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Buoy’s Revenue Soars Over 200% in 90 Days After Switching to Stay AI

Migrated from: Smartrr
Industry: Health & Wellness
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Subscription Growth by the Numbers

212%
Increase in total subscription revenue, in 90 days
4.5x
Increase in first-time subscription revenue, in 90 days
24%
Decrease in subscriber churn, in 90 days

Founded by three long-time friends — COO Cole Puchi, CEO Daniel Schindler, and CMO Eddie Zelenak — Buoy was built to improve hydration. Unlike other electrolyte products laden with sugars, sweeteners and artificial ingredients, Buoy offers healthy hydration supplements with a neutral flavor profile, making them suitable to add into literally any kind of beverage (even your cocktail or beer!).

How Buoy Increased First-Time Subscription Revenue by 4.5x While Decreasing Churn

 

Challenges

After debuting on Amazon in 2019 and seeing strong subscriber growth, the team began building  their DTC presence. Cole said, “We thought, if we’re seeing this kind of success on Amazon, imagine what we could do if we could actually market to them, upsell them, and build relationships.” After trying a few other subscription apps and finding them lacking the sophisticated retention tools the Buoy team really needed, they started to look for a stronger solution.

The Solution: Stay AI

As CMO, Eddie started looking for the most innovative subscription apps, with the best features for retention and promotions, that could take their business to the next level — and found Stay AI. “There’s a lot of retention features in there that a lot of other apps don’t have or don’t prioritize,” Eddie mentioned. With the right technology in place, they were able to really focus on growing subscribers and building the right experience for their brand.

“Being on the cutting edge in terms of the things we can do to help retain customers is highly important to us, and we found that with Stay AI.”

Cole Puchi, Co-Founder & COO, Buoy
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Strategy

Check out some of the strategies that have supported Buoy’s massive subscription program growth since switching to Stay Ai.

Delivering a self-service home base with the customer portalBuoy’s explosive growth over the past 18 months — from just a couple hundred subscribers to over 7,000 — could have put a ton of pressure on their small internal team. But not with Stay Ai’s easy-to-use customer portal: “It’s huge for us to have a self-service tool that makes it easy for people to manage their own subscriptions. It takes a huge amount of work off the people on our team handling customer service requests,” Cole said.

 

Saving more subscribers with RetentionEngine cancel surveys and rebuttals: The Buoy team recently deployed their cancellation survey and follow-up treatments using Stay’s RetentionEngine. It’s only been live for a month or so, but they’ve already saved thousands in MRR with strong offers and thoughtful flow design.

 

Maximizing marketing efficiency with easy-to-understand reportingWhen you treat subscription like a performance channel, analytics and reporting become all the more critical. “We live in that dashboard,” Cole told us. Since beginning to focus on paid media for subscriber acquisition, they use cohort performance metrics to see what’s working and what’s not. “We’re looking at the different cohorts each month to see how sticky they are, and trying to optimize for the stickiest customers possible.”

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“Working with Stay is like working with an extension of our own team, not just inputting a support ticket and waiting to hear back from an unknown person on the other side of the email. […] Scaling with Stay has been very easy, and we believe that continuing to scale far beyond where we are now will be possible with this team, and that’s really huge.”

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Moon Juice Scales Subscription Add-On Revenue MoM with Stay AI

Migrated from: Recharge
Industry: Health & Wellness
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Subscription Growth by the Numbers

83%
Growth in Monthly Add-On Revenue, within 30 Days
93%
Growth in Monthly Add-On Revenue, within 60 Days
131%
Growth in Monthly Add-On Revenue, within 90 Days

Moon Juice is a beauty and wellness brand, specializing in adaptogenic supplements, skincare, and haircare products. Moon Juice’s scientific approach to synergy sets it apart from other wellness brands: many of their products work in tandem with and amplify the effects of other products, creating powerful stacks tailored to specific needs.

How Moon Juice Skyrocketed Add on Revenue with Stay Ai’s ExperienceEngine™ and More

Challenges

Prior to switching to Stay Ai, the Moon Juice team was using Recharge. They ran a stable subscription program, seeing largely steady revenue month over month for the five months prior to migration. Knowing their brand has cult-favorite products that pair well together – and benefit from monthly use – the team knew there was plenty of opportunity to continue scaling. That’s when they discovered Stay Ai.

