Churn interviews that happen while the reason is still fresh
LetsFindWhy runs churn interviews for you. Write a short discussion guide, invite the customers who cancelled, and each one gets a personal link that starts a one-to-one video interview with an AI moderator the moment they click it. You review the recordings, transcripts and AI analysis the next morning, without booking a single call.
Why churn interviews rarely get done
Cancellation surveys tell you that a customer left, rarely why. The real reason comes out in conversation, but scheduling calls with people who have just walked away is slow, and most of them never answer a calendar invite. By the time you have spoken to five, the next fifty have churned unheard.
An interview the customer can start at any hour, from a link in an email, with nobody waiting for them on the other end, removes most of that friction.
How to run churn interviews in LetsFindWhy
Write a short guide Five to eight questions is enough for a 15-minute interview. Set the key questions to “With follow-ups” so the AI moderator probes vague answers like “it got too expensive” with questions of its own.
Turn on Immediate AI interviews On the study’s process, switch on Immediate AI interviews and choose the guide. Every respondent you invite gets a personal link, and their interview starts when they click it.
Invite the customers who left Paste your list of cancelled customers from a spreadsheet, or put a signup link in your cancellation email. A screener can keep out people who never really used the product.
Ask across every interview Ask AI answers questions such as “Which tool did people move to, and why?” with quotes from the transcripts, each one a click away from that moment in the recording.
Example churn interview guide
- What were you hoping the product would do for you when you signed up? (Open ended)
- Walk me through the last few weeks before you cancelled. What changed? (With follow-ups)
- Was there a moment when you decided it was no longer worth it? (With follow-ups)
- What are you using instead now, if anything? (Open ended)
- What would have had to be different for you to stay? (With follow-ups)
- From 1 to 5, how likely are you to come back if that changed? (Rating or choice)
Tips for better results
- Invite customers within a week of cancelling. The memory of the deciding moment fades fast.
- Say how long the interview takes and offer a small thank-you. Fifteen minutes is an easy yes; an open-ended call is not.
- Before you change the roadmap, play two or three of the quotes behind an AI answer. Tone carries a lot in a churn interview.
Frequently asked questions
Do I need to be on the call?
No. The AI moderator welcomes the customer, asks every question in your guide, follows up where you allow it and closes the interview on its own. You can watch live as an observer, or join and take over at any point.
How long should a churn interview be?
Around 15 minutes, with five to eight questions. Questions with AI follow-ups use interview minutes at double rate, so save them for the two or three questions where the real reason is most likely to come out.
Can customers do the interview in their own language?
Yes. Run one process per language with a guide written in that language. The AI moderator asks the questions as written, and its follow-ups are in the language of the conversation.