At-risk outreach, downgrade offers, win-back, exit interviews.
Churn-save replies fail when they sound like a sales motion. The customer has decided; your job is to find out if you can change the math, not to argue with the decision. Lead by acknowledging the cancel, then ask one direct question: what would change your mind today? If price is the issue, offer a discount or a downgrade in the first reply, do not negotiate over multiple emails. If features or fit are the issue, name a competitor that's actually better for them, you'll lose the deal but win the relationship. Never auto-extend a trial without asking. Pause is almost always better than cancel; offer it explicitly.
Trial ending: final nudge
Trial ends in 3 days; nudge toward conversion.
Open →Discount offer: at-risk
Account flagged at-risk; offer retention discount.
Open →Downgrade offered: alternative to cancel
Customer cancelling for cost; offer cheaper plan instead.
Open →Pause subscription option
Customer cancelling temporarily; offer pause instead.
Open →Cancelling: missing feature
Cancellation reason: missing feature.
Open →Cancelling: recent bad experience
Cancellation reason: recent bug or outage.
Open →Cancelling: switching to competitor
Customer cancelling for a competitor.
Open →Exit interview: request
Cancelled customer; ask for exit interview.
Open →Win-back: 3 months later
Reach out to churned customer 3 months later.
Open →Low usage: proactive check-in
Customer paying but barely using product.
Open →Renewal in 60 days
Annual renewal approaching; warm-up message.
Open →Renewal: formal quote
Send renewal quote 30 days out.
Open →Expansion opportunity
Customer hitting plan limits; pitch upgrade.
Open →Multi-year discount offer
Offer multi-year deal in exchange for discount.
Open →Price increase notification
Notify customer of upcoming price increase.
Open →Usage spike: heads up
Usage spiked; warn about potential overage.
Open →90-day inactive re-engagement
Customer dormant for 90 days.
Open →Team change: re-engage new owner
Original buyer left company; re-engage new contact.
Open →Enterprise renewal: strategy call
Schedule strategic renewal conversation with enterprise.
Open →Last-touch before cancel
Customer requested cancel; one final ask.
Open →Build a real macro library. Not a Google Doc.
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