Madison Brown (Operations Manager, Maplestone Realty)

[agent] Alright, we're recording as usual for account calls — this is Olivia from Dealforge, joined by Madison Brown from Maplestone Realty. Thanks for jumping on video for this one.

[customer] I asked for the video call on purpose. I wanted you to see that this isn't an angry email; it's a considered position.

[agent] Let's zoom out for a minute — what changed in your business that made this the moment to raise these issues?

[customer] I need you to actually hear this today: We're 5 months in now on the Enterprise tier — 111 seats at $96 per user, monthly billing, under the Maplestone Realty account.

[agent] That makes sense given your setup. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] I gave you a 3 on that nps survey in april and wrote a paragraph explaining why — this call is the first acknowledgment of it.

[agent] Right — and that connects to what I see in your usage pattern. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] Honestly the product is fine, but $96 a seat is expensive compared to everything else in our stack.

[agent] That makes sense given your setup. Is this affecting everyone on the account or concentrated in one team's workflow?

[customer] Our last three support tickets averaged 5 days to first response — for a paid business plan that's not workable.

[customer] My team has stopped reporting issues because they assume nothing will happen. That's where trust is on this account.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] Based on how your team actually works, here's the configuration I'd genuinely recommend: a downgrade to the Business plan, reduced to 61 seats, effective the next billing cycle with no penalty.

[customer] Downgrade it. I'd rather pay for what we use than resent paying for what we don't.

[agent] Fair. I'll come back with an analysis, not a pitch.

[customer] Follow through this time. That's all I ask, and it's apparently a lot.

Summary: Operations Manager at Maplestone Realty (midmarket, 111 seats on the Enterprise plan at $96/seat, 3-6 months tenure) contacted Dealforge via video call. Signals present: negative nps reference, pricing complaint, support frustration. Risk level assessed as medium; sentiment arc resigned calm. Interaction concluded as downgraded.


Andrew O'Brien (Finance Lead, Vantage Row Clinics)

[agent] You're talking to the right person — I have more room to move than the standard queue. Lay it out. Best, Marie — Staffwell Customer Team

[customer] Marie — I'm tired of managing this account, and that fatigue is really the headline here. Quick background: Vantage Row Clinics has run Staffwell about 16 months, so past a year, currently 328 seats on Starter, billed monthly at $61 a seat.

[customer] Hello, Ticket #60911 sat for 3 business days before anyone from support even acknowledged it. Regards, Andrew

[agent] Hi Andrew, Good, that's exactly what I need to know. Is this affecting everyone on the account or concentrated in one team's workflow? Best, Marie — Staffwell Customer Team

[customer] Honestly, no single item would have triggered this call. It's the accumulation, and the feeling that nobody on your side noticed it accumulating. Regards, Andrew

[customer] Nobody on my team complains anymore, which sounds like good news until you realize they've just stopped expecting better.

[agent] Hello Andrew, Everything you've said is now on the account record verbatim, which matters for what happens after this call.

[agent] Here's my best structure for your account, and I'll put it in writing before we hang up: the plan as it is; what I can change is the attention level, starting with a named contact and weekly check-ins until every item is closed.

[customer] Surprise me. That's the most honest invitation I can offer at this point.

[agent] I can commit to that on this call, in writing, effective immediately. No approvals pending, no asterisks. Best, Marie — Staffwell Customer Team

[customer] Alright. That's more than I expected walking in, which says something about both of us. Regards, Andrew

[agent] Done deal. And because saves like this get audited, everything we agreed is going in writing immediately. Best, Marie — Staffwell Customer Team

Summary: Finance Lead at Vantage Row Clinics (enterprise team, 328 seats on the Starter plan at $61/seat, 1-2 years tenure) contacted Staffwell via email thread. Signals present: support frustration. Risk level assessed as low; sentiment arc passive aggressive. Interaction concluded as retained no concession.


Jonathan Wood (Customer Success Manager, Cliental)

Tyler Rivera (Support Team Lead, Cliental)

[agent] I'll be straight with you: my whole job is keeping customers who have a reason to leave. Give me your real reasons and I'll give you real options.

[customer] I've been putting off this call for weeks because I hate these conversations. Quick background: Duskwood Foods has run Cliental two weeks into the trial, currently 81 seats on Team, billed monthly at $120 a seat.

