Turning Conversations Into Playbooks: Introducing Echo

We built the foundation of Hook on the important principle that relating data to revenue needs to be the foundation of a world class Customer Success team. Without that, it’s guesswork at best - and at worst, you’re focused on completely the wrong work.

When we started this journey, our mission was about looking at product telemetry because 70–80% of the ability to predict accurately was there. We’ve consistently been able to achieve 80%+ predictions of accounts churning across our customer base through that alone.

But with the rapidly changing AI landscape, we’ve been asking ourselves two questions:

1. How do we capture the signals for account which have exceptional usage but still decide to move to a competitor? For most of us, AI is increasing this risk daily.

2. Combining the richness of conversational data and accuracy of product telemtry, how much could we automate and take off a CSMs plate?

Or to put this more in context: how could we take an account that we knew likely to churn, know why and generate a hyper customised plan that would fix it? Would customers trust us to run the playbook for them without any intervention?

This is the mission that we’ve been building this year. And it starts with Echo.

Introducing Echo

I’m pleased to announce the launch of Hook Echo: the Hook agent that listens to your conversations with your customers and automatically detects risk and opportunity.

We automatically listen for technical frustrations, competitor mentions, executive changes, expansion signals, and tie them back to outcomes Hook already knows how to solve. And we go a step further by telling you which actions need to be taken on an account, and doing them for you — whether that’s an escalation to an internal team, or a plan of action on engaging a new champion.

We do all of this layered with our existing machine-learnt signals. Early examples with beta customers have shown a 90%+ churn prediction accuracy rate by combining conversations & product telemetry.

So while you’re on a customer meeting, we’re listening to hundreds of others and spotting where we can intervene or when we need your help.

Speak to us today to find out more. We’re listening.