The Solution: Stay Ai

After migrating to Stay in late 2022, Moon Juice saw measurable and consistent growth in their subscription revenue each month. Stay’s intuitive customer portal with built-in product carousel, in addition to ExperienceEngine™ promotional testing, enabled Moon Juice to leverage those aforementioned product synergies to scale up their add-on revenue.

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Strategy

Driving AOV with ExperienceEngine™ Promotions: Moon Juice uses Stay’s ExperienceEngine™to easily deliver targeted promotional offers. Stay’s AI-powered promotional testing solution allows them to strategically serve offers to the right clients, at the right time, with the right incentive. Combined with the no-code email notification builder, launched promotions automatically add dynamic promotional blocks to upcoming order emails, enabling the team to make more money, with much less manual effort. For customers, adding promotion-applied items to upcoming orders is as frictionless as one click.

Optimizing and Refining with Post-Promotion Analytics: After launching promotional offers, the Moon Juice team can view the ExperienceEngine™ promotion’s analytics directly within the app. Key metrics like take rate, AOV, and total next order revenue are accessible within minutes, providing the team with the actionable insights necessary to continue running successful promotions in the future.

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Driving AOV with the Customer Portal Carousel and Banner Ads: Moon Juice also leverages Stay’s no-code portal carousel and banner ads, which both surface add-on products to subscribers directly in the customer portal. With just a few clicks, subscribers can add full-price or discounted products to their upcoming orders. Because Moon Juice carries so many fan-favorite products, they’ve found that many of their one-time add ons turn into recurring stack subscriptions, further scaling subscription revenue.

Flexible Bundling: In alignment with the above, Stay’s super-flexible bundling solution makes it easy for Moon Juice customers to add complementary products to their upcoming orders, as well as taking advantage of the brand’s thoughtfully pre-bundled stacks of synergistic products.

Supercharge Your Subscription & Retention Strategy with Stay AI

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Golde Supercharges Recurring Subscription Revenue by 42%

Migrated from: Recharge
Industry: Health & Wellness
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Subscription Growth by the Numbers

42%
Growth in Recurring Subscription Revenue, in 60 Days
27%
Growth in First-Time Subscription Revenue, in 60 Days
47%
Growth in Active Subscribers, in 60 Days

Since its founding in Brooklyn in 2017, Golde has been expanding its loyal fanbase with an assortment of superfood essentials for health and skincare. Today, you can find Golde products in Target and Ulta — but they’re also super focused on growing a subscription program their DTC shoppers love.

“We wanted to expand our subscription offerings, but didn’t feel confident doing so with Recharge. It just felt a little clunky on both ends.” — Nina Coppin, CX Manager, Golde

How Golde Grew Their Active Subscriber Base by 49% and Improved the Subscriber Experience with Stay AI

Challenges

After offering a basic subscription program for some time, CX Manager Nina Coppin says the team realized how much it resonated with customers, so they started to build out a more robust strategy around the channel. That’s when they came face-to-face with some of their previous provider’s shortcomings. Customers had a hard time managing their own subscriptions and needed a lot of support, which took a lot of time for Nina and team to manage. And on the backend, analytics were just kind of a mystery, so they weren’t getting all the insights they needed to optimize their program.

“We wanted to expand our subscription offerings, but didn’t feel confident doing so with Recharge. It just felt a little clunky on both ends.” — Nina Coppin, CX Manager, Golde

The Solution: Stay AI

After evaluating at least five other subscription platforms, Nina says they found a fit with Stay. The customer experience was exactly what they were looking for, and the easy-to-understand analytics dashboard helps them better optimize based on changing customer needs and behavior.

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“We had such a great experience meeting the Stay team. We loved the platform, and felt like it hit our number one priority – having a great user experience for our team and our customers.”

