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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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Momofuku Grows Quarterly Recurring Subscription Revenue 132% with Stay AI

Migrated from: New to Subscription
Industry: Food & Beverage

Subscription Growth by the Numbers

52%
Growth in Quarterly First-Time Subscription Revenue
132%
Growth in Quarterly Recurring Subscription Revenue
58%
Growth in Quarterly Add-On Revenue

Momofuku is a household name with restaurants across North America as well as a line of restaurant-grade products for home cooks. Dubbed by Bon Appétit as the “most important restaurant in America,” it’s played a massive role in the rise of Asian American cuisine in contemporary culture. Momofuku prides itself on its elevated branding that lets the quality of its ingredients shine through – which makes it all the more important that every single customer communication touchpoint is true to their brand guidelines and values.

Momofuku launched their home cooks subscription program with Stay Ai, shipping restaurant-grade noodles, sauces, seasonings, and more to loyal cooks across the United States.

Strategy

Creating Beautifully Branded Subscription Emails with Stay Ai’s Drag and Drop Email Builder

To help their subscribers get the most out of the experience, Momofuku used Stay Ai’s drag-and-drop email builder to craft beautiful customized emails using their own branding – combining their imagery with drag-and-drop content blocks.

From order activation to charge failed to order cancellation, every touchpoint that a subscriber receives is equipped with Momofuku’s stellar branding.

Developing and Optimizing the Easy-to-Use Customer Portal of Their Dreams

Using Stay’s no-code customizable Customer Portal, the team built a an easy access point for customers to manage their own subscriptions, add-on one time purchases, and adjust their subscriptions without CX intervention.

Since their first quarter on Stay, they’ve seen a whopping 58% growth in quarterly add-on revenue!

Testing A/B Promotions with Stay Ai’s ExperienceEngine

Using Stay Ai’s ExperienceEngine, the Momofuku team has launched A/B promotional tests – like discount offers, free gifts with purchase, and more.

With one test, they found that offering a free gift with an upcoming purchase increased conversion rate (customers didn’t skip, cancel, or pause that upcoming order) by 27%!

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Yumwoof Scales Monthly Recurring Subscription Revenue 24% in Just 60 Days on Stay AI

Migrated from: Recharge
Industry: Pet Care

Subscription growth, by the numbers:

24%
Growth in Monthly Subscription Revenue, in 60 Days
35%
Reduction in Monthly Subscriber Churn, in 60 Days
87%
YoY Growth in Monthly Recurring Subscription Revenue

About Yumwoof

Yumwoof is a new kind of dog food brand, on a mission to delivery the highest quality pet food, nutrition support, and meal plans created by holistic veterinary nutritionists. Founder & CEO Jason Lukas and his wife started the company with a goal of completely rethinking dog nutirtion, personalizing pet health to reduce inflammation that causes allergies, digestive issues, and more.

The Brand was facing challenges with their previous solution, Recharge

After using Recharge to manage their subscription program, Jaron and team started to run into challenges with the app, making it difficult to continuously scale their subscription program. The platform’s merchant-side user interface was difficult for the team to navigate, causing team frustration with accessing and actioning on subscription data. Additionally, customers found their self-service portal confusing to work with, negatively impacting the subscriber experience. Yumwoof needed a subscription solution that was easier to use — both for their team members, and their most valuable customers.

 

The Solution: Stay Ai

Jaron came across Stay Ai in early 2022 and found himself impressed with the app’s usability and the team’s forward-thinking innovation. After moving to Stay Ai, his team has been able to massively scale their subscription program. The time lost on wrangling a frustrating app has instead been spent on strategically building a high-performing, customer-loved subscription program.

“Subscriptions are a critical part of our dog food company and the ability to customize our order flows with a trial and provide a good customer experience are really important parts of our business that Stay Ai supports.”

Jaron Lukas
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Label: RetentionEngine.

Reducing subscriber churn with RetentionEngine.

When Yumwoof’s subscribers go to cancel, they’re now met with a smart cancellation survey that collects their cancellation intent reason, and then serves personalized rebuttals. Rebuttals include discounts, the option to change order frequency, and more.

Each rebuttal presented is strategically determined based on RetentionEngine’s robust AI, delivering each customer a response most likely to save them from cancellation. Within just 3 months of implementing RetentionEngine, Yumwoof was able to achieve a 20% subscriber save rate.

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Label: Workflows

Running trial-to-subscription offers, powered by workflows.

Yumwoof has a unique subscriber acquisition offer – new customers a are able to “trial” a smaller-sized (and discounted) pack of pet food that automatically upgrades to subscription. Unless the customer cancels, a workflow built in Stay Ai activates a SKU swap, moving the subscriber from a trial pack to a standard monthly-sized package of pet food. This is a highly effective subscriber acquisition strategy for Yumwoof, and is powered by Stay Ai’s workflows!

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Test the core of your subscription program with Stay AI’s proprietary churn-busting tools.

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Aura Bora Scales Subscription Revenue 207% in 4 Months

Migrated from: Smartrr
Industry: Food & Beverage

Active Subscribers Growth

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

How Aura Bora Grew Subscriber AOV by 10% and Overall Revenue by 207% After Moving to Stay AI

 

Aura Bora is one of the fastest growing companies in the food & bev space, with a diehard fan base that loves their “weird water” — sparkling water infused with herbs, flowers, and unheard-of flavor combinations like Basil Berry and Elderflower Grapefruit.

Many of these fans drink multiple cans of their favorite water daily, so it’s crucially important for Aura Bora to have a strong and engaging subscription program.

