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| Research on Customer Churn Detainment Based on Communication Text Information between Customers and Customer Services |
| WANG Feifei，LIU Wenjun，ZHU Li’ao，LYU Xiaoling |
| 1.Renmin University of China, Beijing, China；2.Peking University, Beijing, China |
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Abstract Based on the customer-service dialogue data of a certain online education company specializing in internet literacy, this study explores whether the communication between customer service and customers affects customer churn. Through text analysis methods, various topics and emotional states implicit in the dialogue are excavated. Additionally, we employ a logistic regression model to further investigate the influence of textual factors on customer churn. The research findings indicate that:①Polite language used by customer service during interactions can reduce customer churn.②Customer emotional attitudes during interactions has a non-linear relationship with customer churn. ③Positive interactions between customer service and customers regarding business matters can increase customer renewal rates, while system-generated mass messages fail to elicit responses from customers, leading to a decrease in customers’ renewal intentions.
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Received: 29 March 2023
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