[agent] Good, that's exactly what I need to know. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] Jonathan — Our account manager changed twice this year and the new one never introduced themselves; my last two messages went unanswered. Regards, Henry

[agent] Keep going — this is actionable. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] We're two weeks into the trial and the setup still isn't finished; half my team never completed onboarding at all. Regards, Henry

[agent] Good, that's exactly what I need to know. Is this affecting everyone on the account or concentrated in one team's workflow? Best, Jonathan — Cliental Customer Team

[customer] Our last three support tickets averaged 5 days to first response — for a paid business plan that's not workable.

[customer] Hello, For a company our size this isn't a rounding error — it's a real line in a real budget that I personally answer for.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] Here's my best structure for your account, and I'll put it in writing before we hang up: escalating this whole file to my team lead today — you'll have someone with real authority on it within one business day.

[customer] Jonathan — Fine — bring in your manager. This is exactly the level this should have reached months ago. Regards, Henry

[manager] Hello Henry, Tyler here, Support Team Lead. I've read the file while you talked. Every item you raised gets a named owner and a date by tomorrow evening, from me directly. Best, Jonathan — Cliental Customer Team

[customer] Okay. I'll be honest, I'll worry about it until your follow-up arrives.

Summary: COO at Duskwood Foods (midmarket, 81 seats on the Team plan at $120/seat, trial tenure) contacted Cliental via email thread. Signals present: unresponsive to outreach, onboarding failure, support frustration. Risk level assessed as high; sentiment arc passive aggressive. Interaction concluded as escalated to manager.


Christine MacLeod (VP of Sales, Lakeshore Realty)

[agent] Alright, we're recording as usual for account calls — this is Omar from Pipewell, joined by Christine MacLeod from Lakeshore Realty. Thanks for jumping on video for this one.

[customer] I asked for the video call on purpose. I wanted you to see that this isn't an angry email; it's a considered position.

[agent] This call is logged against your account case. I'll capture each item and route it per our escalation matrix.

[customer] I have nine minutes, so let's be productive. Quick background: Lakeshore Realty has run Pipewell coming up on 4 months, currently 44 seats on Enterprise, billed annual at $75 a seat.

[customer] We still can't do proper email sync — that feature has been 'planned' since we signed, and it's a real gap for us.

[agent] Logged. What would a fix actually need to look like for this to feel resolved on your side?

[customer] The biggest driver is the first thing I said — the rest compounds it. None of these are new; they're just finally all true at once.

[customer] Every hour my managers spend on this vendor relationship is an hour I'm effectively paying for twice.

[agent] Everything you've said is now on the account record verbatim, which matters for what happens after this call.

[agent] Per the retention options available at my tier, here is what I am authorized to apply: the plan as it is; what I can change is the attention level, starting with a named contact and weekly check-ins until every item is closed.

[customer] One proposal, your best number, right now. I'll say yes or no before we hang up.

[agent] It's within my authority and it applies the moment we hang up — written confirmation follows within the hour.

[customer] Done. Paper it today and copy my ops lead. Good call.

[agent] Processed. The revised terms are on the account; the confirmation email includes the full audit trail.

Summary: VP of Sales at Lakeshore Realty (midmarket, 44 seats on the Enterprise plan at $75/seat, 3-6 months tenure) contacted Pipewell via video call. Signals present: feature gap. Risk level assessed as low; sentiment arc passive aggressive. Interaction concluded as retained no concession.


Paul Roberts (VP of Sales, Sunmark Distribution)

Gabriel Green (Retention Specialist, Mailgrove)

[agent] Good afternoon, Mailgrove customer team, this is Gabriel speaking. Am I talking with Paul Roberts from Sunmark Distribution?

[customer] That's me — VP of Sales at Sunmark Distribution. I'll warn you now, I've got a list in front of me.

[agent] Okay, I have the subscription in front of me. What would you like to do?

[customer] I'm going to be honest because polite hasn't worked: Quick background: Sunmark Distribution has run Mailgrove for more than three years, currently 96 seats on Enterprise, billed monthly at $72 a seat.

[agent] Understood. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] Our account manager changed twice this year and the new one never introduced themselves; my last two messages went unanswered.

[agent] Okay. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] Ticket #27974 sat for 8 business days before anyone from support even acknowledged it.

[agent] Understood. Is this affecting everyone on the account or concentrated in one team's workflow?

[customer] Openfield mail quoted us materially less for the same feature set, and their team followed up twice while we waited on you.

[customer] My team has stopped reporting issues because they assume nothing will happen. That's where trust is on this account.