After migrating from Smartrr to Stay Ai, they saw a 10% spike in subscription AOV and a 207% lift in overall subscription revenue.

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Strategy

1: Great Gifts Every 5th Order with ExperienceEngine

Aura Bora loves keeping their customers 1) happy and 2) on their toes. One way they do this is with surprise & delight gifts on every 5th subscription order. This promo leads to brand loyalty through happier subscribers, longer retention rates, lower churn, and more brand awareness through more of their merch being out in the wild. They send fun things like bandanas, koozies, and more. In addition to driving increased retention, it’s also a great perk to drive increased subscription acquisition.

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2. Adding Klaviyo Quick Actions to Emails

A key part of Aura Bora’s strategy centers around dropping inventive LTOs every other month – new flavors that only last for a few weeks. They’ll then build hype for these flavors and sell them out fully via email and SMS. It’s crucial that Aura Bora’s most important customer segment, their subscribers, are easily able to try these new flavors. With this in mind, the LTO announcement emails they send to subscribers have “Add it to your upcoming order” CTAs that allow subscribers to quickly add the new LTO to their next box with just a click, rather than going through the whole checkout process. They also slate these buttons into their “upcoming order” transactional emails, again reminding subscribers about the new flavor that is currently available and letting them quickly add it. These tactics help them see major bumps in subscriber AOV come LTO season.

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3: Implementing RetentionEngine Cancel Flows

Aura Bora also uses Stay Ai’s proprietary Retention Engine to survey churned customers and get deeper insights into cancellation reasons such as “too much product”, “too expensive”, etc. Based on their responses, RetentionEngine can then utilize smart reactivation tactics to deploy personalized winback strategies to churned customers, rather than a one size fits all approach. By following up proactively and with the right approach, they’re able to reactivate churned customers and grow recurring revenue even further.

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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
Aura-Bora-Sparkling-Water

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
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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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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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Flock’s Improved Customer Experience with Stay AI Boosts Subscription Revenue by 28%

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

28%
Growth in QoQ Recurring Subscription Revenue
27%
Growth in QoQ Add-On Revenue
19%
QoQ Growth in Active Subscribers

How Stay AI Helps Flock Deliver Their Customers a Friendlier, More Intuitive Subscription Experience

 

Flock Foods was created to fill a need in the market for convenient, nutrient-rich snacks that fit into a low-carb, high-protein diet. Their original product, chicken chips are made from 100% real chicken skins and come in a variety of flavors. They’ve now expanded into an entire snack line, including pork curls and biltong air dried beef snacks.

Challenges

Flock’s prior subscription management platform took care of the basics, but over time the team noticed there were a lot of things that it couldn’t do — like cross-selling and upselling. Plus, the customer experience wasn’t great, and was taking up a lot of the CX team’s time. Customers couldn’t navigate the portal or reliably complete simple actions like updating billing information or even finding the products they were subscribed to.

 

The Solution: Stay AI

Emmet first discovered Stay AI after one of the founders reached out to him. The team switched over to Stay in the summer of 2022, and now they’re working on building out an even more robust subscription program than ever before.

“I just felt like Gina [Perrelli, Stay AI’s Co-Founder & CEO] and team knew what they were talking about. They knew exactly the pain points we were having with our prior platform, so it felt like we were in good hands. We trusted that what they were building was better, and it would be in the best interest of the brand to switch.”
— Emmet Kulka, Head of Special Projects, Flock

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“We knew we weren’t capturing as much value as we could from our subscribers. It was a group of people that loved our product, but we weren’t engaging with them or offering them anything beyond the subscription. And when we had a new product launch, we typically didn’t even market that to subscribers because we didn’t want them to cancel their subscription in favor of just doing a one-off.

Emmet Kulka Head of Special Projects, Flock Foods

Strategy

30% quarter-over-quarter growth is nothing short of a feat. Here are some of the strategies the Flock team implemented with Stay Ai to make it happen:

Driving Subscription Sign-ups with Email Upsells and Promotions: The team used Klaviyo to send subscription upsell emails to customers who have purchased twice or more. They’ve also run successful promotions with a 20% off incentive and promise of a free gift on order three.

Saving Customers from Churning with Flexible Subscription Management & RetentionEngine: Emmet and Serena are using RetentionEngine to deflect cancellations with special offers. Plus, Stay’s easy-to-use customer portal makes it easier for customers to manage their own subscriptions, giving them more options aside from cancellation and reducing CX tickets around subscription management.

Increasing Customer Engagement with the Brand’s Product Catalog: It used to be a big challenge for customers to try new flavors, because Flock’s subscription program didn’t support easy add-ons or flavor swapping. With Stay, they got a more flexible experience that made it easy to try other SKUs without impacting their current subscription. “It was a miss that people who loved our product the most and were subscribed didn’t have a chance to try our new stuff, but now it’s super easy,” said Emmet.

“RetentionEngine is a game changer as a quick touchpoint with a person who’s about to cancel. It’s so much easier to have them stay on at that point than it is to have them cancel and resubscribe.”
— Emmet Kulka, Head of Special Projects, Flock Foods

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“We always like to use the best in class in our tech stack, and we realized Stay was going to be the best-in-class subscription platform. Putting the subscription page out there for Flock customers, we knew that it would be something our brand could really feel proud of. We trusted that it would do what we wanted it to do.”

Serena Xue Strategy & Operations Associate, Flock Foods
Supercharge Your Subscription & Retention Strategy with Stay AI