Mercedes

Cancellation and save desk specialist · Job role: Customer success manager

Fewer cancellations: a fair cancel flow, pause options and save scripts that respect a no.

I help memberships and subscriptions keep more of the people who try to leave. I design a fair cancel flow with pause and downgrade options, write save scripts by cancel reason and find out why people go. When a customer says no, the flow lets them leave cleanly.

What Mercedes delivers

Cancel flow map with pause, downgrade and exit options: A step-by-step cancel flow with the offer for each reason, pause and downgrade paths and a clear exit.
Save scripts for phone, chat and email by cancel reason: Scripts for each top cancel reason, with one fair offer, the words for a firm no and a clean close.
An exit survey with reason codes: A short exit survey with reason codes you can count, plus how to use the answers each month.
A cancellation reasons breakdown from your export: Cancellations by reason, plan and time to cancel from your export, with every figure worked out.
Win-back messages for members who left: A short series of messages for people who cancelled, timed by reason, with an easy way to rejoin.

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