Contact Information
NameAdam Reyes
Customer SinceMarch 2020
AuthenticationVerified: Virtual Agent
Mostly WatchesLive sports
Account TypePremium, monthly
Plan Price$29.99/mo
Contacts Last 90 Days
Aug 09, 2026 Buffering issues
Aug 23, 2026 Buffering issues
Empathize, then diagnose
1/1
Churn Risk: High
“I’m sorry, Adam. Missing a live game three times isn’t okay. Let me find out what’s going on.”
Signals: Live sports viewer, 2 buffering contacts this month, cancel request, frustrated tone
Active incident: live-event buffering
2/2
Active incident
- Don't troubleshoot the device. This isn't his setup.
- Confirm the incident and the fix timing: before Saturday's games.
- Offer a follow-up when it's resolved.
“This isn’t your setup. It’s on our end during live games, and we have a fix going in before Saturday.”
Signals: Matches active incident, Roku and smart TV apps affected, 2 prior buffering contacts during live events
Retention offers, ranked by fit
3/3
Churn Risk: High
- Credit for missed games (service failure)
- 25% off for 3 months (price concern)
- Premium Plus, 30 days free (6-year customer)
“I’m crediting the three games you missed.”
Signals: Service failure, price objection, eligible for all three offers