This Blog was Originally Posted to Churnfree Blog
This blog explains all about cancel flow, what it is, why it is used, and step-by-step instructions on how to set up a cancel flow for free! If you’ve been on the hunt for customer churn software, your search ends here. Churnfree offers seamless integration of retention flows directly into your website, requiring only minimal code. In this article, we’ll explore how Churnfree can significantly reduce customer cancellations and provide invaluable feedback about your products and services.
Before we begin the tutorial, let’s dig deeper into cancel flows.
What is Cancel Flow?
A cancel flow, also known as cancellation flow or churn flow, is a flow that pops up when a customer decides to cancel a subscription or service. These flows are designed by companies to manage and potentially reduce customer churn by understanding the reasons behind cancellations and offering alternatives or incentives to retain the customer. The form or survey may include Questions like, ‘Why are you leaving’? And offers based on their purpose of leaving.
What are Cancellation Flows used for?
Understanding Reasons for Cancellation: Companies often include surveys or questions in the cancel flow to gather feedback on why customers are leaving. This data can be invaluable for improving services and addressing common issues.
Offering Solutions or Alternatives: During the cancel flow, companies might offer solutions to customer’s problems, such as downgrading to a cheaper plan, offering a temporary discount, or pausing the subscription instead of canceling it outright.
Retention Offers: To encourage customers to stay, businesses may present special retention offers such as additional discounts, extended trial periods, or exclusive benefits.
Confirmation and Finalization: The flow ensures that the customer intentionally cancels the service, often requiring multiple steps to confirm the cancellation. This can include final confirmation screens or emails to prevent accidental cancellations.
Post-Cancellation Engagement: Even after a customer cancels, companies might keep the door open for future engagement. This could involve follow-up emails with offers to return, updates on service improvements, or feedback requests.
Legal and Compliance Requirements: Cancel flows need to comply with relevant regulations and laws, ensuring that customers can cancel their subscriptions easily and transparently without being subjected to unfair practices.
Let’s get into the step-by-step process of creating a cancel flow for free.
If you’d like to watch a demo video of Churnfree Integration, click here.
Let’s start!
Step 1: Add your first customer retention flow
First, navigate to your Churnfree dashboard. You will have to create your first retention flow if you are a new user. Click “ Add first retention flow”
Step 2: Create a customer cancellation survey
Cancellation Surveys are a great way to start a retention flow. Let’s get started building your very own survey.
Everything is editable - change the heading, subheading, and individual options. You can add as many options as you like but we suggest keeping it between 3-5.
You can also change the button text.
Click “Continue”
Step 3: Create offers to reduce customer cancellations
Now we need to create “Offers” to show users. Depending on what options users choose they will be shown an offer.
Click “Create New Offer”
Everything in the “Offer” box is editable. You can change the Heading and Sub Text as well.
Write a convincing header and body text to captivate your users and nudge them into accepting your offer.
You can also change the button text.
After you have finished editing the content, add in your offer URL. This should be the URL of the landing page where your users can claim their offer.
Don’t forget to give your offer a name so that you can easily find it later
Click “Save Offer” to continue
You can create a number of offers depending on how many options you have in your cancellation survey.
Don’t forget to give your retention flow a name. Click on the 3 dots and choose “Edit”
After giving your retention flow a name, click “Continue”
Now you can choose what offers you want to give users depending on what they chose on the survey.
If you have a new offer in the pipeline, click “Create a new offer”
Fill in the details and click “Save Offer”
You’re almost done. Here’s what it will look like. Click through the survey to experience what your customers will see.
Step 4: An important part of customer retention is feedback
All feedback is good, some of it valuable.
Click on the individual text boxes to edit the text inside. When you’re ready click “Continue”
Now we edit the Confirmation step. Make sure to let your customers know what features they will be missing out on if they do cancel. Use this step to try and highlight the package offerings.
Click on the individual text boxes to edit the text inside. When you’re ready click “Continue”
Now we look at the design of your retention flow. Change font, text color, background color, and button text and color.
When you’re ready click “Continue”
You’re almost done. Add your cancellation URL here. This is the landing page where users will land on after canceling a subscription. Click “Publish”
Step 5: Embed Retention flow into your website.
We need to add the scripts to your website to start implementing the retention flow to avoid subscriber cancellations.
Step 6: Add Churnfree code to Shopify website:
We will walk you through the integration for Shopify websites but the integration is pretty much the same for all other websites like those built on WordPress and other CMS.
First, navigate to your Shopify store. Click Online Store and select Themes.
Click the Actions drop-down and choose “Edit code”
Click on theme.Liquid to start editing the code
You will need to paste the first bit of code from Churnfree before the closing body tag (
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