[agent] Everything you've said is now on the account record verbatim, which matters for what happens after this call.

[agent] The options on this account are as follows: a downgrade to the Pro plan, reduced to 63 seats, effective the next billing cycle with no penalty.

[customer] Downgrade it. I'd rather pay for what we use than resent paying for what we don't.

[agent] That's logged. Is there anything else today?

[customer] Follow through this time. That's all I ask, and it's apparently a lot.

Summary: VP of Sales at Sunmark Distribution (midmarket, 96 seats on the Enterprise plan at $72/seat, 3+ years tenure) contacted Mailgrove via phone transcript. Signals present: unresponsive to outreach, support frustration, competitor mention. Risk level assessed as medium; sentiment arc hopeful then disappointed. Interaction concluded as downgraded.


Larry King (Controller, Northgate Legal Group)

Brian Mendoza (Billing Specialist, Shieldmoor)

[customer] [Ticket opened — priority: high] Account: Northgate Legal Group. Subject: Formal complaint and account status request. Quick background: Northgate Legal Group has run Shieldmoor about 1 months in, currently 92 seats on Starter, billed annual at $144 a seat.

[agent] I can see the account details here. What outcome are you looking for from today's call?

[agent] Understood. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] Please point me to the migration file process; we want our data out and portable before any decision gets made.

[agent] Okay. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] Adoption never recovered after the redesign — my team barely touches it outside of endpoint coverage now.

[agent] Understood. Is this affecting everyone on the account or concentrated in one team's workflow?

[customer] I've asked our ops lead to pull the termination terms from the contract, so you understand where this is heading.

[agent] Okay. What would a fix actually need to look like for this to feel resolved on your side?

[customer] I'll be direct: perimark has been in our inbox all quarter, and their demo landed well with my team.

[agent] Understood. Before we go further — is there anything else on the account adding to this?

[customer] I replied to your renewal email on october 18 and got silence — two follow-ups later, still no response from anyone.

[customer] I spend more time explaining this line item to finance than I spend getting value from it.

[agent] Everything you've said is now on the account record verbatim, which matters for what happens after this call.

[agent] The options on this account are as follows: switching to the Scale plan on annual billing — the per-seat rate drops materially and the invoice becomes predictable.

[customer] Switching to that plan on annual billing works — the economics finally line up with the usage.

[agent] Done — the new terms take effect immediately. You'll see it reflected on the next invoice.

[customer] Okay — I'll take the deal. Mostly I'm just relieved to stop having this conversation.

Summary: Controller at Northgate Legal Group (midmarket, 92 seats on the Starter plan at $144/seat, 0-3 months tenure) contacted Shieldmoor via support ticket. Signals present: data export request, usage decline mention, contract threat, competitor mention, unresponsive to outreach. Risk level assessed as high; sentiment arc positive to negative. Interaction concluded as retained with plan change.


Kevin Jimenez (Customer Success Lead, Ironvale Clinics)

Hassan White (Billing Specialist, Sketchbay)

[agent] Good morning, Sketchbay customer team, this is Hassan speaking. Am I talking with Kevin Jimenez from Ironvale Clinics?

[customer] You are. I'm the Customer Success Lead over here, and I booked this call deliberately rather than doing another email round.

[agent] I'll be straight with you: my whole job is keeping customers who have a reason to leave. Give me your real reasons and I'll give you real options.

[customer] I want to say up front that parts of the product have served us well, and this isn't personal. We're two weeks into the trial on the Starter tier — 7 seats at $19 per user, monthly billing, under the Ironvale Clinics account.

[agent] Good, that's exactly what I need to know. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] Every time something breaks we're waiting on support for days while my team improvises.

[agent] Keep going — this is actionable. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] Unless this conversation changes something fundamental, we're cancelling — i've already drafted the notice.

[agent] Good, that's exactly what I need to know. Is this affecting everyone on the account or concentrated in one team's workflow?

[customer] Can we scale back to the smaller plan before the next invoice runs? the seat count has to come down either way.

[agent] Keep going — this is actionable. What would a fix actually need to look like for this to feel resolved on your side?

[customer] I'm on this call because my cto told me to sort it out personally, which should tell you how visible this has become.

[agent] Good, that's exactly what I need to know. Before we go further — is there anything else on the account adding to this?

[customer] Our usage tells the story: 2 of 7 seats logged in last month, and it's been sliding since june.

[customer] The honest picture is that confidence in the tool has eroded gradually — not one disaster, just a slow leak.

