Welcome to this template: "Subscription cancellation with request for feedback with a win back offer" developed for Activerelay users.
The purpose of this automation is to seek feedback on how to make your product or service better. Post submission of feedback the user is sent a discount offer with the intention of winning them back as a customer.
Things required and to remember:
(The key has been developed by the Activerelay team to clearly identify your emails in your ActiveCampaign account.)
- SC/E1: Sorry to see you go / request feedback
- SC/E2: Acknowledge feedback + offer win back
Email Code Key:
SC = Subscription Cancelation (Automation it's assigned to)
E1 = Individual email number in automation
- CANCELED: Product cancel tag, a custom tag per product or a global purchase
Automation break down:
Step 1: Starting point
This automation is triggered by a CANCELATION tag applied to the contact record when a cancelation is made within Activerelay for a client on a particular product.
Step 2: Time delay
At this stage, we want to set a wait timer so the email is sent when it is 9am in the client's time zone. We do this to mimic human follow-up, even though it's automated it's nice to feel like there's a person on the other end of the email.
Note: A transactional email confirming cancelation will be sent to the client from Activerelay on your behalf.
Step 3: Send Email acknowledging cancelation and requesting feedback
In this email, we've made the submission of feedback simple for the client. I'm sure you've experienced long-winded feedback forms, they are the worst! This way you'll get more responses and a better win back ratio.
3A: Think of at least three different statements your client could agree with, we want at least one appropriate answer.
3B: The feedback survey is set up as buttons. To ensure you get their results add a tag so when they click you'll need to have a unique URL for each button and apply a different tag to each response.
FEEDBACK: Tag response 1
FEEDBACK: Tag response 2
FEEDBACK: Tag response 3
REMEMBER: You can't apply different tags to the same URL in the same email.
3C: To set up this basic feedback Thank You page we recommend you set up 1 landing page and duplicate it and change the end number in the URLs. Example:
More advanced users can customize each landing page to reflect the response the client has given.
Step 4: Click Goal
In this goal, we want to set a rule to wait until they have clicked one of the buttons in the previous email.
Step 5: Notify team member
Here we need to setup a notification action to notify a staff member or yourself a client has completed the feedback. The process will then be to review the tag on the contact record and take appropriate action.
Step 6: Time delay
Set a wait timer until the current time for the client is at 9am to humanize the follow-up.
Step 7: Send Email acknowledging feedback
In this Email, give the client a discount code to use on a particular product or all products in an effort to win them back as a client.
Note: you need to setup your discount code first in the Activerelay discounts section before you make this automation live with the discount.
Step: Apply end automation element
This concludes this automation, you can certainly add more elements and get as creative as you want, but as a start this one will get you on the road.
You can import this automation directly into your account via this link: https://www.activecampaign.com/marketplace/recipe/subscription-cancellation-request-feedback-customer-win-back