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Lifeboost Retains 27% More Subscribers Using Smart Cancellation Flows

Migrated from: Recharge
Industry: Food & Beverage

Subscription Growth by the Numbers

27%
Increase in Subscriber Save Rate (& Rising)
120%
Growth in Add-On Revenue, in 90 Days
35%
Decrease in Overall Customer Churn

When Lifeboost, an eco-friendly, 3rd party tested, and certified organic coffee brand, first migrated to Stay AI, they witnessed a 120% growth in add-on revenue in their first 90 days on the platform.

Since then, their team has continued to innovate, iterate, and expand their subscription program with the help of Stay AI’s churn-busting technology and our predictive churn analysis forecasting with the help of our RetentionEngine™.

Challenges

When Lifeboost first migrated to Stay AI from their previous provider, their goal was to scale their subscription program while also reducing churn.

Understanding the why behind customer churn and subsequently increasing their subscriber save rate were priorities for the team to keep recurring revenue steady and growing. Their previous subscription solution did not offer these capabilities or predictive forecasting. 

To successfully track why and which customers were canceling, what could be done to keep them, and how overall churn was trending over time, Lifeboost turned to Stay AI.

The Solution: RetentionEngine

Using our proprietary RetentionEngine™, merchants can deliver dynamic cancellation surveys to help understand churn and prevent it before it happens. RetentionEngine learns how different customer segments (based on location, acquisition channel, LTV, or product) behave over time and allows you to build dynamic cancel flows that capture insights on why customers are canceling, what rebuttals work best to retain them, and ultimately works to reactivate former customers.

The longer a merchant uses our RetentionEngine, the better the results. Our AI reinforcement learning models optimize based on your historical subscriber data to discover what treatments work best for which customer cohorts. When a brand first implements our RetentionEngine, we start with basic cohort analysis and churn forecasting. Over time, by testing and iterating on new cancellation treatments and split-testing various offer combinations, we optimize each merchant’s strategy to ensure their program is optimizing toward increased LTV.

Strategy

Increase Save Rate with RetentionEngine: When Lifeboost onboarded with Stay, their subscriber save rate hovered around 5%. But as their team worked on iterating and building out their cancellation treatments and worked directly with Stay’s hands-on CSM strategy team, they have witnessed an incredible boost to their save rate to over 27% – a number that continues to rise as our teams work together and optimize their program.

Lifeboost has built out an extensive cancellation treatment library with the help of our RetentionEngine, allowing them to split-test, optimize, and combine their best cancellation rebuttals to a save rate of over 27% and rising.

Advanced Churn Forecasting: The Lifeboost team closely monitors their subscriber save rates using Stay’s Exit Survey Response and SKU-based Churn graphs, which allow them to segment and monitor the churn behavior of new subscribers compared to long-time and previous subscribers. Stay’s advanced subscriber segmentation and cohort analysis allowed the team to learn what works and what doesn’t when it comes to retaining subscribers for more than just one to two order cycles. As a result, the team has been able to reduce churn rates and create sticky subscription offers that are hard to beat.

Stay’s Exit Survey Analysis Provides a Detailed Look at Customer Churn

 

By working closely with our strategy team and a willingness to iterate and test new treatments, Lifeboost has seen incredible results in saving subscribers from churn – and continues to see their save rates increase. With the right strategy, RetentionEngine empowers your brand to create unique cancellation flows and rebuttals and to optimize them in real-time.

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Lifeboost Reduces Churn By 35% Using Stay’s Proprietary Churn-Busting Features

Migrated from: Recharge
Industry: Food & Beverage

Subscription Growth by the Numbers

35%
Decrease in Subscriber Churn
120%
Growth in Add-On Revenue, in 90 Days
50%
Growth in Add-On Revenue, MoM

With a focus on sourcing the healthiest and most sustainable ingredients, Lifeboost elevates your favorite daily ritual – coffee. Easy on your stomach, eco-friendly, 3rd party tested, and certified organic, it’s no wonder they’re a favorite amongst coffee fanatics.

When Lifeboost first migrated to Stay AI, they witnessed a 120% growth in add-on revenue in their first 90 days on the platform. Since then, Lifeboost has continued to innovate, iterate, and expand their subscription program with the help of Stay AI’s churn-busting technology and our predictive churn analysis forecasting, powered by our proprietary machine-learning software.

Challenges

When Lifeboost first migrated to Stay AI from their previous provider, their goal was to scale their subscription program while also reducing churn.