[agent] Let me restate what I've heard so we agree on the facts before I respond with anything concrete.

[agent] Here's my best structure for your account, and I'll put it in writing before we hang up: the strongest thing I'm authorized to offer — 25% off plus an account review with our senior team.

[customer] You can skip the retention menu. Just process it; the decision is final and it wasn't made on this call.

[agent] I gave it my best shot and you were straight with me the whole way — I'll process it clean, no games with the end date.

[customer] I'm sorry it landed here, truly. The offboarding just needs to be as professional as this call was.

Summary: Customer Success Lead at Ironvale Clinics (startup, 7 seats on the Starter plan at $19/seat, trial tenure) contacted Sketchbay via phone transcript. Signals present: support frustration, cancellation intent, downgrade request, executive escalation, usage decline mention. Risk level assessed as churned; sentiment arc aggressive throughout. Interaction concluded as churned silent.


Raymond Young (Head of Marketing, Cedarworks Wellness)

Rafael Wilson (Retention Specialist, Peoplefirth)

[agent] Alright, we're recording as usual for account calls — this is Rafael from Peoplefirth, joined by Raymond Young from Cedarworks Wellness. Thanks for jumping on video for this one.

[customer] Happy to do it face to face — some conversations shouldn't happen in a ticket queue, and this is one of them.

[agent] I can see the account details here. What outcome are you looking for from today's call?

[customer] I don't usually take these calls myself — the fact that I am is the message. For context, we're Cedarworks Wellness — 8 seats on the Pro plan at $62 per seat, monthly, and we've been with Peoplefirth since the early days, three-plus years.

[customer] Our last three support tickets averaged 5 days to first response — for a paid business plan that's not workable.

[agent] Understood. What would a fix actually need to look like for this to feel resolved on your side?

[customer] The biggest driver is the first thing I said — the rest compounds it. None of these are new; they're just finally all true at once.

[customer] This account is now a topic in my leadership meeting, which is the worst place for a software subscription to live.

[agent] Everything you've said is now on the account record verbatim, which matters for what happens after this call.

[agent] The options on this account are as follows: no pricing adjustment — I'll be honest that the rate stands — but a dedicated success manager and a documented fix plan for each issue you raised.

[customer] Bring me your best terms today — I'm not doing a three-call negotiation over a software renewal.

[agent] It's within my authority and it applies the moment we hang up — written confirmation follows within the hour.

[customer] Accepted. Execute it cleanly and we won't need to speak again — which is a compliment.

[agent] Done — the new terms take effect immediately. You'll see it reflected on the next invoice.

Summary: Head of Marketing at Cedarworks Wellness (startup, 8 seats on the Pro plan at $62/seat, 3+ years tenure) contacted Peoplefirth via video call. Signals present: support frustration. Risk level assessed as low; sentiment arc resigned calm. Interaction concluded as retained no concession.


Julie Petrov (Marketing Coordinator, Foxglove Wellness)

Sara Robinson (Customer Success Manager, Sentrigate)

[customer] [Ticket opened — priority: high] Account: Foxglove Wellness. Subject: Request regarding subscription terms. We're on the trial on the Enterprise tier — 284 seats at $106 per user, monthly billing, under the Foxglove Wellness account.

[agent] You have my full attention and my full authority — nothing you raise today needs a second approval.

[agent] That tracks with what I see on my side. Can you walk me through the biggest driver of that, so I make sure the right team sees it?

[customer] We still can't do proper alert triage — that feature has been 'planned' since we signed, and it's a real gap for us.

[agent] I'll take that at face value — the record supports it. When did you first notice this becoming a problem for your team, and what changed at that point?

[customer] Adoption never recovered after the redesign — my team barely touches it outside of alert triage now.

[agent] That tracks with what I see on my side. Is this affecting everyone on the account or concentrated in one team's workflow?

[customer] Please point me to the migration file process; we want our data out and portable before any decision gets made.

[agent] I'll take that at face value — the record supports it. What would a fix actually need to look like for this to feel resolved on your side?

[customer] We're paying $106 per seat for 284 seats now, and at that price the math simply stopped working for a team our size.

[agent] That tracks with what I see on my side. Before we go further — is there anything else on the account adding to this?

[customer] Unless this conversation changes something fundamental, we're cancelling — i've already drafted the notice.

[customer] Every hour my managers spend on this vendor relationship is an hour I'm effectively paying for twice.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] I'm going to make you one complete offer rather than negotiate in pieces: the strongest thing I'm authorized to offer — 20% off plus an account review with our senior team.

