Presenting offers during cancellation

Use offers to save customers at the point of cancellation.

Not all customers are created equal, so ProsperStack allows you to target the right customers with the right offers. That’s where offer rules come into play. Rules determine which offers are displayed to which customers.

Offer rules can be as simple or complex as your needs demand. Now get ready to dig into the nitty gritty.

Rules

To customize offer rules, click “Flow” in the left navigation and then click the “Offers” step.

Flow steps

Click “Add rule” to start a new rule or click into an existing rule to enter editing mode.

Rule in edit mode

Understanding rules

A rule consists of three parts:

  • Segments - segments subdivide your customers into groups based on payment criteria like MRR, billing interval, subscription duration and plan. Creating a segment.
  • Answers - the responses customers give to the multiple-choice “reason for leaving” question.
  • Offers - coupons and other enticements for customers to remain customers. Creating an offer.

A rule defines which offers to show to customers based on segments and answers. If a customer exists in any of the specified segments and answers the “reason for leaving” question with any of the specified answers, the customer “matches” the rule, and will be displayed one of the rule’s offers.

Rule

In the example above, any customers in the segments "Business plan" or "Premium plan" who answered "Too expensive" or "Not enough value /ROI" would match the rule and be presented one of the two associated offers.

When a rule has multiple offers, one is chosen randomly to display to the customer.

Rule evaluation

Rules are evaluated from the top down. When a customer matches a rule, rule evaluation stops and no more rules are evaluated.

For example, in the example below, if the customer matches the second rule, they will be presented with the "Save 15% for 6 months" offer. The remaining rule will not be considered.

Rule evaluation

If a customer matches a rule with no offers, then no offer is presented and rule evaluation stops. In the example above, if the customer matched the first rule, no offer would be presented to that customer at cancellation.

Comparing offers (A/B testing)

ProsperStack makes it easy to experiment with different offers to find which works best. When you add multiple offers to a rule the offers will be presented randomly. After enough data is collected, you can compare the acceptance rates of the offers to find which are most effective at retaining customers.

Remove the duds, add in a couple more contenders. Rinse and repeat.

Offer-specific conditions

Some offer types have additional requirements. For example, a customer must be on a trial to be presented the trial extension offer. During rule evaluation offers that can’t be presented due to offer-specific conditions will be removed, and an offer will be selected randomly from those that remain. If no offers remain after excluding these, no offer will be presented and rule evaluation will stop.

Offer-specific conditions by offer type:

  • Coupon - The subscription must not have an active coupon.
  • Trial extension - The subscription must be a trial.
  • Pause account The subscription must not already be paused and must not be a trial.
  • Custom - No offer-specific conditions.

Special cases

There are two other cases in which offers may not be presented:

  • If the customer’s current subscription was previously saved by an offer in ProsperStack, no additional offers will be presented.
  • The flow embed configuration can optionally specify to skip certain offers with the “skipOffers” option.

Don't let customers slip away.