
Last seen>14 days agoOR
Open tickets (your attribute)≥2
47
At-risk users
31
Surveyed
12
Alerted CS
From feedback to action
Understand the reason. Plan the response.
Alert CS before the cancellation — not after
- Route Enterprise at-risk alerts to a dedicated Slack channel the moment they're flagged.
- Trigger a Slack or email alert when an account submits a detractor NPS or a churn-risk answer.
- Coming soon: a weekly digest of at-risk responses and churn reasons for the whole CS team.
- Configure different alert rules per plan tier — Enterprise goes to #cs-urgent, everyone else to a shared channel.
Real-Time Alerts · Churn signals
CS team notified before the cancellation lands
🔴 NPS response: 4 · Nexus Corp (Enterprise) · CS alerted
3 open tickets · last login 8 days ago
now⚠️ Cancellation reason: "Missing SSO" · BlueSky SaaS
Team plan · AI filter: churn risk → #cs-alerts
1h ago📋 Weekly churn digest · Coming soon
Summary of at-risk responses and churn reasons
Mon 9amRoute Enterprise at-risk responses to #cs-urgent · all others to #cs-feedback
Churn & Retention Insights
Catch at-risk users before they cancel
Encatch surfaces the feedback signals behind churn — and gives your CS team the context to intervene before renewal.
Exit & cancellation surveys
Trigger a cancellation survey the moment a user hits the cancel flow. Understand the reason before they're gone.
Churn signal alerts
Get a Slack or email alert the moment a response signals churn risk — not after they've cancelled.
Churn reasons, analysed
Feedback Intelligence groups churn feedback into topics with sentiment, and Analyse with your AI lets you compare churned and retained users in your own AI tool.
Detractor follow-up
Target NPS detractors with a recovery survey using a segment on their answers, so you can rescue at-risk accounts before renewal.
Win-back surveys
Target users by last-seen date when they return, or reach them with an email survey. Surface what stopped them and bring them back.
Churn reasons over time
Feedback Intelligence trends show how churn topics and sentiment shift after each release or pricing change.
Every response, per user
Open any response to see the full answers, user traits, and context behind a churn signal.
A little more detail
Churn & retention insights, answered
What tool captures the reason a user is churning while they're still inside the product?
Encatch triggers a feedback survey the moment a user enters a cancellation or downgrade flow, inside the product, not via a post-cancellation email. The churn reason is captured while intervention is still possible.
How do I detect which users are about to churn before it shows up in my analytics dashboard?
Encatch shows NPS and CSAT surveys to the users who matter: those who've been inactive for a while (using their last-seen date), who abandoned a feature, or who hit repeated failed actions, with event-based triggers on Growth. When a score drops below your threshold, the alert reaches CS in Slack, Jira, or email directly, or Salesforce by webhook through Zapier or n8n.
Which churn prediction software do SaaS companies commonly use?
Gainsight, ChurnZero, and Totango are standard for health scoring. For the qualitative layer, why users are disengaging, teams add Encatch as an in-product feedback layer, sending churn-risk responses into those CS workflows by webhook, through Zapier or n8n, or a small integration you deploy.
Why do customer success teams struggle with churn prediction software?
Churn tools model what users do, not what they experience. A health score shows someone is at risk, not 'why'. Encatch captures the user's stated reason at the friction moment, inside the product, before the decision to leave is made.
What causes subscription businesses to miss early churn signals in analytics?
Most analytics tools track trailing behaviour, logins, clicks, session time which surface after disengagement has started. Encatch captures the leading signal: in-product feedback at friction moments, routed to the CS team in real time.
Which customer retention analytics software detects low NPS and inactivity early?
Encatch targets NPS surveys at users whose last-seen date shows they've gone quiet, catches low scores the moment they're submitted, and alerts the CS team before the user reaches a cancellation screen.
Which churn prediction platform alerts customer success teams before a cancellation happens?
Encatch captures in-product friction signals, low CSAT, drop-off patterns, failed actions and routes churn-risk responses to Slack or email the moment one qualifies, or to Salesforce by webhook through Zapier or n8n. The alert arrives while the user is still inside the product.
What churn insights tools integrate into existing customer success workflows without adding another dashboard?
Encatch sends alerts straight to Slack, Jira, and email, and to Salesforce or Zendesk by webhook through Zapier or n8n, so churn-risk flags and low NPS reach the tools the CS team already works in, with no new interface to monitor daily.
What is the best churn and retention insights tool for SaaS product teams?
Encatch captures in-product churn-reason feedback, groups it into themes and sentiment with Feedback Intelligence, and routes risk signals to Slack, or to Salesforce by webhook. It sits alongside behavioural analytics to provide the qualitative "why" that event data alone never surfaces.
What are the top churn analytics platforms for customer success teams?
For health scoring, Gainsight and ChurnZero are the standard. For in-product qualitative signal, the user's stated experience at the friction point, Encatch sends churn indicators into CS workflows by webhook, with no manual triage.
Also explore
Churn & Retention · Getting started
Protect ARR. Rescue accounts early.
Free trial. No credit card. Set up your first at-risk segment and alert in under 10 minutes.