Nina Coppin CX Manager, Golde

Strategy

Engaging Subscribers with an Easy-to-Use Customer Portal: With Stay Ai, Golde customers have easy options to manage subscriptions, all laid out in a way that’s intuitive to use. Nina says that customers love the passwordless login, and that the new portal reduced CX tickets almost immediately. “As soon as we launched with Stay,, we saw a significant decrease in CX tickets,” she said. The team also loves being able to customize the portal to align with their brand guidelines and give it the Golde look and feel.

Empowering Data-Driven Decision Making: The easy-to-use merchant dashboard has encouraged Nina and other team members to more frequently seek out data for insights to make better business decisions. “It’s very clean and inviting and makes you want to dig into the data more,” she said. She benefits from the ease of segmenting just the data she needs, like how many new subscriptions they have, their current churn rate, top products, average order value, and more.

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“As a small team, we’re all pulled in so many different directions. If I have a question, someone on the Stay team will get back to within the same day oftentimes within minutes. They immediately give me direction, help me pull reports, whatever I need. It’s been such a wonderful partnership, because it genuinely feels like Stay is a part of our team.

Nina Coppin CX Manager, Golde
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Supercharge Your Subscription & Retention Strategy with Stay AI

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Alleyoop Slam-Dunks Subscription Scale with 27% Growth in Recurring Subscription Revenue

Migrated from: Smartrr
Industry: Beauty & Personal Care
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Subscription Growth by the Numbers

27%
Growth in Recurring Subscription Revenue
39%
Growth in Subscription Cart Revenue
58%
Growth in Add-On Revenue

Alleyoop is redefining beauty with efficient, multi-functional products, so you can spend less time getting ready and more time living life to the full. As they like to say, they’re “on a mission to reinvent the beauty game with efficient tools that empower you to get in, get out, and make moves that matter — because you matter.”

Challenges

Alleyoop’s business continues growing, but like many subscription brands, the team was itching to find a solution that allows them to test new ways of maximizing the AOV and LTV of their existing enthusiastic subscriber base. They were also seeking clarity in their subscription data – so they could understand more deeply how their subscription business was performing.

The Solution: Stay AI

Alleyoop switched to Stay Ai in 2022. They now leverage Stay’s suite of features to offer subscribers VIP discounts, exclusive promotions, and beautifully branded email notifications – all contributing to the brand’s impressive 27% growth in recurring subscription revenue in 2023. The team especially loves Stay’s Customer Portal, which features a dynamic product carousel highlighting products available for one-time add-ons. They can then track the revenue generated from these add-ons directly in Stay’s dashboard, alongside related metrics such as average subscription revenue and recurring subscription revenue.

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“Stay AI is a no-brainer for any brand that wants to crush it with subscriptions. So many other apps lack in functionality and features where Stay shines. We’re huge fans!”

Autumn Knudson Senior CRM Manager, Alleyoop

Strategy

Here are just a few of the strategies the Alleyoop team has implemented to result in such incredible growth!

Offering Subscriber-Exclusive Discounts for One-Time Add-Ons: One of the ways Alleyoop engages its large subscriber base is by offering their subscription discount on current subscribers’ one-time add ons. With this strategy, the Alleyoop team is able to increase subscriber AOV, enhance LTV and subscriber loyalty by offering a VIP experience, and boost subscriber acquisition by offering a tangible sub program benefit.

Displaying One-Time Add-Ons in the Customer Portal: Stay Ai’s no-code solution allows Alleyoop to select which products they’d like to offer and display as one time add-ons in the customer portal. The add-on carousel populates these items front and center, making the items and their associated discounts easy to view at a quick glance. It’s the perfect way to introduce new products for customers to fall in love with and add to their beauty routine!

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Upselling Customers from One-Time-Add-On to Recurring Subscription Products: Alleyoop’s beauty products are fan-favorites, and they often see those one-time add-ons turn into recurring subscription add-ons once customers try them out. Using the same carousel, after a customer has tried out the product, they can then add the product as a recurring order along with their existing subscription. The team can easily send emails to customers encouraging the upgrade from one-time purchase to ongoing subscription leveraging Klaviyo Quick Actions, as well as the in-app email builder.

Results

In 2023, Alleyoop has seen massive growth in their subscription program – boasting 39% growth in subscription cart revenue, 27% growth in recurring subscription revenue, and a 58% growth in add-on revenue.

