Stay Winning with Our Newest Feature: WinbackEngine 🏆

Stay Winning with Stay AI’s Newest Re-Acquisition Tool, winbackEngine.

It’s well known, and confirmed through the intensive research of the retention experts at Stay, that brands are 40% more likely to convert a former subscriber than they are to convert a brand-new one. If brands are not continuously optimizing subscriber winback processes, they’re most likely leaving money on the table. And that is something nobody wants!

An in-depth understanding of customer churn and the tools to take action on it are vital to your brand’s sustainable growth and long-term success.

But what tools are available to brands putting in this kind of work?

Building a winning process for bringing back churned subscribers with Stay AI can be broken down into three main steps: 

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1. Segment for Churn Risk to Mitigate Customer Churn

First, to optimize your churn prevention and winback processes, you need to deeply understand which customers churn, when they do, and why. Collecting cancellation reasons in something like a cancellation survey can help you identify why customers are churning. Still, for a more in-depth understanding, you need to know which customers are at risk of churn. 

This is why we’ve made some exciting updates to Stay’s proprietary AI and how it identifies customers who are at risk of churning.

With our newest updates for segmenting customers, you can drill down even more into churn risk or non-churn risk subscriptions, export that information for use in different tools, and tailor specific workflows based on churn risk status. This gives customers a more personalized experience and lowers the likelihood of churn. For example, if you have a set of customers at-risk of churning, you can send them a targeted email with a special discount or a free gift.

While working to prevent churn is critical, so is winning back your churned subscribers. 

But how do you confidently reach out to churned subscribers, knowing you’re more likely to win them back if you reach them at the most optimal time? 

Not only is Stay prepared to empower you to understand why your customers churn, but we’ve also built a tool that will tell you the perfect time to reach out to those who already have.

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2. Leverage AI to Find the Perfect Time for Re-Acquisition

Optimizing the timing of winback communication is vital. If you reach out too early, the customer might be reminded of why they canceled in the first place, but the more time passes, the harder it is to re-engage subscribers and bring them back to the value of your products.

Right now, your winback flows most likely require being triggered by a Subscription Cancelled metric and adding a manual time delay after that. These time delays are typically calculated by the product’s lifecycle or sent at an industry standard of around 90 days. In more advanced cases, you might A/B test until you find the right timing for winback outreach. 

The problems with the current system boil down to:

• A manual process to optimize the timing of the winback email post-churn.
• Optimization doesn’t happen until after the A/B test reaches statistical significance (if at all).

So, how do you optimize a process that was previously guided by gut feeling, industry standards, and time-consuming A/B testing?

We’re excited to share our newest tool, winbackEngine, built for brands like yours that are ready to take the next step in customer retention by re-engaging churned subscribers with an innovative winback system.

WinbackEngine takes the guesswork out of winback timing and learns the most probable time for re-acquisition to send tailored emails to the subscribers who have churned. No more manual work on your end, and no more A/B testing on your own! 

With winbackEngine, you can utilize Stay’s machine learning model to input a time delay range, which our machine learning models will use to test and optimize timing based on the success of your reactivation flows.

Then, a winback Ready event metric will be passed to Klaviyo, which you can use to trigger your winback flow, whether you custom-build it or use Stay’s pre-built winback Flow template.

Now, you won’t have to guess at the perfect time to reach out to churned subscribers. You’ll be able to build winback flows with full confidence, knowing that our proprietary AI has determined the best time to re-engage your churned subscribers.

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3. Crafting Engaging Winback Emails

Finally, you’ll need to craft engaging winback email flows that highlight the value of your products and remind those churned subscribers why they loved it in the first place. 

You can outline the benefits of subscribing and offer a unique ‘come back to subscription’ discount. The key to these emails is to showcase value and remind churned customers of the benefits they gain when they re-subscribe.

Here are some fantastic examples from brands like Beekeepers Naturals and A Pup Above.

This subscription reactivation email from A Pup Above combines humor and an emotional appeal with a reactivation discount to incentive churned customers to resubscribe. A Pup Above keeps it light, while reinforcing the subscription value props they offer: savings, convenience, and flexibility. They also offer an opportunity to provide feedback, and link out to social proof. Absolute 10/10!

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Changing the Game So You Can Stay Winning!

With your well-crafted winback emails, these updates to the accessibility of churn risk metrics and our newly innovative winbackEngine enable you to build market-leading winback flows with an increased likelihood of success. Other solutions can’t offer the same AI-powered tools that get even smarter over time and continue to supercharge your churn mitigation and winback strategies.

Stay AI wants you to stay winning, so we build the tools that change the winback game to ensure you do. Interested in learning more? Book a Demo with our team today!