[customer] I appreciate the offer, but even with 20% off the fundamentals don't change. We're going ahead with the cancellation.

[agent] Then I'll see to it the exit is executed impeccably. Doors close; they don't slam.

[customer] Decision's made. My team will handle logistics — I just wanted the reason on record.

Summary: Marketing Coordinator at Foxglove Wellness (enterprise team, 284 seats on the Enterprise plan at $106/seat, trial tenure) contacted Sentrigate via support ticket. Signals present: feature gap, usage decline mention, data export request, pricing complaint, cancellation intent. Risk level assessed as high; sentiment arc aggressive throughout. Interaction concluded as churned after negotiation.


Kenneth Sanders (Engineering Manager, Ashford Point Staffing)

Carlos MacLeod (Retention Specialist, Storhaven)

[agent] Okay, I have the subscription in front of me. What would you like to do?

[customer] Hello, I'll be honest — I almost didn't book this call because I didn't expect it to help. For context, we're Ashford Point Staffing — 11 seats on the Business plan at $14 per seat, annual, and we've been with Storhaven since onboarding 4 months back.

[customer] Hello, I wasn't going to raise this next one, but it belongs on the record: we're paying $14 per seat for 11 seats now, and at that price the math simply stopped working for a team our size.

[agent] I won't pretend that's the experience we want anyone paying for. Let me look at what I can actually do here.

[customer] Separately, and this one matters to my team daily: ticket #43009 sat for 4 business days before anyone from support even acknowledged it.

[agent] Thank you for laying it out concretely. Specifics like the dates and numbers genuinely help me escalate this. Best, Carlos — Storhaven Customer Team

[customer] Separately, and this one matters to my team daily: our usage tells the story: 4 of 11 seats logged in last month, and it's been sliding since June.

[customer] Carlos — I spend more time explaining this line item to finance than I spend getting value from it. Regards, Kenneth

[agent] Everything you've said is now on the account record verbatim, which matters for what happens after this call. Best, Carlos — Storhaven Customer Team

[agent] The options on this account are as follows: early access to the sync speed beta next month, plus a direct line to the product manager who owns that roadmap item.

[customer] Hello, Surprise me. That's the most honest invitation I can offer at this point.

[agent] It's within my authority and it applies the moment we hang up — written confirmation follows within the hour.

[customer] Alright. That's more than I expected walking in, which says something about both of us.

[agent] Done — the new terms take effect immediately. You'll see it reflected on the next invoice. Best, Carlos — Storhaven Customer Team

Summary: Engineering Manager at Ashford Point Staffing (smb, 11 seats on the Business plan at $14/seat, 3-6 months tenure) contacted Storhaven via email thread. Signals present: pricing complaint, support frustration, usage decline mention. Risk level assessed as medium; sentiment arc resigned calm. Interaction concluded as retained with feature promise.


Julia Okafor (Founder, Yellowfield Outfitters)

Linda Davis (Customer Success Manager, Pipewell)

[customer] [Ticket opened — priority: high] Account: Yellowfield Outfitters. Subject: Request regarding subscription terms. Quick background: Yellowfield Outfitters has run Pipewell for more than three years, currently 14 seats on Pro, billed monthly at $74 a seat.

[agent] You have my full attention and my full authority — nothing you raise today needs a second approval.

[customer] Next item, and I have the dates because I documented everything: the price went from $63 to $74 per seat at renewal, and nobody warned us the cost was jumping like that.

[agent] I'll take that at face value — the record supports it. That's a fair thing to raise, and I can see the history on the account supports what you're describing.

[customer] Adding this to the chronology — around June 11, ticket #42172 sat for 6 business days before anyone from support even acknowledged it.

[agent] I'll take that at face value — the record supports it. I won't pretend that's the experience we want anyone paying for. Let me look at what I can actually do here.

[customer] What I want out of this is specific: the erroneous amount refunded, the account corrected, and written confirmation of both.

[customer] For a company our size this isn't a rounding error — it's a real line in a real budget that I personally answer for.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] I'm going to make you one complete offer rather than negotiate in pieces: no pricing adjustment — I'll be honest that the rate stands — but a dedicated success manager and a documented fix plan for each issue you raised.

[customer] Is there anything you can do for a small business on this? I'm not trying to squeeze you, I just need it to be sustainable.

[agent] I can commit to that on this call, in writing, effective immediately. No approvals pending, no asterisks.