Needless to say, add-on products – as well as Stay’s comprehensive suite of subscription features – enable brands to boost the core subscription KPI’s.

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Beekeeper’s Naturals Sweeter Subscriber Journey Brings 62% More Recurring Revenue

Migrated from: Upscribe
Industry: Health & Wellness
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Subscription Growth by the Numbers

62%
Growth in Monthly Recurring Subscription Revenue
17%
Growth in Monthly First-Time Subscription Revenue
88%
Growth in Monthly Active Subscriptions

Beekeeper’s Naturals is reinventing the medicine cabinet with clean, effective bee-based products for immunity, energy, gut-health, and brain-health. For the brands’ loyal customers, running out product(s) central to a daily routine puts the whole routine at risk. That’s why the team at Beekeeper’s Naturals offers a subscription program to power the healthy habits core to their brand’s mission.

Challenges

Before coming to Stay, Beekeeper’s Natural’s previous subscription provider didn’t offer the flexibility or capabilities needed to stand out. They felt like they were leaving money on the table — and they were right. That’s when they found Stay AI.

The Solution: Stay AI

Since migrating to Stay AI, Beekeeper’s Naturals has grown monthly recurring subscription revenue by 62% with enhanced subscriber communications and strategic surprise and delight opportunities — like personalized notes, unexpected gifts, and exclusive offers.

Strategy

Here’s how Beekeeper’s Naturals achieved such incredible growth after moving to Stay AI.

Crafting Subscriber-Benefit Driven Onboarding Emails with Stay AI’s In-App Email Builder:  To combat first-order churn, Beekeeper’s Naturals designed new onboarding emails that reinforce subscription benefits like free shipping, discounts, and early access.

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These emails educate customers about subscription perks, building excitement and anticipation.

Building these same emails using the brand’s previous subscription app would have required developer intervention, but Stay Ai’s intuitive drag-and-drop builder made this easy – no code required!

Leveraging Churn Analytics for Subscriber Surprise & Delight: Stay Ai’s churn risk analysis graph helped Beekeeper’s Naturals identify the optimal time to send gifts and other offers to keep subscribers engaged. After identifying the fourth subscription order as a high-value gifting opportunity, the brand now sends a surprise to build affinity and keep the brand top-of-mind.

Implementing New Upsell Offers with Stay’s Customer Portal to Boost Add-On Revenue: Upsells complement recurring subscription revenue to help drive growth and increase AOV, but other subscription apps can make it challenging to present these juicy offers to subscribers.  With Stay Ai, Beekeeper’s Naturals’ customer portal features a native, AI-powered upsell carousel (right out of the box) that recommends the right products to the right customers – no development required!

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When subscribers log on to manage their subscriptions, they see a visually appealing display of featured products they can add to their orders with a single click, plus clear visual indicators to emphasize subscriber-exclusive savings.

Offering Free Samples to Boost Future Order AOV: Another way Beekeeper’s Naturals introduces subscribers to new products is by surprising them with free samples! The team adds samples of the brand’s lip product, for example, to allow customers to try the new product for free. After receiving the sample, many subscribers add the lip product to their regular upcoming subscription orders, increasing subscription AOV and contributing to the brand’s increase in add-on revenue.

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Surely Wine Continues Scaling Recurring Subscription Revenue 76% QoQ with Stay AI

Migrated from: Recharge
Industry: Food & Beverage
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Subscription Growth by the Numbers

76%
Growth in QoQ Recurring Subscription Revenue
12%
Decrease in QoQ Subscription Churn
8%
QoQ Subscription Growth

Surely Maximizes Subscriber LTV with Stay AI’s Comprehensive Subscription Feature Set

 

Surely is a dry, award-winning, non-alcoholic California wine made for happier hours. They source grapes from the warm and breezy California coast & work with top winemakers to craft a dry & crisp profile you can’t get anywhere else, for drinkers and non-drinkers alike. Made with all natural ingredients, Surely offers one of the purest non-alcoholic wines on the market.

Challenges

Surely moved to Stay AI in the spring of 2022, and they’ve continued to see tremendous growth in their subscription program since. The initially migrated in anticipation of an upcoming subscriber sale, looking for a solution that was both more customer-friendly and more effective at upsells & cross-sells.

