Zoom · video calling software
When people cancel, offer a cheaper, limited plan instead of losing them
Guest was offered $7/month instead of $15; no outcome data
Unknowncancellation-flow
What they did
Large subscription companies (The New York Times, CLEAR, Zoom) use cancel-survey answers to trigger save offers: 'too expensive' -> temporary two-month discount, bad experience -> support, too busy -> pause. Zoom offered the guest, paying ~$15/month, a hidden ~$7/month plan with a limited number of calls.
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