| A | B | C | D | E | |
|---|---|---|---|---|---|
1 | *Please duplicate this sheet to fill out your preferences, and then send it back to support@profitwell.com* | ||||
2 | Retain Cancellation Flow/Salvage Offer Setup Form | ||||
3 | Our default cancellation flow survey responses and salvage attempt (SA) mappings are below. These preferences are based on what we've found to be most effective, but we can adjust them based on your business needs. Barring any edits here, please fill out each of the following sheets: SA-contact-support / SA-pause-sub / SA-switch-plan / discount-salvage-offer. | ||||
4 | |||||
5 | THE SURVEY | Cancellation reason | Satisfaction insight | These are the response options for the 2-part survey that your customers will have to answer to when they cancel. Each cancellation reason response is designed to be the inverse to a satisfaction insight response. 5 responses each question max. | |
6 | Not useful right now | Many things, I'll be back | |||
7 | Didn't see the value | Good value | |||
8 | Poor support | Helpful support | |||
9 | Missing features/hard to use | Easy to use | |||
10 | Other | Other | |||
11 | |||||
12 | SALVAGE ATTEMPT MAPPINGS | Satisfaction insight | Salvage attempt | Positioning - do not edit italicized portion (128 characters max) | The flow is designed to play off what the customer said they liked to tee them up to more willingly accept an offer rather than cancel. Here are the salvage attempt options we'll offer, as well as how we'd position them, based on the customer's indicated satisfaction insight. |
13 | Many things, I'll be back | Pause subscription | Since you'll be back, how about we pause your subscription for 3 months? | ||
14 | Good value | Switch Plan | Since you're getting value, how about switching to our Basic plan for $X/month? | ||
15 | Helpful support | Contact support (calendar) | Since you liked our support, can we chat more about this? (Here we can either connect them to support via a Calendly booking, or send something into a ticketing tool (i.e., Zendesk)) | ||
16 | Easy to use | Switch Plan | We want to keep things simple for you, how about switching to our Basic plan for $X/month? | ||
17 | Other | Contact support (email) | We're here for you, can we chat more about this? (Here we can either connect them to support via a Calendly booking, or send something into a ticketing tool (i.e., Zendesk)) | ||
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19 | WIDGET CUSTOM COLORS | Main color | Text color | Selected text color |  |
20 | ex: #000000 | ex: #000000 | ex: #ffffff | ||