Strategy

Surely’s post-migration sale was a smashing success – but the wins didn’t end there. The team continues to leverage Stay’s comprehensive subscription feature set, as well as benefiting from the ongoing strategic customer support. They continue to find that Stay’s team of dedicated CSMs help Surely streamline their subscriber campaigns and optimize their program for revenue growth.

Here are some of the strategies the Surely team implements to maximize subscriber LTV with Stay AI:

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“Stay AI has truly transformed our Wine Club’s subscription experience, leading to a significant boost in revenue. The improved experience it offers has played a pivotal role in driving subscriber growth. It has become an indispensable tool for our success.”

Brenda Godinez Head of Marketing, Surely

Leveraging Banner Ads for Exclusive Subscriber Offers: Surely maximizes the real estate of their customer portal, adding banner ads that display on the customer’s desktop and mobile view. This allows them to highlight important updates, new product releases, and more – just for their subscribers.

Surely-Portal

Increasing Subscriber AOV with Add-On Items: Surely offers their subscribers flexible subscriptions, allowing them to add-on products, as well as swap out items in their upcoming order based on their preference. They also test custom subscriber discounts for both recurring and one-time purchase items to maximize AOV.

Engaging Subscribers with Klaviyo Quick Actions: Utilizing Stay’s robust integration with Klaviyo, the Surely marketing team sends subscribers emails with CTAs powered by Klaviyo Quick Actions. This allows customers to add products or create one-time orders with just one click.

With Stay Ai, Surely offers a seamless and personalized subscriber experience, leading to continued growth in revenue, as well as customer satisfaction. Cheers to Surely – and scaling that recurring subscriber revenue!

“Stay Ai helped us take our subscription experience to the next level. We were able to use their features to create an exclusive Black Friday promotion for our Wine Club members (subscribers) directly in their subscription portal, and we saw an impressive 300%+ growth in add-on revenue. The support we receive from the Stay Ai team has also been outstanding.”
– Brenda Godinez, Head of Marketing, Surely

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Gleefull’s Subscription Revenue Soars 81% Within 60 Days of Switching to Stay AI

Migrated from: Recharge
Industry: Health & Wellness
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Subscription Growth by the Numbers

63%
Growth in Subscription Cart Revenue, within 60 Days
81%
Growth in First-Time Subscription Revenue, within 60 Days
50%
Growth in Recurring Subscription Revenue, within 120 Days

How Stay Helps Gleefull Scale, Save More Subscriptions, and Engage Customers Like Never Before

 

Gleefull specializes in menopausal and hormonal health for women over 40. The brand’s founder, a female naturopathic specialist, had a mission to create a brand with products that actually worked by focusing on deliverability and bioavailability of supplements in the body. Founded less than a year ago, the brand has seen outstanding growth, fueled in part by a subscription program they debuted shortly after launching.

Challenges

After several months of managing their new subscription program with their previous provider, the Gleefull team started to feel some pain. They noticed more and more the lack of usability — on both the merchant and the customer side — getting in the way. Battling buggy and difficult-to-read analytics, Gleefull’s Co-Founder, Mike, reached out to support. Unfortunately, the team quickly found their support experience was lacking as well.

“We had a pretty bad experience with support on our previous platform. When we had a support call, our rep just ignored everything I said and tried to upsell me to a higher tier program.”
– Mike Zhang, Co-Founder & CEO, Gleefull

 

The Solution: Stay AI

After hearing about how another health & wellness brand solved similar challenges after moving to Stay, the Gleefull team decided it was time to learn more. Since making the switch in April 2023, the team has been much happier with the experience and is seeing the results of improved program performance. It’s also been much easier for the team to pull the data they need to make the right business decisions moving forward.

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“Stay has been really working out for us. Even before going in and making a bunch more nuanced changes, at baseline, it’s performing so much better. […] Just starting out with all the best practices from Stay has been such a big upgrade. I feel like we still have a lot of areas we can improve, and I’m excited about that because there are so many things we can test.”

