"Don't let a cancellation be the end of your relationship with a customer - make it a new beginning with the Cancelling Management pop-up."
You can enable a custom Canceling Message or Cancellation Reasons for your customer subscription portal. These modals will appear when subscribers attempt to cancel their subscriptions, offering an invaluable opportunity to decrease churn rates, create a feedback loop, and retain your subscriber base.
In this Article:
How can I enable the Cancelling Management tools?
To Activate the Cancelling Management pop-up, you need to go to your Subify app panel > Customer Portal > Canceling Management:
You can also monitor your churn rate from the Canceling Management page on Subify and export your customer's reasons:
Customer canceling journey
When your subscriber clicks on the "cancel" button in the customer portal to make sure that the customer really intended to cancel their subscription, they first see this default message:
If the Canceling Reasons is enabled, then they have to choose their reason:
If you have enabled your Canceling Message, If they click on "Cancel subscription" again, they will see your custom message:
And again, if they click on "Cancel subscription", their subscription will be canceled:
At any point in this journey, if the customer clicks on "Keep my subscription", the modal will be closed, and the subscription will keep its previous status.
How can I reduce churn with Canceling Management tools?
If used effectively, Subify's Cancelling Management can be a game-changing tool that helps you maintain your subscriber base, learn from customers' feedback, and adapt to their needs.
Here are a few straightforward methods to get the most out of these powerful tools:
Canceling Reasons:
Use this feature to offer pre-defined options for customers to specify why they are leaving.
Collecting customer cancellation reasons is a great way to learn from customer experiences and better understand how to improve the product or subscription service. The data from the questionnaire can provide valuable insights into customer behavior and preferences and can help identify any areas where you can make improvements. Additionally, the data can also be used to inform product or service changes and ensure ongoing customer satisfaction.
Try to keep the number of options to a minimum and ensure that each option is useful and provides insight into customer needs.
You can monitor your churn rate from the Canceling Management page on Subify and also export your customer's reasons:
Canceling Message:
1. Offer Discount Codes
One of the simplest ways to convince customers to reconsider their decision is by offering them a discount code. When a customer clicks on "cancel", they see a message that contains a discount code for their existing subscription. This incentive might make them rethink their decision:
Note that you need to share a Shopify discount code that is applicable to subscription orders and has a limited usage per customer to maintain a balanced approach, and that customer can apply it to their subscription directly from their customer portal.
2. Highlight Special Offers
You can also use the Canceling Message to highlight any special offers or exclusive benefits available to subscribers. These could be early access to new products, freebies, or additional services that come with the subscription. Reminding customers of these exclusive benefits right before they cancel can often help them see more value in staying subscribed.
3. Ask For More Feedback
Another smart way is to ask for customer feedback by incorporating a feedback form in the Canceling Message. When a customer decides to cancel their subscription, this is your chance to learn why. Getting customer feedback can provide crucial insights into the reasons behind customer churn, which you can then address to improve your subscription program.
4. Promote Other Products
The Canceling Message is also an excellent platform for promoting other products or services your business offers. If a customer is no longer interested in one product, they might find another more appealing. Use this opportunity to showcase the variety you offer and potentially shift their interest to a different product or service.
5. Provide Support Links
Lastly, you can use the Canceling Message to share links to customer support or help resources. Sometimes, customers cancel their subscriptions because they're having issues they don't know how to resolve. Providing a direct link to customer support in the pop-up might address their issues and convince them to remain subscribed.