Why customers stay or leave
The typical reasons for cancelling, how you spot them early, what helps and what a cancellation means for your commission.
A customer rarely cancels out of the blue. There are usually signs weeks in advance: no calls in the history, an agent nobody adapts any more, an invoice that comes as a surprise. If you know these signs, you keep customers, and when referring you earn for exactly as long as your customer pays.
The typical reasons
| Reason | How you recognise it | What you do |
|---|---|---|
| The benefit isn't visible | The customer only sees the invoice, not the calls | Set up the email after the call and do a monthly review with the figures from the dashboard |
| The agent never really went live | Hardly any calls in the history, call forwarding is missing or doesn't work | Set up the forwarding together and test it from outside |
| The agent no longer fits | New services, prices or opening hours are missing from the prompt, callers ask about things it doesn't know | Read transcripts and maintain the prompt and the knowledge base |
| The costs come as a surprise | Many minute packs, the customer doesn't know about automatic packs | Explain the usage, check a plan change, see Upsell guide |
| The agent is paused | Notice Included minutes used up in the dashboard | Book a pack or switch on automatic packs. A customer whose agent goes silent quickly loses trust |
| The payment fails | Notice Unpaid invoice, contract status in the partner area | Ask the customer to update their card before the block kicks in after 14 days |
| A feature is missing | Request for an integration or a channel | Show today's route, see Integrations, and report the request to partner@bhomy.ai |
| The contact person has left | Nobody signs in any more | Find a new contact person, see When someone leaves the company |
| Season or order situation | Few calls in certain months | Talk about the annual cycle and choose the plan accordingly |
Before they cancel
A cancellation isn't the end as long as the term is running. The customer cancels under Billing › Manage Subscription › Cancel Subscription, and the subscription stays active until the end of the term. Until then, they can withdraw the cancellation with Undo cancellation, see Subscription and billing.
| Situation | What you can offer |
|---|---|
| The customer needs less | Switching from Pro to Starter from the next billing period instead of cancelling |
| The customer pays monthly and stays | Annual payment, which is cheaper per month |
| The agent doesn't fit | An hour of fine-tuning together with real transcripts |
| The customer is unhappy with a support answer | Prepare the case properly and report it via partner support, see Support and escalation |
What a cancellation means for your commission
| Case | Consequence when referring |
|---|---|
| The customer cancels at the end of the term | You receive commission up to the last paid invoice |
| The customer withdraws the cancellation | The commission continues without you having to do anything |
| A paid invoice is refunded or charged back | The commission for it is reversed, see Refunds and cancellations |
| The customer switches to a smaller plan | The commission follows the new net plan fee |
When reselling, you cancel your customers' accounts yourself in the partner area. What you invoice your customer is governed by your contract with them.
What active partners do differently
- They arrange the 30-day review when the deal is closed.
- They read transcripts with the customer regularly, not only when the customer complains.
- They offer monthly support that keeps the prompt, knowledge and transfers up to date.
- They talk about usage and automatic packs before the first pack invoice arrives.
- They report faults completely and early instead of keeping the customer waiting.
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