Marissa Asperjan Founder & COO, Gleefull

Strategy

Here are just a few of the strategies the Gleefull team has implemented to achieve such massive subscription program growth:

Increasing Customer Engagement with a User-Friendly Portal: With Stay, Gleefull’s customer portal isn’t just easier to sign into and use — it offers a lot more options for cross-sells, upsells, and actions other than cancellation (skip, swap, delay, etc.). And customers are using it, too. Thanks to a merchant dashboard that surfaces the right information at your fingertips, the team can see how much all of these different interactions are used. “The interface in terms of what the customer sees is a lot more user friendly, and from the metrics we can tell that they’re taking advantage of all their different options.” Marissa said.

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Optimizing Subscription Offerings Based on Stay Ai’s Easy-to-Digest Analytics: With their prior provider, digging in to subscription analytics was a hassle – slow to load, at times inaccurate, and sometimes even required emailing the provider’s support team directly to access the metrics they needed. With Stay, Marissa & Mike are able to quickly access the metrics the matter most, and action on their data with ease.

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Saving More Subscriptions with RetentionEngine’s Cancel Flows: The Gleefull team can now easily find out just why subscribers are looking to cancel, then deliver tailored responses or offers to get them to stay. For example, if a subscriber responds that they’re canceling because “the product doesn’t work,” they get a message prompting them to swap products or even contact customer support.

“Stay has been really working out for us; even before going in and making a bunch more nuanced changes, at baseline it’s performing so much better.”
– Marissa Asperjan, Founder & COO, Gleefull

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Begin Health Decreases CX Tickets While Scaling Subscriptions with Stay AI’s No-Code Customer Portal

Migrated from: Recharge
Industry: Health & Wellness

Subscription Growth by the Numbers

60%
Increase in Customer Portal Interactions
33%
Growth in QoQ Subscription Cart Revenue
26%
Growth in QoQ Recurring Subscription Revenue

How an Easy-to-Use Customer Interface Increased Portal Engagement by 60% and Drastically Decreased CX Tickets

Founder Madeline Lauf knows how important gut health is for growing kids; that’s why she built Begin Health. Begin Health’s science-forward Growing Up Prebiotics are a daily prebiotic supplement for toddlers and kids ages 1+. Delivering 3g of fiber per serving, Growing Up Prebiotics is tasteless and textureless, allowing it to be easily mixed into a picky eater’s favorite food or beverage.

Challenges

When it comes to subscription management platforms, Begin Health has tried them all. With their previous provider, lack of customer portal functionality led to a rise in support tickets, leaving the CX team inundated with manual work.

“Stay has helped us cut down dramatically on customer support tickets due to the functionality of self-serve and password-less login.”
– Madeline Lauf, Founder, Begin Health

 

The Solution: Stay AI

When Begin Health discovered Stay Ai, Begin Health saw the potential for the platform to alleviate their subscriber management challenges. Stay’s user-friendly customer portal and passwordless login seemed perfect for their customer base – busy, hardworking parents.

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“We’ve literally tried them ALL! From Recharge > SKIO > Smartr > Stay Al, we can NOW confidently say we have found a home; and it’s not even close. We are continuously impressed with the level of professionalism, thoughtfulness and dedication we receive from the Stay team. We can be tough on the team for product feature requests and minor Shopify limitations, but each time the team handles it with grace and patiently, while they work hard to proactively incorporate and address our feedback to resolve our problems. We are proud to build alongside Gina, Evan and the Stay Ai team!

Madeline Lauf Founder, Begin Health

Strategy

Since moving over to Stay, Begin Health has seen an incredible 60% increase in customer portal interactions, and continues to benefit from month-over-month subscription program growth.

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Reducing CX Tickets and Empowering Customers to Manage their Own Subscriptions: Stay’s customer portal is built to empower customers to take control of their own subscriptions, optimized for performance, and based on A/B testing across hundreds of subscription brands. In addition, passwordless login makes it much easier for customers to sign in to their accounts, improving their engagement and increasing satisfaction. Since switching to Stay, the Begin Health team has seen a 60% increase in customer portal interactions, highlighting the ease of use of the self-serve customer interface.

