A weekly subscription app · B2C · app known to the guest
Cancel subscriptions for people who pay but never open the app
Healthier than handling their complaints later; no numbers
Workedretentioncancellation-flowemail
What they did
Measure when a paying user who never uses the app should hear from you. This app sold weekly subscriptions; when users were still paying after 2 months (eight payments) without using the app, it cancelled their subscriptions right away. Lighter version: email users who paid on the web but never downloaded or opened the app ('You're not using the app, please download it' or 'reinstall or cancel').
What happened
The company considers it healthier for the business than collecting complaints later.
“they would sell a weekly subscription, and uh when in 2 months they realize that people are still paying for weekly subscription, so there were eight different payments”
“They know it's way more healthier for their business just to cancel the subscription rather than get all the complaints from the user later.”
Related topics
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More from this episode
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