For B2B companies with more customers than account managers
Your long tail is not under‑served. It is un‑served.
Every customer gets a recurring three-minute AI voice check-in. What they say comes back as a signal.
The long tail
1,000 customers. Each dot is ten.
30%
Get a person
70%
No attention
- You have more customers than account managers, so the long tail gets automated emails instead of a person.
- Churn is highest in the long tail. Leaving valuable revenue and churn reduction on the table.
- Your CRM shows what you did, not what your customers think of your product or service.
Below a certain contract size, a call from your team costs more than the customer pays. So the calls stopped and the churn went into the budget.
Churn turns new sales into replacement revenue instead of growth.
The product
Every customer gets a tailored three-minute AI voice check-in that remembers what they said last time, and knows what to ask next.
How it works
- 01
Trigger
Check-ins run on a schedule, for example: after onboarding, every 90 days and 60 days before renewal, with an exit conversation when a customer leaves. They can also be triggered by a customer event such as a usage drop, a stakeholder change or a contract date.
- 02
Invite
The invitation goes out in your brand as an email, followed by an SMS two days later and a last email on day 7. Then it stops. It is always disclosed as an AI-moderated check-in.
- 03
AI conversation
Three minutes of open questions in the customer's own language. It follows up like a key account manager would and continues where the last conversation ended.
- 04
Signal
Churn risk, growth or value, each linked to what was said and delivered with a summary and a recommended action. It is written to the customer's card in the tools you already use, never as a transcript. The sales rep acts when needed.
What it looks like
Main question 1 of 3
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Customer
Konsultbolaget Insikt AB
- Owner
- Anna Berg
- Renewal
- In 62 days
- Spoke with
- Sara Lind
Nava check-inToday, 09:14
Sara would drop their spreadsheet if client statements came out of the system. Two accountants still export by hand every Friday. Exports are better since the May update.
Next step: Anna calls Sara before the renewal window opens. Product confirms the client-statement export timing first.
sales09:14
NavaAPP
Growth signal: Konsultbolaget Insikt AB
Explicit ask from Sara Lind. Renewal in 62 days. Owner: Anna Berg.
What makes it different
Your brand, their language.
An email invite and an SMS reminder, then a conversation by voice or text in more than 20 languages. No login and no app.
A conversation, not a survey.
It asks why usage dropped, why a feature is avoided and what would make the renewal easy. Each check-in has its own goal and questions.
It remembers.
Each check-in builds on the last one, so what the customer said in May is already known.
Why it pays
70%
of a B2B software company's customers are in the long tail, with automated emails and a health score instead of a person.
Gainsight, Tech Touch Customer Success: The Playbook and Metrics, June 2026
Catch churn while it can still be fixed.
Risk signals from the customers nobody had time for, with the reason in their own words and a task for the owner.
Find growth in the long tail.
Explicit asks and expansion signals go to sales with the evidence attached.
Hear what your product is worth.
Value signals go to product continuously, straight from real users.
Cover every customer without hiring.
The playbook runs the long tail at one person per 500 customers. Five check-ins a year with 500 customers is 2,500 conversations, and Nava runs them in their language with the last one in memory.
Questions we get
A system, not a hope.
Customers are introduced to the check-in from day one, so they know it's their place to share honest feedback. Each invitation is sent in your brand, triggered at the right moment in the customer journey, and followed by an SMS and a reminder if needed.
There's no login and no friction. Customers can simply talk or type. And because they hear what happens as a result of their feedback, they have a reason to respond again next time.
92% say yes.
Among people who rated a Nava conversation, 92% gave it a positive rating, knowing from the start they were speaking with AI. In fact, many find it easier to be open with an assistant than with the person who sold them the product.
Yes.
Nava is designed for the European regulatory landscape: the AI is clearly disclosed, check-ins are invitation-based with no automated dialing, and recording requirements are followed according to each country's rules.
Processing takes place in the EU, and no transcripts are written to your systems. Your company remains the controller and keeps ownership of the resulting customer signals.
Every signal gets an owner.
Risk, growth and value signals are posted to the customer record in the tools your team already uses. Each signal is assigned to an owner, with a recommended next step and the evidence.
Sales, Customer Success or Product can be looped in from there. No new system to learn, and no transcript to read.
No.
Setup takes just a few minutes: you connect your contacts, and Nava takes it from there, writing the questions, running the check-ins and delivering a summary and a recommended next step in the tools your team already uses.
Nothing to install. No new dashboard to check. Of course we have one if you want it.
One customer, one record, every time.
Each check-in is written for one customer from that customer's record and last conversation, nothing else. You approve the questions once per program, and each batch then goes out on its own. It never quotes prices, never makes promises and never mentions other customers, and if it is asked something it cannot answer it passes the question to the owner. Every signal links to the customer's own words, with the audio clip.
The alternative was silence.
For most long-tail customers, there is no regular conversation today. Nava gives them one.
Customers know from onboarding why the check-in exists and that it's AI. The invitation comes from your brand, the conversation is tailored to them, and every check-in makes clear what happens next. Nava can even follow up on what came out of their previous feedback.
They're not being handed off. They're finally being heard.
It covers the customers they can't.
Nava does not replace a single call your team makes. It covers the long tail, the 700 customers nobody had time for. It writes the notes where your team works and hands over a summary and a next step with the evidence. The biggest customers stay with your team, and so does the judgment.
Will they answer?
A system, not a hope.
Customers are introduced to the check-in from day one, so they know it's their place to share honest feedback. Each invitation is sent in your brand, triggered at the right moment in the customer journey, and followed by an SMS and a reminder if needed.
There's no login and no friction. Customers can simply talk or type. And because they hear what happens as a result of their feedback, they have a reason to respond again next time.
Works with the tools you already use.
The signal is written where your team works: on the customer's card in your CRM, as a task for the owner, or as a message in the channel they read. There is no new tool to learn.
Frequently asked questions
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Start serving your long tail today.