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Bimble Chops Subscriber Churn by 35% & Delights Customers with Stay AI

Migrated from: Skio
Industry: Food & Beverage

Subscription Growth by the Numbers

35%
Decrease in Subscriber Churn Within the Past 3 Months on Stay
324%
Increase in Customer Portal Interactions within First 90 Days
192%
Increase in Product Swaps within Past 3 Months on Stay

How Bimble Saves Time and Delivers Better CX with Stay AI’s No-Code Customer Portal

 

Bimble founders Jay Moskowitz and Janet Silverstein spent their fast-paced careers in NYC — Jay as a Wall Street trader, and Janet as an advertising producer — “And the only thing worse than the stress of those jobs, were the hangovers,” they write on their About Us page. After trading the hustle for beekeeping, Jay learned about CBD and “a lightbulb went off.” Their next adventure? Entrepreneurship — specifically, a CBD drink sweetened with real honey. “The idea of a non-impairing cocktail at the end of the day really spoke to me.” After a strong 2018 start in retail stores, they were forced by COVID-19 in 2020 to pivot to DTC, which led to subscriptions becoming strategically important.

Challenges

Bimble’s first subscription provider didn’t make it easy on them. “The customer service was really bad, and it was tough for someone like me [a first-time entrepreneur new to DTC] to negotiate without some hand-holding.” But what really drove Jay to explore alternatives was the CX. After all, they have a small team: “There’s me. There’s Janet. Did I mention me?” The portal was difficult for customers to use; if they managed to log in, they were still unsure how to cancel their subscriptions or swap products, which led to high churn and way too much time spent on customer support.

“We tend to attract a slightly older demographic, and it didn’t seem like any of our customers were able to log into their own accounts. Every time someone had to do something on their subscription, we got an email.”
– Jay Moskowitz, Founder & CEO, Bimble

The Solution: Stay AI

After a brief stint with another subscription provider, Jay decided to give Stay a shot. “I’d been reading about Stay on Twitter a lot, and I’d spoken to Gina [Perrelli, Co-founder and CEO] once or twice.” The team was impressed with the hassle-free migration.

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“As we slowly transitioned to becoming a DTC brand, offering subscriptions was something that was really important to us. There’s not a big company behind us, so obviously having tools that work well is really critical for us […] When we launched [with Stay Ai], I really played no part. I handed the keys over to Stay and they set up all the automations.”

Jay Moskowitz Founder & CEO, Bimble

Strategy

Since moving over to Stay, Bimble has seen an impressive increase in customer portal engagements, as well as a 35% reduction in churn. Here are some of the strategies they leveraged to make it happen:

Keeping Customers Informed and Engaged with Email Notifications and an Intuitive Customer Portal: Making subscription customers as self-sufficient as possible was important for Bimble, since they have such a small team. With Stay, automated email notifications keep customers up-to-date with everything related to their subscriptions, from upcoming charges to out-of-stock notifications and payment failures. That, alongside an easy-to-use customer portal, has significantly decreased the time Jay and Janet spend on customer support.

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Offering Customers More Flexible Subscription Options: With their previous subscription provider, Bimble was limited in their shipment frequency options. Today with Stay, they have more flexibility, even giving subscribers the option to only receive shipments every 8 weeks. “If someone wants to do every eight weeks basically because they just want the subscribe-and-save discount, that’s fine with me. I want to get cans in people’s hands. I just want people to try it,” Jay said.

Managing the Business with an Easy-to-Use Merchant Portal: Jay uses the merchant portal every day (“I keep it open at all times,” he said) for everything from customer support to performance analysis. When customers email him with issues, it’s easy for him to look up their accounts in the portal. And since their fulfillment is a highly manual process, he also likes that he can sort orders by ‘Next order’ to see what’s upcoming that week. Finally, the failed billing lists are important to their high-touch customer service.