You are 40% more likely to save an existing subscriber than to acquire a new one. This is one of the reasons that Lifeboost focused efforts on optimizing retention rates and prioritizing existing customers rather than battling rising CAC across major acquisition channels.

“For us understanding why behind customer churn was a priority and was the reason we switched from our last subscription provider.” Michelle Hendren, Director of Operations

The Solution: ExperienceEngine

Stay AI’s ExperienceEngine is an all-in-one churn-busting tool that allows merchants to split-test different products as upsells or the same product with different discount amounts to optimize their program for the highest-converting offer(s). Stay’s machine learning capabilities also allow for smart segmentation of subscriber cohorts based on behavior and predictive churn risk to deploy a variety of targeted offers, free gift-with-purchase(s), and more.

Using ExperienceEngine, Lifeboost reduced overall subscriber churn by 35%.

Our Strategy

Reduced Churn with ExperienceEngine: Alongside their usual subscription offering, Lifeboost wanted to test a unique premium subscription model known as “Lifeboost First Class” that leverages free gifts and an occasional free bag of coffee throughout a subscriber’s order lifecycle in hopes of boosting subscriber retention and satisfaction while still maintaining a healthy margin per order. To narrow down the right timing for each gift, and which gifts resulted in the lowest cohort churn, Lifeboost leveraged the robust capabilities and smart split-testing gift-with-purchase features of ExperienceEngine.

The products, gifts, and limited-time offers included in this model have been tested and optimized over several months with the help of Stay’s dedicated CSM team and their strategy recommendations that have allowed Lifeboost to build out a truly unique and customer-centric experience that has reduced churn by 35%.

“What we do with ExperienceEngine is give somebody a free item every month and [this] has proven to reduce our turn rate for the first three months at least by 35 percent.” Michelle Hendren, Director of Operations

Stay AI’s Signature Upsell & Cross-Sells: Lifeboost also regularly updates their available flavors based on seasonality. These seasonal offerings are perfect for Stay’s upsell and add-on functionalities, allowing subscribers to add one-time upsells to their orders – and usually at an exclusive subscriber price. By running promotional campaigns across cohorts to cross-sell subscribers into ancillary product categories or upsell one-off items to increase AOV, Lifeboost has built out a robust subscriber experience that optimizes toward a greater LTV.

These promotional campaigns and upsell opportunities can be split-tested and optimized for the highest conversion rate across subscriber cohorts using our ExperienceEngine.

I’ve been kind of dabbling in the ExperienceEngine and doing some of our flavors and we only do one-time offers for, just to try to get them to upsell inside of there and really push the higher AOV.” Michelle Hendren, Director of Operations

Advanced Churn Forecasting & Reporting: The Lifeboost team also leverages Stay’s robust churn analytics forecasting and reporting to pull data from our customer cohort analysis and performance dashboards to inform their strategy around subscriber retention and overall recurring revenue growth. Using ExperienceEngine, Lifeboost is able to pull powerful reporting behind every experience so you can see cohort LTV, take rate, and retention rate. 

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Psychedelic Water Sees 14% Subscription Save Rate Despite Limited Inventory with RetentionEngine

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

14%
Subscription Save Rate, Since Switching to Stay
11%
Growth in Monthly Recurring Subscription Revenue, in 90 Days
8%
Growth in Subscription Cart Revenue, in 90 Days

How Psychedelic Water Leverages RetentionEngine to Save More Customers, Despite Inventory Challenges

 

Launched in 2021, Psychedelic Water is a mood-boosting, non-alcoholic herbal supplement enriched with kava root, turnera diffusa leaf, and green tea leaf extract. The brand, whose subscription programs across DTC and Amazon make up about half of their business, has a mission to share the “psychedelic” state of mind.

Challenges

CTO Matt Warren is one member of the very lean, five-person team behind Psychedelic Water — so as you can imagine, he wears a lot of different hats every day. That’s one of the reasons he started feeling frustrated with their previous subscription management app. When you have a thousand things to do, you need to be able to make decisions fast, but their previous provider’s analytics just weren’t cutting it. That, says Matt, is the biggest reason he started to look for alternatives.

“Our previous provider’s analytics were unbearably slow to load, and getting information out of it was pretty difficult.”
– Matt Warren, CTO, Psychedelic Water

The Solution: Stay Ai

After a full evaluation, Matt moved the brand from their previous app to Stay Ai, where he’s been better able to gain insights from the analytics and reporting – especially by making use of RetentionEngine’s cancellation surveys and flows.

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“Stay Ai’s dashboards load fast and the information displayed is easy to understand at a glance. I’m happy with how it looks and we get insights there. It’s definitely better than what we were using before!”

