The Customer flows section is where you can put together your actions, with your audiences to create cancellation flows for your customers. There’s lots of ways to customise your flows to suit your business and customer needs. Here we will look at creating a flow that test two offers against each other to find the most effective.
Flow name: This name is for your own reference and won’t be shown to your customers.
Select an audience: pick which customers you’d like to target with this flow. You’ll see that you can only select audiences that aren’t used in other flows.
Pick a survey: pick a survey to present to your audience, when they start their cancellation flow. If you don’t want to collect any data on why a customer is cancelling, you can switch this off and your customers will automatically skip over the survey.
Choose type of offer: pick which tactic you’d like to use to retain customers. Select Test offers to run a test between two offers.
Pick your offer: now you simply select two offers which you’d like to present to your audience, after they’ve had a survey. To run an accurate test we'd recommend picking two offers with some degree of similarity e.g. 10% off for 3 months and 20% off for 3 months or 20% off for 1 month and 20% off for 2 months. If you don't see the offer you'd like to use, please return to the Offers screen and ensure you have saved your custom offers.
Confirm the test split: the test split is what percentage of your cancelling customers will see each offer. To get an accurate result from your test we'd recommend splitting your test 50/50, however you can adjust this so your audience is unevenly split across offers.
Set your confirmation messages: there are two confirmation types. One for customers who take an offer to stay and one for customers who chose to cancel. Before you can publish your flow you must set a confirmation message for each type.
If you'd like to check the flow you've built you can preview your flow.
When you're happy with your customer flow you can either save it without publishing -when you do this it will be saved in your list of flows and it won't be visible to your customers - or you can publish it and it will immediately be live on your website.
When a customer flow is published with a test it is highlighted in your list of flows.
The results from your tests will be displayed in your dashboard.
If you need to edit your test you will need to un-publish the flow, make your changes and then republish it.
To end a test you will need to un-publish it.