“Sometimes, if I was expecting more subscriptions, I’ll go back in and look to see what might have happened — and I always check failed billing, which is usually the culprit. Then I might send a personalized email to that person and ask if they need any help.”
– Jay Moskowitz, Founder & CEO, Bimble

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Frey Slashes Churn with Robust Reporting and an Unbeatable Customer Experience

Migrated from: Custom Solution
Industry: Home Goods
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Subscription Growth by the Numbers

35%
Reduction in Churn Since Migrating to Stay
200%
Increase in QoQ First Time Subscription Revenue
28%
Growth in QoQ Add-On Revenue

Frey Reduces Churn by 35% and Improves Customer and Merchant Experience vs. Their Custom Solution

 

The average American family cycles through 300 loads of laundry each year. Frey puts a little magic in this tedious task by delivering exceptional laundry products in a variety of scents — made from all natural ingredients. But their impact doesn’t stop in the laundry room: this mission-driven brand plants a tree for every order to make the world a better place.

Challenges

Frey’s in-house subscription solution led to customer and employee frustration, resulting in higher churn rates. While committed to making laundry even more convenient with their product subscription program, existing management solutions fell short of their high standards. In response, they decided to build a custom solution in-house, which proved to be a significant and ongoing challenge.

The solution required extensive backend maintenance, consuming a large portion of internal development resources. On the frontend, customers struggled with managing their subscriptions, leading to a surge in support tickets and churn rates.

In addition, the lack of integrations with other key backend systems like Gorgias and Klaviyo led to missed acquisition and retention opportunities. The absence of revenue forecasting made efficient inventory planning almost impossible.

The Solution: Stay AI

After switching from a custom solution to Stay AI in 2022, Frey’s customers are enjoying more laundry magic than ever: after a seamless migration, subscription churn is down by 35%.

Strategy

The data speaks for itself – moving over to Stay AI has continued to support the Frey team in maximizing on the value of their subscription program. Here’s how they made it happen.

A quick and seamless migration to Stay AI gave Frey everything they needed out-of-the-box: Frey found everything they needed to manage their subscriptions efficiently right out-of-the-box with Stay Ai. To get started, Frey underwent a short, seamless migration process and was impressed by the Stay Ai team’s ability to build a beautifully branded buy boxes in just a few hours.

Frey-Buy-Box-1

Frey personalized their customer portal within minutes : Frey utilized Stay Ai’s user-friendly editor to personalize their customer portal, without the need for coding. They could easily edit content and select colors, streamlining the customization process.

Customer portal and SMS subscription management drastically reduced CX ticket submissions: With Stay Ai, Frey delivers customer-friendly subscriptions and more efficient business operations, ultimately increasing revenue and reducing churn. Stay Ai’s easy-to-use customer portal and other features allowed Frey’s customers to take complete control over their subscriptions, without needing to involve the Frey team — leading to a significant decrease in customer frustration and churn rates. Stay Ai’s passwordless login makes it easy for customers to access their accounts, while in-portal actions give them more control over their orders, minimizing requests for CX assistance. Plus, with Stay Ai’s upsell carousel, customers can quickly add products to their upcoming boxes, while SMS subscription management streamlines reminders, swaps, skips, and expedited orders.

Frey-Customer-Portal-1

Seamless integrations enabled a full-funnel customer experience: Stay Ai’s robust integration library enabled Frey to plug into platforms like Klaviyo and Gorgias to streamline backend operations and significantly improve customer experience and retention. With the Gorgias integration, all tickets opened through the SMS chatbot automatically transfer to the portal, so support reps can communicate with customers without switching platforms. The Klaviyo integration allows Frey to reach out to churned users with impactful offers and create onboarding flows to nurture subscribers. With Klaviyo’s full trigger bank, Frey is able to send subscribers targeted emails based on triggers like subscription activation or cancellation, and offer one-click quick actions like a 20% discount for reactivating customers.

Analytics and reporting helped Frey make better business decisions: Stay’s revenue forecasting capabilities gave Frey insight into future revenue and inventory needs, so they could adjust with their manufacturing partners accordingly.

With the most in-depth analytics in the subscription space — including cohort analysis, risk forecasting, and other visually digestible graphs — Stay Ai gives brands a comprehensive understanding of their subscription health. This level of insight is crucial to making informed business decisions and contributed significantly to Frey’s overall subscription success.

Frey’s switch to Stay Ai has ultimately supported the team’s transformation of their subscription program into a successful performance channel, meeting both key customer & business needs.

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