Matt warren Chief Technology Officer, Psychedelic Water

Strategy

Here are some of the groovy strategies Psychedelic Water has implemented to decrease subscriber churn and grow subscriber revenue, despite stock-related headwinds.

Enhancing Analytics and Reporting with Visibility into Subscriber Cancellation Reasons: In addition to all the metrics you’d expect (subscriber count, performance by SKU, etc.), Matt is getting some of the most usage out of RetentionEngine’s cancellation survey analytics to determine just why subscribers are canceling. “That’s been directing a lot of our efforts behind the scenes,” he said. While price-related cancellations were expected, Matt was surprised to learn that another frequently cited cancel reason was ‘too much product’

“That led us to focus some of our post-purchase messaging around how to use the product,” Matt said. “When to consume it, or recipe ideas — basically just giving people more reasons to consume it and more ideas for better enjoyment.”

Reducing Churn with RetentionEngine Cancel Flows: With RetentionEngine’s automated cancel flows, churning customers receive a last-chance offer based on their cancelation reason. Psychedelic Water is now saving more than 8 percent of churning customers despite their currently limited inventory.

“The thing we found most valuable — that I wasn’t really expecting — was the cancellation survey, both on saving those cancellations and also on just feedback around why people are canceling. That’s been directing a lot of our efforts behind the scenes.”
– Matt Warren, CTO, Psychedelic Water

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Aura Bora Sees Massive 128% Growth in Monthly Recurring Subscription Revenue by Switching to Stay AI

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

109%
Growth in Monthly Subscription Cart Revenue, Since Switching to Stay
128%
Growth in Monthly Recurring Subscription Revenue, Since Switching to Stay
107%
Growth in 2023 QoQ First-Time Subscription Revenue

Since Moving to Stay in 2022, Aura Bora Has Scaled their Subscription Program to the Moon

 

Aura Bora is taking the food and beverage world by storm, winning the hearts of their consumers with their innovative sparkling water flavors. A standout player in the F & B space, the brand’s loyal advocates affectionately call their drinks “weird water”. Their playful and adventurous flavor combinations encourage consumers to try flavor combinations outside of their normal routine, as Aura Bora’s best sellers are infused with herbs, flowers, and a slew of other natural ingredients. Needless to say, the brand offers an unforgettable taste experience you won’t find anywhere else, featuring flavors like Basil Berry and Elderflower Grapefruit.

With such whimsical web experiences, product packaging, and digital communications, it’s no surprise that Aura Bora strives to offer a unique brand experience for their customers. Since moving their subscription program to Stay, the Aura Bora team has taken this to the next level – redefining what a delightful subscription program looks like.

Challenges

Aura Bora offers their beverages both in retail and via DTC. In 2022, they had their eye on expanding their ecommerce sales, and given the economics of shipping beverages, they knew a thriving subscription program would be critical for efficient scale. The team was looking for a subscription provider that could offer the level of customization critical to maintaining brand integrity, all while delighting their enormous customer base of thousands of customers, many of which who drink multiple cans of Aura Bora per day.

Aura Bora’s previous subscription provider just wasn’t cutting it. They lacked the ability to offer flexible subscription options for customers, the brand’s access to subscription analytics was poor, and the prior provider’s customer support team left much to be desired. They also were feeling the pain of churn, with no simple way to win back customers in their subscription cancellation flow. Ultimately, they were stuck with what felt like a “set it and forget it” subscription program – and the Aura Bora team was looking for an performance recurring revenue channel they could optimize.

The Solution: Stay AI

Aura Bora came to Stay because they wanted to infuse (no pun intended) the brand’s whimsy and playfulness into their subscription program. Stay offered the team the ability to delight subscribers with gifted surprises, exclusive offers, and a customer portal that makes subscription management just plain fun. In addition to the customer benefits, Stay’s feature set helped Aura Bora achieve key business goals – like boosting subscriber LTV, reducing subscriber churn, and more.

