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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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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
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A Pup Above Lets Branding Shine with Stay AI’s Stunning Subscription Emails

Migrated from: Smartrr
Industry: Pet
A Pup Above Lets Branding Shine with Stay Ai’s Stunning Subscription Emails

Using Stay’s Drag-and-Drop Email Builder, A Pup Above Effortlessly Creates Beautiful & Branded Customer Communications

A Pup Above’s dog food is a dog’s (and dog owner’s) dream come true, with their inventive flavors and all-natural offerings. Founded by dog parents Ruth & Javier, their business is more than just a business – their mission of providing healthy, sustainable pet food is not just what they do, it’s who they are.

Admittedly, the pet products market is ever-growing, and it’s critical for brands like A Pup Above to stand out and make their mission known. That’s why the team is a fan of Stay Ai’s Native Email Builder.

A Pup Above stands out from the pack with two key branding elements: their bold & bright color scheme, and their stunning dog imagery. The team is passionate about keeping branding consistent across all touchpoints and channels, and their subscription emails are a part of that broader strategy.

All of their subscriber emails are designed down to a T – including upcoming order, payment failed, and subscription activation emails.

Many stores leave these emails unbranded and unoptimized due to the difficulty of customizing them with other providers. With Stay Ai’s drag-and-drop editor, APA has been able to build beautiful, optimized emails that capture their tone of voice within minutes.

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Stay’s email editor’s capabilities rival that of a full-fledged ESP, with no coding necessary. Whenever updates are needed, it takes just seconds to swap copy or imagery rather than a full overhaul and code export.

With Stay AI, A Pup Above’s subscription emails not only stand out from the pack – they lead the pack.

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Supercharge Your Subscription & Retention Strategy with Stay AI

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Flewd Keeps Subscribers In the Loop with Stay AI’s Rich Klaviyo Integration

Migrated from: Recharge
Industry: Beauty & Personal Care
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Learn How Flewd Uses Stay Ai’s Deep Klaviyo Integration to Connect with Their Subscribers

Flewd is revolutionizing the stress care industry – and their ever-growing, fervent subscription base backs that up with the data. The brand specializes in stress-making soaks, and with such a dedicated consumer base, their team knows just how critical it is to keep customers in the know at every touchpoint.

Strategy

The Upcoming Order email is a key communication for any subscription brand. After migrating to Stay Ai, Flewd dug in to the robust Stay Ai x Klaviyo integration to get unlock deeper insights and further customize these emails.

The Flewd team kicked off their project with a clear vision for optimization. First, they wanted to know just how many subscribers were opening & clicking received upcoming order emails. Next, they wanted to run targeted A/B tests on elements such as subject lines and one-time order messaging within the emails, to see how they could boost performance.

Results

Flewd Used Stay Ai’s Drag-and-Drop Email Builder to Deliver Beautiful and Customer-Loved Emails

Stay’s integration with Klaviyo allowed the brand to craft stunning, value-rich emails. The refined Upcoming Order emails highlight exactly which product(s) customers are to receive in their upcoming shipment, and allow customers to make any adjustments to their order prior to shipment with Klaviyo Quick Actions. Stay’s dynamic block builder easily pulls in desires subscription information, making it easier than ever to create personalized and informative subscription emails.

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The Stay x Klaviyo Integration Allowed Flewd to Review Their Tests & Further Optimize Their Flows

With Klaviyo analytics, the Flewd team was able to quantifiably measure the impact of their tests, and optimize accordingly. After making gains with the Upcoming Order Emails, the team further leveraged the integration’s industry-leading trigger options to send personalized emails for a variety of additional circumstances, such as welcome emails for new subscribers, post-cancel winback emails, and check in emails for customers with multiple order skips.

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Supercharge Your Subscription & Retention Strategy with Stay AI