πWhat is Retention?
Retention features can be used to gain insight on attempted customer cancelations and improve retention over time.
Last updated: April 10, 2024
Overview
Brands on our Grow and Excel plans have access to a Retentionβ a feature allows merchants to gain insight on why customers pause and cancel their subscriptions.
Cancellation Reasons
Brands can add up to eight reasons to display in your customersβ account portal alongside a text field for your customers to provide more information. The following reasons show up by default:
Retention Actions
Each cancellation reason can be assigned an optional retention action that will prompt the customer with an additional module before they cancel:
Prompts
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.
Pause Reasons
Brands can add up to eight reasons to display in your customersβ account portal alongside a text field for your customers to provide more information.
Retention Table
Brands can see a full breakdown of Cancellation attempts by customer and Cancellation reason summary, Pause attempts by customer and Pause reason summary, or quickly export all data to CSV.
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