Brightback for B2B Subscription Businesses
As a B2B subscription service, you naturally have a closer relationship with your customers than the average transactional, direct to consumer business. Whether your exclusively self-serve or more of a self-managed success driven Business, Brightback can help.
Reduce churn with on-the-spot solutions
20% of your customers don't want to cancel. We derived that statistic from real Brightback customers. Some of the most saveable reasons for B2B services include failure to onboard or get set up, unable to see value in the product, or having a negative customer experience. By flagging these reasons at cancel, you can present targeted Offers that solve their problems on the spot, like 1:1 coaching sessions to help with onboarding, reminders for a lower tier plan if they aren't finding value using high-tier plan features, or a support contact to lend a helping hand.
Get insights for upstream improvement
Email exit surveys don't work. Only 2% of customers fill them out, and it's usually the vocal minority. For true insights into why your customers canceled, it's best to collect at the point of cancel. Brightback brings in data about why customers cancel, what competitors they're leaving you for, and how likely they are to return into a collection of beautiful, easy to navigate reports that tells the entire story of your customer's end of life.
Better than building
Building an automated cancel flow that not only collects insights but also actively deflects canceling customers with targeted Offers could easily take months of development. Additionally, where is the data going? Whose owning it? How are you making it actionable? All of these are cost considerations that come from internally building. Not only are you losing customers every month that could be saved during that time, the costs of engineering, product, and design resources are tremendous to any business. Meaningful ROI will take years to buy back, and your business will need to leveraging internal resources continuously for testing, optimization, and upkeep like fixes.
Reduce load on customer support
Brightback customers that measured Brightback up against costly traditional call center and manual customer support efforts of retaining customers have seen dramatic lifts in average revenue per saved user up to 78%, up to 50% reduction on support handle time, with minimal difference between number of customers saved. With low-value customers routed automatically through Brightback, success and support teams can focus time and efforts on high-value customers, bringing more overall value to the business.
Think Brightback could be right for your business?
Talk to one of our churn and retention specialists to see how Brightback can help you with your business: Get a demo.