PROJECT OVERVIEW: At Thrive Market, retaining our customers is a priority for our business. Our Customer Service team spends much of their day speaking to customers that want to cancel their membership, and subsequently, extending offers to entice customers to remain members. We wanted to streamline this process so we could increase the efficiency of our Customer Service team.

GOAL:

1. Help minimize the number of help tickets that the Customer Service team receive on a daily basis.

2. Provide customers automated offers with the hopes that they can be retained

3. Allow customers looking to cancel their subscription a self help solution 

MY ROLE: Product Manager & UX Designer. Working with the Customer Service Manager, I mapped out the flow on the front end as well as on the backend CMS. I created wireframes for the added front and backend functionality and a Product Designer designed the front end designs. Working with the developers, I prioritized and managed the tickets and pushed them through QAT and production.  

LEARNINGS: Within the first few weeks of launching, thousands of tickets went through this flow, however, only a small percentage of them required no further action from the team. Many customers were creating duplicate tickets, so we tweaked the process to limit ticket creation to only 1 per customer and continued to refine the cancellation flow. The changes helped the team immensely to focus on the tickets that required a personal touch.

New Trial Cancel Flow - 6 month offer

This details out the experience on the customer facing frontend as well as the Customer Service management portal (Zendesk) and CMS backend (Magento).