Marketing Actions to Reduce Churn
In subscription models, one of your priorities will be to retain your subscribers, and thus optimize their retention.
Action 1: Activate the Cancellation Flow
Section titled “Action 1: Activate the Cancellation Flow”Activating the cancellation flow will allow you to build different scenarios when a customer attempts to unsubscribe from their account, to encourage them to stay subscribed.
You will first ask them to answer one or more questions to understand the reasons for their unsubscription: is it a problem with product quality, delivery, the subscription offer, …
You will find the answers to these questions in the Unsubscribe Responses section in the left column and will thus know which levers to work on to improve your offer.
Once the questionnaire is completed, your customer will have 2 options:
- pause their subscription or
- continue with the cancellation of their subscription
In the first case, they will choose the pause duration for their subscription, after which it will automatically resume.
In the second case, you can offer them a discount of your chosen amount that will be applied to their subscription renewal to encourage them to stay subscribed.
Access the complete documentation article: Customize the cancellation flow
Action 2: Create an Anti-Churn Campaign
Section titled “Action 2: Create an Anti-Churn Campaign”Creating an anti-churn campaign will allow you to recover a percentage of failed payments by automating follow-ups with customers who have an order closed due to payment failures.
When renewing a subscription, if the payment fails, 3 additional payment attempts are scheduled. If the last attempt fails, the order is closed for non-payment but the subscription remains active.
To recover this volume of failed payments, the anti-churn feature will allow you to follow up with your subscribers with a promotional offer encouraging them to accept it and thus finalize their order.
Access the complete documentation article: Set up an anti-churn campaign
Action 3: Follow Up with Inactive Subscribers
Section titled “Action 3: Follow Up with Inactive Subscribers”Set up this action from the application to send a targeted follow-up to inactive subscribers or those whose credit card is about to expire.
Access the complete documentation article: Follow up with inactive subscribers
Marketing Actions Tracking
Section titled “Marketing Actions Tracking”Find detailed sales and revenue generated based on the marketing actions activated on your site from the KPI > Churn section in the left column.
Customize Automatic Emails
Section titled “Customize Automatic Emails”You have the ability to customize the subject and content of follow-up emails sent to your customers.
Click on Content in the left column, then Email Template, and on Modify next to the relevant email.
You have the option to keep a transactional text email format or create your own template.
Access the complete documentation articles: Automatic emails Using email templates
These automatic emails are sent on your behalf with an excellent deliverability rate.
Find deliverability and open rate information by email subject from the Sent Emails section in the left column.