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In Firmhouse, you can enable the Cancellation and Churn Prevention flow. This 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:
  1. Customer clicks cancel from their dashboard
  2. Chooses from one of the predefined cancellation reasons (if available)
  3. Gets offered a winback
  4. Takes the winback offer or proceeds to cancel and gives feedback

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Enable the new Cancellation flow

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Steps

  1. Go to your project in Firmhouse and click New Features from the sidebar.
  2. On this page, enable Cancellation Reasons and Winback Offers.
Enable Cancellation Reasons and Winback Offers in New Features In your sidebar under Settings, a new menu item Churn prevention now appears where you can set up cancellation reasons. The new flow is 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 for qualitative feedback when someone cancels.

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Add a cancellation reason and winback offer

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Steps

  1. In your Firmhouse project, from the sidebar go to Settings > Churn prevention.
  2. Click Add Reason.
  3. Fill out a Reporting title, which is the language-independent title of this reason to be used in reporting exports and dashboards.
  4. Fill out the Customer-facing cancellation reason, which is the text that people will see in the Cancellation flow.
  5. 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.
  6. Enable or disable the reason with the Status checkbox.
  7. Click Save.
Add cancellation reason form

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View Cancellation feedback and Winback results per customer

When a customer completes a Cancellation flow - either by taking a winback offer or by cancelling - their choices and feedback can be seen on the Customer detail page in the Firmhouse admin portal. Customer cancellation feedback on detail page

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View Cancellation and Churn Prevention metrics

In your Firmhouse project, navigate to Metrics in the sidebar. Then click the Churn Prevention tab to view aggregated metrics about cancellation reasons and winback offer acceptance rates. Churn Prevention metrics dashboard