Captions · AI video editing app
Show each customer's plan and renewal status in the support chat and prioritize
Tailors replies; churned and premium users jump the queue; no numbers
Unknowncustomer-supportcancellation-flow
What they did
The Intercom SDK on iOS, Android and desktop passes email, device, OS version and app opens. Three RevenueCat fields appear on every conversation: latest entitlement (plan), expiration date (trial or subscription) and status (auto-renew on or canceled; RevenueCat built this one at Captions' request). Rules let canceled-trial, churned or premium customers skip to the front of the line, skip the AI agent, or reconnect to the agent they last spoke with. Replies are tailored per billing platform (Apple, Google, Stripe).
What happened
Replies are already so fast the priority bump may not matter much.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“there's three RevenueCat fields that are sent automatically when a customer messages us. It's the latest entitlement, which means what plan they're on. It is their expiration date,”
“and we have rules where those customers can either skip to the front of the line, or they can skip the AI agent completely and even get reconnected to the agent they last spoke with.”
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