[customer] Oh, that's a genuine relief. Thank you. I'll sleep better with that sorted.

[agent] Then we have an agreement, and you have my direct line if any part of it slips.

Summary: Founder at Yellowfield Outfitters (smb, 14 seats on the Pro plan at $74/seat, 3+ years tenure) contacted Pipewell via support ticket. Signals present: pricing complaint, support frustration. Risk level assessed as low; sentiment arc negative to neutral. Interaction concluded as retained no concession.


Anthony Cooper (Marketing Coordinator, Fernbrook Academy)

Rachel Harris (Customer Success Manager, Sendarbor)

[agent] Good morning, Sendarbor customer team, this is Rachel speaking. Am I talking with Anthony Cooper from Fernbrook Academy?

[customer] You are. I'm the Marketing Coordinator over here, and I booked this call deliberately rather than doing another email round.

[agent] I asked to take this call myself because the account history deserves a senior set of eyes. Take your time.

[customer] I prepared numbers for this call, so let me start with the data. Quick background: Fernbrook Academy has run Sendarbor since 2024, currently 68 seats on Team, billed annual at $70 a seat.

[customer] Our onboarding stalled in week two — the implementation call was rescheduled three times and we never fully got the integration running. We ran a side-by-side with driftpost last month, and it does the deliverability rates piece better out of the box. Every time something breaks we're waiting on support for days while my team improvises.

[agent] That tracks with what I see on my side. What would a fix actually need to look like for this to feel resolved on your side?

[customer] The biggest driver is the first thing I said — the rest compounds it. None of these are new; they're just finally all true at once.

[customer] Modeled out, the tool now costs us more in workaround hours than the subscription itself — I can share the spreadsheet.

[agent] Let me restate what I've heard so we agree on the facts before I respond with anything concrete.

[agent] I'm going to make you one complete offer rather than negotiate in pieces: early access to the deliverability rates beta next month, plus a direct line to the product manager who owns that roadmap item.

[customer] Any proposal needs to move the per-seat economics, not just the sentiment. What can you actually adjust?

[agent] It's within my authority and it applies the moment we hang up — written confirmation follows within the hour.

[customer] That changes the calculation enough to renew. I'll confirm by email once I see it in writing.

[agent] Then we have an agreement, and you have my direct line if any part of it slips.

Summary: Marketing Coordinator at Fernbrook Academy (midmarket, 68 seats on the Team plan at $70/seat, 2-3 years tenure) contacted Sendarbor via phone transcript. Signals present: onboarding failure, competitor mention, support frustration. Risk level assessed as medium; sentiment arc hopeful then disappointed. Interaction concluded as retained with feature promise.


Jason Jimenez (Controller, Maplestone Foods)

Joshua Nelson (Customer Success Manager, Metricore)

[agent] Hi, thanks for reaching Metricore support chat — you're through to Joshua on the accounts team. I can see you're chatting from the Maplestone Foods workspace.

[agent] I hear this from time to time, though most accounts your size settle in after the adjustment period.

[customer] Let me lay out where the account stands. The account is Maplestone Foods: Enterprise plan, 39 seats, $172 per seat billed monthly. We've been customers since we signed up 2 months ago.

[customer] I wasn't going to raise this next one, but it belongs on the record: every time something breaks we're waiting on support for days while my team improvises.

[agent] Thank you for laying it out concretely. Specifics like the dates and numbers genuinely help me escalate this.

[customer] And while we're on it — Querybird quoted us materially less for the same feature set, and their team followed up twice while we waited on you.

[agent] Understood — that specific issue has come up with other teams your size, and there is movement on it internally.

[customer] I wasn't going to raise this next one, but it belongs on the record: adoption never recovered after the redesign — my team barely touches it outside of custom funnels now.

[customer] The practical effect is that my team has built workarounds around your product instead of working in it.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] What I can technically do from my side is limited, but the available option would be: we pause the subscription rather than cancel: no charges while paused, everything preserved exactly as it is.

[customer] Alright, pause the account. It's a more honest arrangement than paying for shelfware while we decide.

[agent] Noted on the account. The follow-up will come through the standard channel.

[customer] Fine. I'll expect the follow-up by the date you named.

Summary: Controller at Maplestone Foods (smb, 39 seats on the Enterprise plan at $172/seat, 0-3 months tenure) contacted Metricore via live chat. Signals present: support frustration, competitor mention, usage decline mention. Risk level assessed as medium; sentiment arc mixed signals. Interaction concluded as paused account.


