The Retention Blog by Brightback

We have been busy working on a series of features to enhance the existing Brightback experience. With this release, we are excited to share these with you!

• Industry-specific retention benchmarks on your dashboard (Deflect, Save, Active Deflect Rate, Passive Deflect Rate)

• Audiences and Page groupings in the Offer Performance report for in-depth Offer analysis across your Cancel Experiences

• Time Based Attribution for Chargebee Billing customers for accurate save rates and valid revenue reporting

• Avoid repeat Offer Accepts w/ the Max Offer Redemption field and protect your revenue from “offer abuse”

• You can now edit 100% of your Experience copy directly in Brightback

• Enhanced URL Configuration to create dynamic URLs w/ embedded fields

• Pause both the orders and the renewal date on the Subscription for Chargebee Billing customers

Read on for more about each of these.

Benchmarks on Dashboard

We have been providing Brightback Benchmarks to customers during performance reviews for a while now, and are very excited to bring this data into our product with the Benchmark Widget on the Brightback Dashboard. This new widget allows you to compare your Deflect rate, Save rate, Active deflect rate, and Passive deflect rate to similar subscription businesses. We categorize our customers into subscription Business Models and Industry Verticals and then benchmark these rates across similar businesses within each.

This allows you to compare your performance to your peers' high, median and low rates. Want to understand if a 22% Deflect rate is good? Now you can! This allows you to set targets and goals for your retention efforts to ensure industry-standard save performance. We will be introducing additional Benchmark reporting down the road that provides deeper insights into Offer Performance and Cancel Reasons, so be sure to opt in now to take advantage of these proprietary insights! For more on how our Benchmark widget works, vist this help doc.

Offer Performance Report Enhancements

We recently released updates to our Experience and Offer Performance reports that introduce a new report layout that allows you to group by Audience, Experience, Offer Category and Offer Name. This additional flexibility gives you the power to see how your Offers are performing across the various Audiences and Pages you have deployed in your Cancel Experience.

These insights are essential to connect your Audiences to relevant Experiences, and also quickly recognize where there is an opportunity to improve. For more on the new Offer Performance report, read this doc.

Time Based Attribution for Chargebee

We have had Time Based Revenue Impact Reporting for Stripe and Recurly for a while now. This feature allows you to identify if Saved customers are still paying in your billing system, and attribute either the MRR or the Sub Price from billing for these customers. With this latest release, our Chargebee Billing customers can also take advantage of this feature and report accurate save rates. For more on Time Based Attribution for Chagebee, view this doc.

Offer Abuse Prevention

One of our most highly requested features has been the ability to limit users from accepting the same offer multiple times. With the new Max # of redemptions field, you can determine how many times a customer can take a given Offer before we restrict them from accepting it again. This new setting will help unlock Offer testing for several of our customers by allowing them to deploy Extension, Pause and Discount Offers without worrying about repeat abuse by customers. For more on the Max Redemptions feature, visit this doc.

Full Page Translations in-app

We have several customers who are running multi-language cancel experiences, and prior to this latest release we had to update the survey labels for them manually on our back end. These settings are now available to be edited at the page level as well as in the Branding Manager, so you no longer have to go through Brightback to deploy multi-language cancel experiences. Now step into new markets with the assurance that your retention engine will speak the language so you can craft messages that will resonate. For more on how to setup these Experiences, visit this doc.

URL Configuration

The process to configure URLs in Brightback has confused several customers, so we are making some changes to improve this experience. The new globe editor will give you a list of all of your mapped URL fields that can be pulled into this editor. The lightning bolt then allows you to embed dynamic fields into your URLs to use as variables, such as the Subscription id. For more on these URL changes, visit this doc.

Enhanced Pause Offers for Chargebee Billing

Our subscription ecommerce customers have asked us to provide enhanced Pause support to meet their various use cases for Pausing subscriptions. We have added two new configurations to our Chargebee Billing Pause Offer that allows you to select whether or not you want to extend the subscriptions renewal date by the pause duration and/or Pause orders and shipments. This allows customers the flexibility to define how their Pause offers are applied in Chargebee. For more on this enhanced Pause functionality, visit this doc.