Subscription Cancellation

1. Introduction

This document provides a comprehensive guide for managing the cancellation of subscriptions. It details the steps to set up cancellation reasons, implement them on the website, and analyze user feedback to enhance the overall user experience and potentially reduce churn rates.

2. Accessing the Tools

1. Login to Tools:

   • Start by logging into your account to access the necessary backend tools.

2. Navigate to AppCMS:

   • Once logged in, click on the AppCMS to manage your subscription settings.

3. Navigating to the Template Builder

1. Open the Template Builder:

   • In the AppCMS dashboard, locate and click on the Template Builder option.

2. Search for the Billing Page:

   • In the Template Builder, search for the Billing Page within the Modular Pages section.

   • Alternatively, you can find the Billing Page under the User Page by following these steps:

     • Go to VL Billing.

     • Click on Settings.

4. Setting Up Cancellation Reasons

4.1 Fields Overview

In the Cancellation Reasoning & Offer section, you will see the following fields:

1. Reason 1 Field:

   • Enter the primary cancellation reason here.

   • Customize this field to reflect common issues users may experience.

2. Associated Offer:

   • Link specific promotional offers to a cancellation reason to encourage retention.

   • Example: If a user cites cost as a reason, you can offer a discount.

3. Promo Code:

   • Input any promotional codes related to the cancellation reason.

   • This can serve as an incentive for users to reconsider their cancellation.

4. Add New Reason Button:

   • To add multiple cancellation reasons, click on the +Add New Reason button.

   • This allows for a comprehensive list of reasons available to users during the cancellation process.

5. Implementing Cancellation Reasons on the Website

5.1 User Navigation for Cancellation

To implement the cancellation reasons on your website, follow these steps:

1. Account Navigation:

   • Users should click on their Account from the main navigation menu.

2. Access Subscription Settings:

   • Navigate to Subscription in the Account menu.

   • This section contains options related to the user’s current subscriptions.

3. Initiate Cancellation:

   • Click on Cancel Subscription.

   • A reasons window popup will appear, displaying the cancellation reasons configured in the Template Builder.

4. User Interaction:

   • Users can select from the predefined reasons in the popup window.

   • Any associated offers or promo codes will also be displayed based on the selected reason.

6. Analyzing Cancellation Data

Importance of Data Analysis

Analyzing the reasons for cancellation can provide insights into:

• User Sentiment: Understanding why users are leaving helps identify dissatisfaction areas.

• Patterns and Trends: Recognizing common reasons can inform future product improvements or marketing strategies.

Tools for Analysis

• Reporting Tools: Use analytics platforms to track cancellation reasons and trends over time.

• Feedback Surveys: Supplement cancellation data with follow-up surveys to gather more in-depth user insights.

7. Improving the Cancellation Process

Streamlining User Experience

• Simplify Navigation: Ensure the cancellation process is intuitive and quick to navigate.

• Provide Assistance: Offer links to customer support or FAQs during the cancellation process.

Optional Feedback Collection

• Feedback Prompts: Incorporate optional prompts for users to provide additional feedback after cancellation to gather qualitative data.

8. Best Practices for Retention Strategies

Proactive Engagement

• Regular Communication: Keep users informed about new features, content, or promotions that may interest them.

• Tailored Offers: Use data from cancellation reasons to create targeted retention offers.

Incentivizing Retention

• Loyalty Programs: Implement loyalty programs to reward long-term subscribers and encourage continued engagement.

• Exit Offers: Provide special offers during the cancellation process to incentivize users to stay.