Multi-Step Cancel Flow Guide

Outline

• Overview
• What is the Multi-Step Cancel Flow?
• How to Set Up the Multi-Step Cancel Flow
  • Step 1: Enable the Cancel Flow
  • Step 2: Customize Cancellation Reasons and Sub-Reasons
  • Step 3: Set Up Treatments and Actions
  • Step 4: Manage Node Connections and Group Editing
  • Step 5: Implementing Conditions for Personalized Retention
  • Step 6: Editing Treatments and Conditions
• FAQ

Overview

Skio’s multi-step Cancel Flow allows merchants to design a customized cancellation process that can effectively reduce churn by offering personalized retention strategies. With its new drag-and-drop interface, this feature makes it easier than ever to build out complex flows, integrate conditions, and manage treatments that are shown sequentially to guide customers through alternatives before completing their cancellation.

Note: The multi-step Cancel Flow feature will be gradually released to merchants in stages, with the rollout expected to be completed by September 2024.

What is the Multi-Step Cancel Flow?

The multi-step Cancel Flow is a powerful tool that allows merchants to create a detailed cancellation process tailored to their business needs. Customers are taken through a series of steps that can include multiple treatments (retention offers) and actions aimed at preventing cancellations.

How to Set Up the Multi-Step Cancel Flow

Step 1: Enable the Cancel Flow

• To get started, toggle on the "Cancel Flow Enabled" option in your Skio dashboard.

Step 2: Customize Cancellation Reasons and Sub-Reasons

• Set up the cancellation reasons that will be presented to customers. Skio allows you to add sub-reasons to collect more detailed feedback and assign specific treatments to "Other Reasons" as well.

Step 3: Set Up Treatments and Actions

• Treatments are the core of your cancel flow. Each treatment can offer multiple actions—options presented to the customer as alternatives to canceling. Treatments are shown sequentially, meaning that after one is displayed and potentially accepted or declined, the next one in the series is presented. This structure helps maximize the chances of retaining the customer.

  Common Actions Include:

  • Skip Next Order: Allows customers to skip their next order instead of canceling.
  • Change Shipping Frequency: Gives the option to adjust the frequency of shipments.
  • Swap Products: Offers to switch to a different product that may better suit the customer's needs.
  • Offer Discount: Provides a discount on upcoming orders to encourage the customer to stay.
  • Pause Subscription: Temporarily halts the subscription without fully canceling it.
  • Delay Next Shipment: Suggests delaying the next shipment as an alternative to canceling.
  • Contact Support: Directs the customer to your support team for further assistance.

• Customization Options: You can customize the text (treatment copy) and add media such as images or videos for each treatment. This allows you to deliver a tailored message that aligns with your brand and resonates with the customer’s specific cancellation reason.

Step 4: Manage Node Connections and Group Editing

• Manual Node Connections: Adjust how the steps in the cancel flow are connected by clicking on the paths between them. You can delete or create new connections to optimize the flow.
• Group Editing: By holding the Shift key and dragging your mouse, you can select and edit multiple blocks at once, making bulk changes more efficient.

Step 5: Implementing Conditions for Personalized Retention

• Conditions help tailor the cancel flow by determining which treatments and actions are shown to customers based on their profile or behavior. Conditions can be based on various criteria like the number of subscription cycles completed, subscription value, or other customer-specific data.

  Example Conditions:

  • Number of Cycles Completed: Show different offers based on how long a customer has been subscribed.
  • Subscription Dollar Amount: Tailor offers to customers based on their spending level.
  • Subscription Creation Date: Differentiate offers for new subscribers versus long-term ones.
  • Customer Tag: Target specific segments of customers based on tags like "Active Subscriber" or "Paused Subscription."

Step 6: Editing Treatments and Conditions

• Treatment Editor: In the treatment editor, you can select the actions to include in a treatment by clicking + Add action. Additionally, you can customize the text that appears to the customer and include a URL for an image or video that will be displayed alongside the treatment. This ensures that the offer is both visually engaging and contextually relevant.
• Condition Editor: In the condition editor, you can create specific paths by adding conditions that filter which customers see certain treatments. Available options include customer-based tags (e.g., Active Subscriber) and subscription-based details (e.g., Order Count, Shipping Interval). These conditions help ensure that the right offer is shown to the right customer at the right time.

FAQ

Can I use multiple conditions to target different customer segments?

• Yes, you can apply multiple conditions to fine-tune your cancel flow. This allows you to show different offers to customers based on criteria like their subscription history, order count, or specific tags associated with their account.

Can I customize the text and media for each treatment?

• Absolutely. Each treatment can have its own unique text and media, which helps create a personalized experience for your customers.

What actions can be included in a treatment?

• Actions such as skipping an order, changing shipping frequency, offering discounts, or pausing the subscription can be included in a treatment. Multiple actions can be presented sequentially to maximize retention opportunities.

How can I track the effectiveness of my Cancel Flow?

• Skio’s analytics dashboard provides insights into the performance of your cancel flow, including data on saved subscriptions and the impact of different treatments. You can export this data for further analysis and optimization.

For more detailed guidance, refer to the full articles on Cancel Flow Best Practices.