What is Retention?
Retention features can be used to gain insight on attempted customer cancelations and improve retention over time.
Brands on our Grow and Excel plans have access to a Retention— a feature allows merchants to gain insight on why customers cancel their subscriptions.
Brands can add up to eight reasons to display in your customers’ account portal alongside a text field for your customers to provide more information. The following reasons show up by default:
By using the up and down arrows, brands can also reorder how reasons appear in the survey list when customers attempt to cancel from their Customer Account Portal.
Each cancellation reason can be assigned an optional retention action that will prompt the customer with an additional module before they cancel:
Prompts, when set to YES, provide an additional box for for the customer to provide more information on why they are trying to cancel. If a customer volunteers information it will appear on hover over the chat icon in the table of retention results.
Brands can see a full breakdown of Cancellation attempts by customer and Cancellation reason summary, or quickly export all data to CSV.