4 Months After Moving to Stay Ai, the Aura Bora Team Saw:

2x
Growth in Active Subscribers
10%
Growth in Recurring Subscription AOV
207%
Growth in Subscription Revenue

1 Year After Moving to Stay, Here’s How Aura Bora’s Subscription Performance Stacks Up:

109%
Increase in Monthly Subscription Cart Revenue
24%
Increase in Monthly First-Time Subscription Revenue
126%
Increase in Monthly Recurring Subscription Revenue
Aura-Bora

And all this said, Aura Bora’s subscription program has only continued to scale. Here are some of the strategies the Aura Bora team has implemented since moving to Stay Ai:

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Label: Strategy

Delighting Subscribers with Gifts via Stay Ai’s ExperienceEngine: With Stay, Aura Bora is able to implement surprise & delight gifts for subscribers, like bandanas, koozies, stickers, and more. After analyzing the data, they’ve determined that offering a freebie on every 5th subscription order has been a massive win for boosting brand loyalty – as demonstrated by Aura Bora’s increase in subscription retention rates and decrease in subscriber churn.

Aura-Bora-Gifting

The team also highlights these freebies as a means to drive subscription acquisition, along with their additional subscription perks like free shipping, exclusive discounts, early access to new flavor drops, and more. With ExperienceEngine, Aura Bora is able to easily set up these unique offerings, no dev support required.

 

Boosting AOV by Implementing Klaviyo Quick Actions for Limited-Time Offers: A core component of Aura Bora’s revenue strategy hinges on their limited-time offers, as they launch new limited flavors on a monthly basis. The brand’s fervent fans flock to buy the drops, leading to massive spikes in revenue. Because these flavors are limited in supply, it’s critical that Aura Bora’s most loyal customers – their subscribers – are given a frictionless offer to add these SKUs to their upcoming orders.

With this in mind, Aura Bora sends subscribers LTO announcement emails with “Add It To Your Upcoming Order” CTAs. These buttons allow customers to add the SKU to their next order with one-click, rather than going through the whole checkout process. They also slate these buttons into their “upcoming order” transactional emails. These CTAs boost subscriber AOV by $4+ during LTO promo periods.

 

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Combating Subscriber Churn with RetentionEngine: Aura Bora uses RetentionEngine to gather data via customer cancellation surveys, and automatically win-back customers without CX intervention. When subscribers go to cancel, they’re offered a menu of cancellation reasons, such as “I have too much product” or “This is too expensive.” Based on their responses, RetentionEngine’s AI powered smart reactivation tactics deploy personalized winback strategies, rather than applying a one size fits all approach. With RetentionEngine, Aura Bora’s subscription save rate is as high as 16%.

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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
Surely-wine-Cover

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.

Gleefull-Customer-Portal

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.

Gleefull-RetentionEngine

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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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.

Bimble

“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.

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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.

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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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HOP WTR Cuts Churn by 40% with Stay AI’s Flexible Bundles

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

40%
Reduction in Churn
10%
Boost in Subscriber Save Rate
36%
Growth in Monthly Recurring Subscription Revenue

How Giving Customers More Flexibility and Control Reduced HOP WTR’s Churn by 40%

 

HOP WTR founders Jordan and Nick always loved the ritual of kicking back with a cold, hoppy beverage. Knowing they needed to be at their best both personally and professionally, they came up with an idea: a brew that was still hoppy — but booze free. HOP WTR is a non-alcoholic, sparkling hop water that includes a proprietary blend of stress-busting hops, adaptogens, and nootropics. It’s now available online and in thousands of stores across the U.S.

Challenges

HOP WTR had a long-standing subscription program with another platform, but Brad and Ryan felt their prior provider had gotten complacent when it came to new features and releases — the kind that Stay was already building. For example, the team had been looking at some creative bundling strategies but was unable to implement them because of the level of development work it would require. They needed more flexibility, and a more forward-thinking partner.

 

The Solution: Stay AI

The HOP WTR team found Stay to have the forward-looking approach to innovation they were looking for, including an advanced bundling solution out of the box. After discovering all of the other features available on the platform, like the ExperienceEngineRetentionEngine, and the ease of use of the analytics, moving to Stay was a no-brainer.

“Our data showed that the vast majority of our subscriptions were either the Mixed Pack, or a Month Supply, which is a 36-pack. Our goal was to offer a more customizable kind of mix pack, which is a Month Supply, but now they actually mix and match products. We wanted to give more flexibility for people who wanted to buy in bulk and get that price saving, but also offer them more customization opportunities. We were really looking at what that more flexible bundle product would do to move the needle in terms of churn, and at least the initial results are looking pretty strong.”’
— Brad Nogle, Head of Ecommerce, HOP WTR

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“There were a lot of features that Stay was thinking about that [our prior provider] hadn’t really developed or been thinking about yet. I think they had for a long time been the only player in the game, which I feel like made them a little bit complacent, and they just weren’t advancing their products as much as we liked.”

