Targeted Offers

The reason picks the offer

A Targeted Offer is the save attempt a customer sees after choosing a cancel reason. Deflections come before the survey, and everyone sees them.

A discount for "too expensive" and a skip for "I have too much product" are standard pairings. You attach offers to each reason in the Cancel Flow Editor. A reason with no offer attached skips the save attempt, so it's worth checking that every reason has one. The flow still asks for feedback either way.

Custom offers are a distinct kind of targeted offer you can use for anything you want, like a free gift.

Reason is the main signal, and Segmentation adds customer type on top of it.

Smart Offers test competing variants for you

When you give a reason two or more competing variants, such as 10% off one order against 10% off three orders, Smart Offers use machine learning to route more traffic to the highest performing variant over time. A variant can change the offer itself or only how the flow presents it, like a short video in place of text.

Any offer or variant you add to a reason joins that reason's test. When one variant clearly trails, you can remove it so the others get more traffic.

ML performs best when there's volume to learn from. On a reason few customers choose, a strong starting offer matters more.

Discount offers use codes from your platform

Churn Buster applies a discount code that already exists on your subscription platform rather than creating one. Create the code on the platform first, then enter the same code in the offer. If a discount doesn't reach a customer's subscription, a missing or mismatched code is the first thing to check. Shopify Discount Codes walks through setting up a compatible code.

Offers live in the Offer Library

Every offer you create sits in the Offer Library at the bottom of the Cancel Flow Editor. You enter a discount offer's code when you edit the offer. You can archive offers you no longer use.

Offer Cooldown limits how often one customer can accept the same offer, such as once every three months. You can set the interval under Repeat acceptances in the Offer editor. It applies to any offer, most commonly credits and discounts. During the cooldown, the customer's flow skips that offer and still shows your others.

When an offer doesn't appear

When an offer shows in preview but not for a real customer, check these things first.

• Offer locking. Once a customer sees an offer, it's the only one they'll see for the rest of that session, even if they go back and pick another reason. Preview doesn't lock, so when you test as a customer, click "Nevermind" to end the session and start a fresh one.
• Offer Cooldown. If the customer already accepted this offer within its Repeat acceptances interval, their flow skips it until the interval passes.
• Segments. If the customer falls into a segmented flow, an offer added only to the default flow won't reach them. Add it to each flow that needs it.
• The snippet. If the snippet can't tell which subscription a cancel link belongs to, for example after a portal or theme update, customers land in your platform's native cancel flow instead of yours. We can check the install with you.

How Churn Buster measures offer success

An offer's acceptance rate is how many customers accepted it out of how many saw it, tracked per offer and variant in Analytics & Insights. Save rate is counted differently. A customer who accepts an offer and then cancels within the same 24 hour window counts as a loss, not a save. Save Rate covers the full definition.

Where to go next

Each piece of the flow has its own page.

• Cancel Reasons, designing the survey that decides which offer a customer sees.
• Deflections, the value reminders and easy ways to put off cancelling.
• Segmentation, running different flows for different customer types.
• Analytics & Insights, measuring saves, offers, and segments over time.