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Requirements

• Retention workflows are currently only available when using the v2 Subscriber Portal. If you are not using the v2 Subscriber Portal, your customers will not see these workflows in My Account > Scheduled Orders Learn more about the v2 Subscriber Portal here.
• Retention Workflows are available to QPilot Marketer Plans and above. Learn more about QPilot Plans here.

Retention is an important part of any subscription program which is why you can create and test "Retention Workflows" with QPilot. Retention workflows are composed of two parts: Survey and Connected Offers. While you must setup an 'exit survey' you can also add connected offers to each survey question to try and retain your subscriber.

Retention workflows enable you to offer win-back offers and collect data on churn to encourage more retention and understand your subscribers better. Learn more or jump to a section below!

Table of Contents

1. Add your survey questions
   1. Customer Actions
   2. Default Survey Questions
2. Connect your offers (recommended)
   1. Offer Types
   2. Offer Text
3. Editing Workflows

Setup a New Retention Workflow

To setup a new retention workflow, go to QPilot Merchant Center > Site Dashboard > Retain & Grow > Retention, then create a new workflow by selecting the blue "+" icon. Once you've added your workflow name (for example: "cancellation test A, June 2024") you'll need to:

1. Create Your Survey
2. Connect your offers (recommended)
3. Enable your workflow and start retaining more customers & collecting customer feedback!

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Important Notes

• Once a survey has collected data, you are not able to edit it (only view it). If you want to make changes, you can clone the survey or create a new one!
• You can only enable one survery per action at a time. If a survery is already enabled for a selected action, you must first disable that one before enabling another.

Creating your Survey

Surveys are a vital workflow component as they enable you to understand why customers churn. Note: You must select an action before naming or editing your survey.

Customer Actions

You can select which customer actions trigger this survey to appear. You can only select one action per survey.

• Delete (Cancel) - When a customer selects "Cancel" or "Delete" in My Account > Scheduled Orders, this survey will be triggered.
• Pause - When a customer selects "Pause" in My Account > Scheduled Orders, this survey will be triggered.

Default Survey Questions

By default, any newly created retention flow will include default survey questions. Feel free to add, remove, and make them your own.

Delete/Cancel:

1. “I have too much product"
   1. Recommended Offer: Change Frequency or Skip
2. “It’s too Expensive"
   1. Recommended Offer: Discount or Free Product
3. "I no longer use this product"
   1. Recommended Offer: Free Product or None
4. “Product Issues”
   1. Recommended Offer: None

Pause:

1. "I have too much product"
   1. Recommended Offer: Change Frequency or Skip
2. "I can't afford it right now"
   1. Recommended Offer: Discount or Free Product
3. "I don't need this product right now"
   1. Recommended Offer: Change Frequency or Skip
4. "I will be traveling or unavailable"
   1. Recommended Offer: Change Frequency or Skip

Connecting Offers

Connected offers enable you to win back customers based on what survey answer they selected. For example, if a product is too expensive you may want to offer a discount. If the customer has too much product, you can offer a skip option.

Adding an offer is optional for the entire workflow and for each specific survey question (you can create each cancellation workflow with no offers, varied offer types, and so on).

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Customize Offer Text

To ensure your customer understands the value of your connected offer, build a customized offer text (how the offer is displayed to your customer) using dynamic fields! Learn more below.

Offer Types

1. Discount
2. Free Product
3. Skip
4. Change Frequency

Discount

The discount offer uses QPilot Coupons to incentivize retention! To offer a discount offer, you must first create a corresponding coupon in QPilot Merchant Center > Site Dashboard > Coupons. By creating the coupon directly in QPilot, you can take advantage of Coupon conditions and discount types.

For example, if you have received customer feedback that shipping costs are too high, you can create an offer that provides a discounted shipping rate.

Once you've created your coupon, you can select that coupon when connecting a discount offer to a survey question.

This offer is best used when customers:

• Report concerns with pricing or affordability
• Have found the product cheaper somewhere else
• Report they only selected Autoship for the discount
• Don't feel they are getting enough value from their subscriptio

Free Product

The offer type "Free Product" enables you to offer the customer a free product of your choosing. After selecting the product for your offer, you can also choose how many cycles (max cycles) it'll be included and what quantity they'll receive. You can select any product that has been synced to QPilot.

For example, in the screenshot above the customer will receive 1 of the selected product for 3 successful cycles for $0.

This offer is best used when customers:

• Report product issues
• Report that they want to try something new
• Don't feel they are getting enough value from their subscription

Skip

Skipping a Scheduled Order will automatically update the Next Occurrence Date based on their current frequency so the next cycle is skipped.

For example, if the Scheduled Order is currently due to process on July 1st, 2024 and it is set to a frequency of Every 1 Month, skipping the Scheduled Order will automatically update the Next Occurrence Date to August 1st, 2024.

This offer is best used when customers:

• Report they have too much product
• Report concerns with pricing or affordability
• Will be away or traveling for an extended time

Change Frequency

This option prompts the user to update their frequency options so they can get the product more or less often. This offer will not automatically update their Next Occurrence Date.

This offer is best used when customers:

• Report they have too much product
• Report they need the product more often
• Will be away or traveling for an extended time

Offer Text

When building a discount or free product offer, you can customize the offer text. This changes how the offer is displayed to your customer!

To demonstrate the value of your offer, you can utilize dynamic fields within the offer text. These are values QPilot will automatically populate into your offer based on correlating coupons or products you've selected for the offer.

Examples:

• If you have created a coupon for 30% of the subtotal for a max of 3 cycles for your connected offer. You could then build your offer text like "Recieve {{CouponAmount}} for your next {{MaxCycles}}!" which would display to the customer as "Receive 30% off your next 3 cycles!"
• If you are offering a free product (for example: "Sample Set" that is regularly $59.99) on a Scheduled Order for only 1 cycle, you could build an offer text like "Try our new {{ProductName}} for FREE on your next order! That's worth {{Price}}". This would display to the customer as "Try our new Sample Set for FREE on your next order! That's worth $59.99."

Note: Dynamic fields can only be used on the corresponding offer type (for example, you can not use {{ProductName}} when setting up a discount offer).

Dynamic Fields:

Discount

• {{CouponAmount}} ($ or %) - The discount amount (in currency or percentages) the customer will receive with this offer.
• {{DiscountMaxCycles}} - The max number of times this coupon will be processed in the customers Scheduled Order.

Free Product

• {{ProductName}} - The name of the product that will be added to the customers Scheduled Order.
• {{Quantity}} - The quantity of product that will be added to the customers Scheduled Order.
• {{FreeProductMaxCycles}} - The max number of times the product will be processed in the customers Scheduled Orders.
• {{Price}} - The regular product price of the product being added to the Scheduled Order. Can be used to highlight the value of this offer.

Editing Workflows

Only one survey can be enabled for each action type at a time. If you'd like to enable a new survey for a particular action, first disable the existing enabled one!

Edit: After a workflow is created you can edit, delete, or clone it.

• However, once created, you can only edit phrasing (text) and can't edit the connected offers.
• If a workflow has collected data, you will no longer be able to edit it but you can still view it.

If you would like to make changes to an existing workflow, we recommend you clone it or create a new survey. This is to protect collected data from this workflow!

Delete: This will soft delete the workflow and you can view deleted workflows by toggling on the "Deleted" status.

Clone: Cloning a workflow will copy its questions, answers, and connected offers. By default, this new workflow will be disabled until you enable it.