In Firmhouse, you can now enable our new Cancellation and Churn Prevention flow. This new feature allows you to better collect feedback, and prevent immediate churn by offering a winback during the cancellation steps in the subscription my account portal.
The new Cancellation Feedback and Prevention flow offers a few steps in the customer journey when cancelling:
Customer clicks cancel fromtheir dashboard
Chooses from one of the predefined cancellation reasons (if available)
Get offered a winback
Takes the winback offer or proceeds to cancel and gives feedback
Example: Taking a winback offer during the cancellation flow
Example: Cancelling and giving feedback
Enable the new Cancellation flow
Go to your project in Firmhouse and click New Features from the sidebar. On this page, enable Cancellation Reasons and Winback Offers.
In your sidebar under Settings a new menu item Churn prevention now appears where you can set up cancellation reasons.
The new flow is also immediately effective for your customers in the subscription account portal. Since no reasons are added yet, your customer will not be able to pick from any yet. But the new flow will already ask qualitative feedback when someone cancels.
Add a cancellation reason and winback offer
Steps:
In you Firmhouse project, from the sidebar go to Settings > Churn prevention.
Click Add Reason.
Fill out a Reporting title, which is the language-independent title of this reason to be used in reporting exports and dashboards.
Fill out the Customer-facing cancellation reason which is the text that people will see in the Cancellation flow.
Choose a Winback offer that you want to show. Current options are: Proceed with cancellation, offer to pause for 1-3 months, and offer to skip 1-3 orders.
Enable or disable the reason with the Status checkbox.
Click Save.
View Cancellation feedback and Winback results per customer
When a customer complets a Cancellation flow - either by taking a winback offer, or my cancelling - their choices and feedback can be seen on the Customer detail page in the Firmhouse admin portal:
View Cancellation and Churn Prevention metrics
In your Firmhouse project, navigate to Metrics in the sidebar. Then click the Churn Prevention tab.
