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:
Smartrr default cancellation reasons
Product is too expensive
I have more than I need
I need it sooner
I want to try a different product
I don’t love the product
I’m moving and need to change my address
When the customer selects one of these reasons when attempting to cancel, they will also be provided with an optional text box to provide additional commentary:
If a customer volunteers information, it will appear on hover over the chat icon in the table of retention results.

🕒 Coming soon...

Expect even more improvements to our new Retention feature coming soon, including “retention actions” which will suggest alternatives to cancellation and “retention discounts” which can be used to encourage customers to retain their recurring orders.
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