Edward Williams (Marketing Coordinator, Lakeshore Labs)

Andrew James (Account Manager, Sentrigate)

[agent] Good morning, Sentrigate customer team, this is Andrew speaking. Am I talking with Edward Williams from Lakeshore Labs?

[customer] That's me — Marketing Coordinator at Lakeshore Labs. I'll warn you now, I've got a list in front of me.

[agent] You're talking to the right person — I have more room to move than the standard queue. Lay it out.

[customer] Let me frame this constructively, because we'd rather fix the relationship than end it. For context, we're Lakeshore Labs — 10 seats on the Team plan at $98 per seat, monthly, and we've been with Sentrigate since our first renewal.

[customer] Separately, and this one matters to my team daily: honestly the product is fine, but $98 a seat is expensive compared to everything else in our stack.

[agent] I won't pretend that's the experience we want anyone paying for. Let me look at what I can actually do here.

[customer] Separately, and this one matters to my team daily: when the survey asked if I'd recommend the product, I said no, and nothing about that has changed since.

[agent] I'm noting each of these on the account record so nothing gets lost after this conversation.

[customer] Separately, and this one matters to my team daily: our onboarding stalled in week two — the implementation call was rescheduled three times and we never fully got the integration running.

[customer] The honest picture is that confidence in the tool has eroded gradually — not one disaster, just a slow leak.

[agent] Let me restate what I've heard so we agree on the facts before I respond with anything concrete.

[agent] Here's my best structure for your account, and I'll put it in writing before we hang up: no pricing adjustment — I'll be honest that the rate stands — but a dedicated success manager and a documented fix plan for each issue you raised.

[customer] If there's flexibility on your side, we have flexibility on ours — I'd genuinely like to find the overlap.

[agent] I can commit to that on this call, in writing, effective immediately. No approvals pending, no asterisks.

[customer] Thank you — this is the outcome I was hoping for when I scheduled the call.

[agent] Locked in. You just became the kind of save story I get measured on — the terms land in your inbox today.

Summary: Marketing Coordinator at Lakeshore Labs (startup, 10 seats on the Team plan at $98/seat, 1-2 years tenure) contacted Sentrigate via phone transcript. Signals present: pricing complaint, negative nps reference, onboarding failure. Risk level assessed as medium; sentiment arc hopeful then disappointed. Interaction concluded as retained no concession.


Nathan Diaz (Head of Marketing, Redgrove Distribution)

Rafael Ward (Customer Success Manager, Ticketbay)

[agent] I appreciate you raising this directly instead of quietly walking away. Start wherever you like. Best, Rafael — Ticketbay Customer Team

[customer] Three data points explain why we're talking today. For context, we're Redgrove Distribution — 27 seats on the Enterprise plan at $29 per seat, annual, and we've been with Ticketbay 4 months in now.

[customer] Next item, and I have the dates because I documented everything: on April 17 we were charged $783 — that's $147 more than our agreed plan rate — and the invoice shows seats we never added.

[agent] That's completely fair to raise. Understood — that specific issue has come up with other teams your size, and there is movement on it internally.

[customer] Adding this to the chronology — around April 24, I'll be direct: Replystack has been in our inbox all quarter, and their demo landed well with my team.

[agent] That's completely fair to raise. I'm noting each of these on the account record so nothing gets lost after this conversation. Best, Rafael — Ticketbay Customer Team

[customer] And to be explicit about what I'm asking for: a corrected invoice, a written explanation, and a decision-maker's name. In that order.

[customer] On a cost-per-active-seat basis we're paying roughly double what the usage justifies, and the trend line is getting worse. Regards, Nathan

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] I don't want to throw a generic script at this, so here's what I can genuinely do for your situation: early access to the knowledge base search beta next month, plus a direct line to the product manager who owns that roadmap item. Best, Rafael — Ticketbay Customer Team

[customer] Any proposal needs to move the per-seat economics, not just the sentiment. What can you actually adjust?

[agent] It's within my authority and it applies the moment we hang up — written confirmation follows within the hour. Best, Rafael — Ticketbay Customer Team

[customer] Rafael — On those numbers, staying is defensible. Send the revised terms and I'll update the model.

[agent] Hello Nathan, I'm really glad we found a path. I'm putting a personal reminder to check on the account in thirty days.

