Customer Journey

Lead → Quote → Appointment → Service → Follow-Up → Renewal, with conversation-derived friction at every stage.

Stage performance

Lead2,412 · 100% through · 0% drop · sentiment 78 · repeat contact 6%

Friction: Peak-hour wait times

Quote1,704 · 70.6% through · 29.4% drop · sentiment 74 · repeat contact 14%

Friction: Pricing clarity on recurring plans

Appointment1,498 · 87.9% through · 12.1% drop · sentiment 76 · repeat contact 11%

Friction: Scheduling window confusion

Service1,402 · 93.6% through · 6.4% drop · sentiment 73 · repeat contact 19%

Friction: Technician ETA visibility

Follow-Up1,121 · 79.9% through · 20.1% drop · sentiment 71 · repeat contact 22%

Friction: Re-treatment expectations

Renewal842 · 75.1% through · 24.9% drop · sentiment 68 · repeat contact 16%

Friction: Renewal price increase

Evidence Explorer

420 conversations match the current analytical context

Conversation evidence table with sorting, filtering and pagination
													Recording
2026-09-29	13:25	Miguel Santos	outbound	Mosquitoes	Schedule Appointment	63	Appointment booked	Yes	$110	10598	info	Customer contacted about schedule appointment for mosquitoes in 10598. Appointment booked.	Audio n/a
2026-09-29	08:33	Marie Leclerc	outbound	Rodents	Reschedule	85	Appointment booked	Yes	$395	10562	positive	Customer contacted about reschedule for rodents in 10562. Appointment booked.	Audio n/a
2026-09-29	16:30	Wendy Chan	inbound	Mosquitoes	Schedule Appointment	66	Appointment booked	Yes	$360	10520	info	Customer contacted about schedule appointment for mosquitoes in 10520. Appointment booked.	Audio n/a
2026-09-29	08:48	Angela Ruiz	inbound	Rodents	Schedule Appointment	85	Appointment booked	Yes	$350	10566	positive	Customer contacted about schedule appointment for rodents in 10566. Appointment booked.	Audio n/a
2026-09-29	12:46	Harold Weiss	inbound	Bed Bugs	Other	93	Quote provided	No	—	10547	positive	Customer contacted about other for bed bugs in 10547. No appointment booked on this call.	Audio n/a
2026-09-29	12:46	Janet Cortez	inbound	Rodents	Pricing / Quote	79	Issue resolved	No	—	10598	info	Customer questioned value unclear on their rodents service. Agent explained plan value; no booking yet.	Audio n/a
2026-09-29	10:09	Dana Fletcher	outbound	Wasps & Hornets	Schedule Appointment	94	Appointment booked	Yes	$375	10566	positive	Customer contacted about schedule appointment for wasps & hornets in 10566. Appointment booked.	Audio n/a
2026-09-29	17:05	Janet Cortez	inbound	Rodents	Cancellation	34	Appointment booked	Yes	$320	10520	critical	Customer raised cancellation intent tied to cost and recent rodents results. Retention follow-up suggested.	Audio n/a
2026-09-29	11:53	Miguel Santos	inbound	Mosquitoes	Pricing / Quote	72	Appointment booked	Yes	$275	10566	info	Customer questioned value unclear on their mosquitoes service. Agent explained plan value; visit booked.	Audio n/a
2026-09-29	16:16	Dana Fletcher	outbound	Ants	Treatment Question	94	Quote provided	No	—	10566	positive	Customer contacted about treatment question for ants in 10566. No appointment booked on this call.	Audio n/a

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