Build a save-offer flow
Match the offer to the stated reason. A blanket discount buys back the wrong customers.
Group 6.1.3
Inside this
- Group the exit reasons into five buckets1h
Price, missing feature, not using it, switched, other. Five is enough to act on.
- Write one response per bucket: discount, pause, help, or let go2h
Match the offer to the reason. Letting go is a legitimate answer for the wrong fit.
- Build the offer screen shown after the reason is chosen8h
One screen, one offer, no maze. The cancel button stays visible.
- Track saves, and the 90-day retention of saved accounts2h
A save that cancels in a month was not a save. Count only those still paying at 90 days.