Brad Nogle Head of Ecommerce, HOP WTR

Strategy

HOP WTR’s churn reduction is nothing short of incredibly impressive. Here are a few of the strategies they implemented to make it happen:

Slashing Churn with Advanced Bundles and Retention Strategies: Brad knows that their customers typically start with a variety pack to find their favorites, then mix and match after that. With Stay’s advanced bundling capabilities, HOP WTR subscribers have the flexibility to get exactly what they want — and it’s having a significant impact on churn rates. For customers that still do click the cancel button, they’re using RetentionEngine to send surveys and automate cancellation treatments, which has brought their save rate up to 10%. They also pass that information back to Klaviyo to customize future win-back messages based on cancellation reasons.

Engaging Customers with Promotions, Gifts, and Easy-to-Manage Subscriptions: Since switching to Stay, HOP WTR has seen a lot of success in improving engagement and reducing churn by prompting customers to manage their subscription and swap flavors. They use Stay’s Klaviyo integration and Quick Actions to send notification messages with easy links to the customer portal and one-click upsells. Up next, they’re planning a loyalty program that will send gifts to customers on order X and plan to optimize the program using built-in A/B testing.

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“We saw the key transition point was around 120 days, so we’re trying to build a welcome packed and some free gifts into ExperienceEngine up to that point, and we’re going to A/B test that to see how impactful it is at reducing churn”
— Brad Nogle, Head of Ecommerce, HOP WTR

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Funk It Wellness Boosts Subscription Revenue 44% with Stay AI

Migrated from: Recharge
Industry: Health & Wellness

Subscription Growth by the Numbers

44%
Growth in Subscription Revenue
78%
Decrease in Monthly Subscriber Churn
10%
Growth in Monthly Active Subscribers

First-time founder Kate Morton, a registered dietitian with a master’s degree in Human Clinical Nutrition, launched Funk It Wellness to help women deal with a variety of women’s hormone health needs – like PMS, PMDD, PCOS, and more. With her team, Kate has developed a suite of wellness products based on years of research and made of 100% real food, that can help women effectively balance their hormones and embrace their bodies.

Challenges

The crux of Funk It Wellness’ business is its subscription program and, while they also sell on Amazon, Kate is currently focused on boosting and retaining the brand’s DTC subscribers. She knew that meant the Funk It team would need a highly tailored retention strategy — but with the brand’s previous subscription provider, they ran into challenge after challenge.

Kate was disappointed with the level of both technical and strategic support, and her team was struggling to understand performance across the subscription lifecycle. Lacking platform support and data clarity made it tough to master subscriber retention. Ultimately, Kate knew she needed a partner that would give her business the white glove treatment it deserved. After a friend referred her to Stay, she migrated from their previous solution in November 2022.

 

The Solution: Stay AI

Since migrating to Stay, Kate and team have been thrilled with their much-improved customer service experience — plus, she’s seen first-hand how valuable the ExperienceEngine features are in crafting a richer, more rewarding subscriber experience, based on actual customer behavior.

“We’re trying to make our DTC ordering experience as fun as possible, so we really like using the gifting opportunities to increase retention. And then on top of that, the reporting from Stay is really helpful — especially in recent months as I’ve been fundraising.”
— Kate Morton, Founder, Funk It Wellness

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“Retention is super important to us. We’re really focusing only on subscriptions versus one time purchases, so we wanted to have a retention strategy in place to keep the people that we’re getting.”

Kate Morton Founder, Funk It Wellness

Strategy

Since migrating to Stay AI in November 2022, Funk It Wellness is still growing and optimizing, having seen significant increases in overall subscription revenue and a decrease in churn. Some strategies they’ve implemented to achieve these results include:

Leveraging Stay’s Churn Reporting to Understand Subscriber Dropoff: After using Stay’s robust reporting, Kate identified trends in subscriber churn behavior and worked with her CSM to come up with a plan.

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Improving the Subscriber Experience & Reducing Churn with ExperienceEngine Promotions: With ExperienceEngine, it’s easy for Kate to set up promotions that deliver a free gift along with a specified order number, and A/B test those gifts to analyze how effective they are for retention. Since switching to Stay, Funk It has reduced subscriber churn by 22% and increased subscription revenue by 44% in 150 days.

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“We love using Stay. Our CSM is amazing — I email her all the time, and she’s so helpful. There’s always going to be issues with tech, so it was important to us to have someone who could actually help us with it. That’s the thing I think Recharge just doesn’t care about. They don’t care about small businesses and they don’t give you the time of day if something’s wrong.”
— Kate Morton, Founder, Funk It Wellness

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