Most cancel experiences actually hurt customer retention
Hold customers hostage until they call, or let them cancel without figuring out how to save them?
There’s got to be a better way.
Many products delay churn with obstacles
While these tactics slow cancellations at first, they quickly lose revenue by destroying your brand with customers (both former and current).
Save at-risk customers by deploying the right salvage offer
When customers go to cancel, Retain analyzes dozens of data points — from their cancellation reason to their engagement data — to salvage that relationship.
Retain Cancellation Flows use data from 25k subscription companies to target the right “salvage offer”.
Here's how it works:
Get insights on what went wrong
Cancel Reasons give direct feedback for our algorithm to find the right offer for every individual user.
Remind customers what they liked
By generating nostalgia around your product, we prime users for what comes next.
Personalize smart offers based on the product and user
New B2B user having setup trouble? Send a Calendly link.
DTC customer who’ll buy more a bit later? Offer a smaller or pause plan.
The right option for each situation, just in time.
Frequently Asked Questions (FAQs)
How well does this work for my industry?
Early access users typically saw Cancellation Flows salvage between 25-30% of potential cancellations. We tested this across both B2B and B2C products.
What does implementation look like?
Click here to see how to configure Retain Cancellation Flows.
If the customer goes to cancel more than once, will they keep receiving the salvage offers?
Customers continue to get salvage offers every time they cancel. But they’ll never get a discount salvage offer more than once, so you can’t just keep coming back for a discount.
Can you send the cancellation reasons to my tech stack (Salesforce, HubSpot, Intercom, Drift, etc)?
Not right now. We can export and send a CSV with all your cancellation data. But this is a very common request and it’s on our roadmap.
How much does this cost?
For companies that sign up by the end of May, Cancellation Flows will be free for their first 3 months. They will then get special reduced pricing for the rest of 2022.
Companies that sign up starting June 1 will receive pay-for-performance pricing: you’ll only pay if we measurably reduce your churn (as with the rest of ProfitWell Retain).