Team · Customer Success

Retention that starts with understanding.

Customers don't churn because you didn't reach them — they churn because they didn't understand. Lont turns onboarding, adoption and renewal moments into personalized video that makes value clear.

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At Allianz, personalized video cut churn 10.9% and lifted NPS from 13 to 36.

The problem

They churn because they don't understand.

Customer success teams reach customers constantly, but reach isn't comprehension. When onboarding, a feature or a renewal isn't clearly understood, value goes unrealized — and the account quietly slips.

Comprehension gap
Low adoption
Unrealized value
Silent churn

How Lont helps

Clarity at every moment that retains.

Personal to the account

Adapt to each customer's situation and behavior, so communication is relevant rather than generic.

Faster value realization

Personalized guidance speeds adoption and gets customers to value sooner.

Renewal reinforced

Make the value clear at renewal — the moment retention is won or lost.

Optimized by watch data

See what customers watch and skip, and improve the moments that drive retention.

Proven impact

Clarity that retains.

In a randomized controlled trial across 45,685 Allianz customers, personalized video moved the metrics that matter.

−10.9% Customer churn in a single product flow, vs. standard communication

13 → 36 NPS lift

4.5 → 4.7 Onboarding rating stars

FAQ

Questions from customer success.

How does it reduce churn?

Churn is often a comprehension problem, not a contact problem. By making onboarding, adoption and renewal genuinely understood — in a format customers watch — Lont retains value. At Allianz this cut churn 10.9%.

Which CS moments does it cover?

Onboarding, feature adoption and renewal support — the moments where understanding drives whether value is realized.

Can we measure the impact?

Yes. Lont ties segment-level engagement to outcomes like adoption, NPS and renewal, so impact is measurable.

Get started

Make value impossible to miss.

Tell us a customer-success moment and we'll show you the personalized-video version.

−10.9% churn
13 → 36 NPS
41–52% click-to-open