Meet Echo.
Your AI Customer Success Agent.
Echo proactively checks in on customers, monitors health signals, drives renewal conversations, and escalates at-risk accounts — before they churn quietly. Your CSMs focus on relationships; Echo handles the routine touchpoints that scale with your customer base.
Hire Echo →“Your customers churn in silence. Nobody knew until the cancellation email.”
The average SaaS company loses 5–7% of its customer base annually to preventable churn. Preventable because the signals were there — reduced login frequency, support ticket spikes, low feature adoption, unanswered check-ins — but the CSM team was stretched too thin to act on them systematically. A 2-person CS team covering 400 customers cannot do meaningful QBRs for every account.
The expansion revenue hiding in your existing customer base is larger than most new-logo pipelines. A 5% reduction in churn at a $200/mo average contract adds $120,000/year in preserved ARR for a 1,000-customer base. Echo does the check-ins that don't happen because there aren't enough hours in the CSM's day.
Proactive success coverage. At scale.
Proactive onboarding check-ins
Day 3, Day 7, Day 30 cadence
Health score alerts
Low-engagement flag from CRM
Renewal conversations
60/30/7 days before renewal date
Upsell intro conversations
Feature adoption milestone
NPS / CSAT follow-up
Survey response received
Escalate at-risk accounts
Passes to human CSM with context
Answer post-onboarding questions
Account portal, /onboarding widget
Capture expansion signals
Notes upgrade interest → task for AE
Echo reaches customers where they already are.
Voice
- Answers inbound calls in real time
- Books appointments while on the call
- Warm transfers to humans when escalation is needed
Chat
- Embeds on any page via a single script tag
- Routes to the right employee based on the page it's on
- Handles FAQs, qualifies leads, and creates CRM records
SMS
- Responds to inbound texts within seconds
- Follows TCPA-compliant opt-out handling
- Threads into the same contact timeline as voice and chat
- Classifies inbound emails by intent
- Routes to the right department automatically
- Drafts a reply for human review or sends directly at your discretion
Proactive outreach. Human escalation when it matters.
Echo doesn't wait for customers to reach out. She reaches them first — with context.
A health signal or cadence trigger fires
Echo doesn't wait for a customer to reach out. A cadence trigger fires — Day 7 after signup, 60 days before renewal, an NPS score below 7 — and Echo initiates the conversation. Or a health signal fires from the CRM: the customer hasn't logged in for 14 days, or opened a support ticket 3 times this week. Echo reaches out via the account portal widget or SMS — whichever channel the customer last used.
Echo opens with context, not a generic check-in
"I noticed you haven't started the reporting module yet — is there something blocking you?" Echo has access to the customer's usage data, support history, and contract details. She doesn't send a templated "How's it going?" — she opens with what she knows. This is the difference between a check-in that lands and one that gets ignored.
Echo has the retention conversation
Echo doesn't open with a check-in script — she opens with context. She has access to the customer's usage data, their support history, and their contract details. She can answer product questions, explain features, and handle basic objections. She cannot process contract changes — those she flags to a human CSM.
At-risk accounts escalate. Healthy accounts close with a record.
A resolved check-in creates a kanban task: "Day 30 check-in complete — customer healthy, feature adoption confirmed." An at-risk escalation creates: "Account [name] — at-risk signal: no login in 21 days + renewal in 30 days. Transcript attached. Recommended: human CSM call this week." Your CSM gets the context they need before the call. No digging through CRM notes.
Echo on /account. Sage on /help. Both in one platform.
Widget param: ?employee=echo
→ Account portal — Echo handles success check-ins
Widget param: ?employee=echo
→ Onboarding flow — Echo guides post-signup adoption
Widget param: ?employee=sage
→ Help center — Sage handles support requests
Configure your /account portal with ?employee=echo — she handles post-onboarding and renewal conversations. Your /help widget uses ?employee=sage — she handles support requests. Same department, right specialist for each context.
Talk to Echo.
This is the actual Palatai widget. Echo is answering. Ask about feature adoption, renewals, or account health.
What Echo replaces.
A customer success manager costs $75,000–$110,000/year. Industry benchmarks put healthy CSM coverage at 50–150 accounts per rep, depending on complexity. A 500-customer SaaS at 100 accounts/CSM needs 5 CSMs.
Echo cannot replace the human relationship for high-value enterprise accounts — but she can systematically cover the 80% of accounts that never get a meaningful check-in because there simply aren't enough CSM hours. For a company with 400 customers at $3,000 ACV, preventing 2% additional churn with Echo covers her annual cost at $1/month of preserved ARR.
SaaS: Mid-tier churn dropped from 8.2% to 5.4% in Q1.
A project management SaaS with 600 customers and 3 CSMs used Echo to cover the 350 accounts in the “mid-tier” segment — too small for dedicated CSM attention, too large to churn quietly. Echo ran a 7-day, 30-day, and 60-day post-signup check-in cadence, plus a renewal cadence starting 60 days out. In Q1 after deploying Echo, churn in the mid-tier segment dropped from 8.2% to 5.4%. The 3 CSMs shifted capacity to the top 250 accounts, increasing QBR completion rate from 40% to 78%.
Hire Echo. Reduce churn. Scale CS coverage.
HIRE ECHO — SUPPORT DEPARTMENT
$1,197/mo
No setup fee for the Support dept
- → Proactive check-in cadences
- → Health score monitoring
- → Renewal conversation handling
- → CRM integration
The Support department includes Echo (customer success) and Sage (tier-1 support). Add Always-On Channels (+$750/mo) to give Echo her own outreach line and /account widget.
See Support department →ADD ALWAYS-ON CHANNELS TO ANY HIRE
+$750/mo
+ $2,500 one-time setup
- → Voice
- → Chat
- → SMS for this agent
Already hiring another agent? Add Always-On Channels for +$750/mo. The agent answers in their own role-specific persona.
See all departments →Questions about Echo.
Proactive CS.
At scale.
Echo covers the check-ins that don't happen. Your CSMs focus on the relationships that matter. Churn doesn't get a head start.