Summary: Head of Marketing at Redgrove Distribution (smb, 27 seats on the Enterprise plan at $29/seat, 3-6 months tenure) contacted Ticketbay via email thread. Signals present: billing dispute, competitor mention. Risk level assessed as medium; sentiment arc mixed signals. Interaction concluded as retained with feature promise.


David Gutierrez (Customer Success Lead, Coastcrest Realty)

Ruth Nelson (Account Manager, Dealforge)

[agent] Good afternoon, Dealforge customer team, this is Ruth speaking. Am I talking with David Gutierrez from Coastcrest Realty?

[customer] That's me — Customer Success Lead at Coastcrest Realty. I'll warn you now, I've got a list in front of me.

[agent] Before anything else: I've read the history, and I'm sorry it took a call like this to get proper attention on your account.

[customer] Three data points explain why we're talking today. The account is Coastcrest Realty: Enterprise plan, 32 seats, $110 per seat billed annual. We've been customers since onboarding 5 months back.

[customer] Next item, and I have the dates because I documented everything: your pricing has climbed twice in eighteen months — the latest invoice works out to $110 per user, which is hard to defend upstairs.

[agent] That shouldn't have been your experience — I apologize. I'm noting each of these on the account record so nothing gets lost after this conversation.

[customer] What I want out of this is specific: the erroneous amount refunded, the account corrected, and written confirmation of both.

[customer] Modeled out, the tool now costs us more in workaround hours than the subscription itself — I can share the spreadsheet.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] It doesn't undo the experience, but here is what I can concretely offer to make it right: early access to the pipeline stages beta next month, plus a direct line to the product manager who owns that roadmap item.

[customer] I'll evaluate whatever you offer against the alternatives on the same spreadsheet — that's the fairest I can be.

[agent] I can commit to that on this call, in writing, effective immediately. No approvals pending, no asterisks.

[customer] That changes the calculation enough to renew. I'll confirm by email once I see it in writing.

[agent] I'm grateful you stayed. The adjustment is live, and I've flagged the account so this history doesn't repeat.

Summary: Customer Success Lead at Coastcrest Realty (smb, 32 seats on the Enterprise plan at $110/seat, 3-6 months tenure) contacted Dealforge via phone transcript. Signals present: pricing complaint. Risk level assessed as low; sentiment arc passive aggressive. Interaction concluded as retained with feature promise.


Christian Nelson (Customer Success Lead, Ashford Point Consulting)

Zachary Roberts (Account Manager, Inboxlane)

[agent] Hi, thanks for reaching Inboxlane support chat — you're through to Zachary on the accounts team. I can see you're chatting from the Ashford Point Consulting workspace.

[agent] Thanks for taking the time — I've read the account notes, and I want to hear this in your own words.

[customer] I prepared numbers for this call, so let me start with the data. Quick background: Ashford Point Consulting has run Inboxlane still in our trial window, currently 10 seats on Team, billed monthly at $117 a seat.

[customer] Separately, and this one matters to my team daily: your pricing has climbed twice in eighteen months — the latest invoice works out to $117 per user, which is hard to defend upstairs.

[agent] I won't pretend that's the experience we want anyone paying for. Let me look at what I can actually do here.

[customer] There's more: I gave you a 3 on that NPS survey in April and wrote a paragraph explaining why — this call is the first acknowledgment of it.

[agent] I won't pretend that's the experience we want anyone paying for. Let me look at what I can actually do here.

[customer] Separately, and this one matters to my team daily: the rollout plan we were sold never materialized — no migration help, no training session, nothing.

[customer] On a cost-per-active-seat basis we're paying roughly double what the usage justifies, and the trend line is getting worse.

[agent] Give me thirty seconds to check what levers I actually have for this account rather than guessing out loud.

[agent] I don't want to throw a generic script at this, so here's what I can genuinely do for your situation: a move to the Pro tier, which matches your actual usage pattern, on annual billing that brings the effective seat price down.

[customer] Okay, move us to that tier. The plan change plus annual billing gets the number where I need it.

[agent] Thank you for giving us the room to fix this. You'll have the confirmation in your inbox within the hour.

[customer] That changes the calculation enough to renew. I'll confirm by email once I see it in writing.

Summary: Customer Success Lead at Ashford Point Consulting (startup, 10 seats on the Team plan at $117/seat, trial tenure) contacted Inboxlane via live chat. Signals present: pricing complaint, negative nps reference, onboarding failure. Risk level assessed as medium; sentiment arc hopeful then disappointed. Interaction concluded as retained with plan change.