Overview

Video

Here is a video tutorial that shows how to set this up for your website and app.

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Note:

Conversions are significantly lower when using a redirect URL instead of 1-Click Actions.

Prerequisites & limitations

• You must have Company, App Administrator, or App Member permissions in Recurly Engage.

Definition

The Cancel Save use case intercepts the cancel button click and presents users with a personalized retention offer instead of immediately canceling.

Key benefits

• Reduced churn: Present targeted offers at the moment of intent to cancel.
• Improved satisfaction: Allow users to choose alternatives rather than forcing cancellation.
• Data-driven insights: Capture cancellation reasons to optimize retention strategies.

Key details

One of the most popular uses of Recurly Engage is intercepting the cancel button click and presenting the user with a personalized offer.

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When combined with 1-Click Actions, you can expect significant reductions in cancellations with improved customer satisfaction.

Guide

1. Enable 1-Click Actions by activating the connector to your Billing platform.
2. Alternatively, specify a redirect URL to an existing cancellation confirmation screen.
3. Create a Guide (Settings→Guides) and set the type to survey.
4. Define the cancellation reasons options with corresponding CTAs:

• Too expensive → CTA to a save offer
• Not enough content → CTA to latest content or save offer
• Technical issues → CTA to support

5. Create an A/B experiment on any prompt variation to test different offers or designs.
6. Set the segment to Test Users.
7. Set the trigger to fire on the cancel button click:

• Use the Live Preview tool to detect and capture the cancel click event.
• Or have your developers specify the click event via regex or custom JavaScript.

8. Start the Guide.
9. Add your User ID to the Test Users segment (Settings→Users→Test Users).
10. Confirm that the Guide launches when you click the cancel button.

Example