Upsell or Cancellation Retention

Upsell Retention Procedure

Step 1: Ensure the contact is authenticated

Action: Confirm the customer is contacting via an authenticated email.

• If they are authenticated proceed to Step 2. 
• If not authenticated, Request Authentication and assist as normal.

Please Note: If the customer is using abusive language, appears irritated/irate, threatening CFPB/BBB/FTC/Legal/etc, skip Upsell efforts and process inquiry as normal.

Step 2: Review for Eligibility

Action: Offer Upsell to eligible Monthly customers.

1. Locate the customer’s profile in Admin
2. Check for Upsell Offered notation on Profile page.
   1. If offered within the previous 60 days, proceed with assisting with their original inquiry.
   2. If not offered, proceed to step 3.
3. On Ava Products tab, confirm they have an Active Ava Card and aren’t already at the maximum credit limit.
   1. If they don’t or are at the maximum credit limit, proceed with assisting with the original inquiry.
   2. If they do, proceed to step 4.
4. Navigate to the Subscription Details tab.
   1. Confirm the customer isn't already receiving a discount.
5. Click View Offers
6. Click Winback Offers
7. If the customer doesn’t have a Winback offer available, proceed with addressing their original inquiry.
8. If the customer has an Upgrade offer available, at the bottom of your response addressing all the customer’s concerns, use Macro Upsell::Discount Offer 
9. Submit the ticket as Pending.
10. Notate on Admin Upsell Offered Ticket #XXXXXX

If the customer accepts the Upsell offer:

1. Locate the customer’s profile in Admin
2. Navigate to the Subscription Details tab
3. Click View Offers
4. Click Upgrade Offers, followed by Preview
5. Send Macro Upsell::ACH Authorization
6. Submit the ticket as Pending.
7. If the customer confirms the ACH authorization, navigate to the customer’s profile in Admin.
8. Navigate to the Subscription Details tab
9. Click View Offers
10. Click Upgrade Offers, followed by Preview
11. Click Charge
12. Send Macro Upsell::Annual Upgrade Confirmed

Step 3: Retention Tracking

 Action: Track our retention efforts.

1. Update Tracker: 
   • Select Upsell and proceed to next screen https://docs.google.com/forms/d/e/1FAIpQLSfTbR_M4X1n6F0jdkxX7faPrP9JMaAz2LfQlHFhL4gIocyKMw/viewform?usp=dialog

Cancellation Retention Procedure

Step 1: Ensure the contact is authenticated

Action: Confirm the customer is contacting via an authenticated email.

If they are authenticated proceed to Step 2. 

If not authenticated,

1. Acknowledge and Validate: Express regret and confirm the request.
2. Request Authentication and provide app steps for cancellation
   • If authentication is received, proceed with Step 2.

Please Note: If the customer is using abusive language, appears irritated/irate, threatening CFPB/BBB/FTC/Legal/etc, skip directly to Step 4.

Step 2: Acknowledge & Diagnose 

Action: Respond immediately (within 2 hours) using Retention::Initial Acknowledgement.

1. Acknowledge and Validate: Express regret and confirm the request.
2. Gather Information: Gently prompt the customer for the specific reason they are leaving. This is crucial for selecting the appropriate retention offer in Step 3.
3. Set Expectation: State that you are ready to process the cancellation but want to offer a quick solution first.
4. Change ticket Type to Task and set for 24 hours (next shift).
   • If the customer doesn’t respond, send app cancellation steps, and proceed to Step 5.
   • If the customer does respond, move to Step 3 or 4 depending on response.

Step 3: Tailor & Offer 

Action: Based on the customer's reply, use the most relevant section below.

Root Cause:

Price/Cost

1. Locate the customer’s profile in Admin
2. Navigate to the Subscription Details tab
   1. Confirm the customer isn't already receiving a discount.
3. Click View Offers
4. If the customer doesn’t have winback offers available, move to Step 4 Confirm Cancellation & Off-board .
5. If the customer has winback offers available, click Preview to see offers.
6. Use Macro Retention::Discount Offer & ACH Authorization
   1. If the dollar amount is $0.00, do not offer. Proceed with cancellation. 
7. Change ticket Type to Task and set for 24 hours (next shift).
   1. If the customer doesn’t respond, send app cancellation steps, and proceed to Step 5.
   2. If the customer does respond, move to Discount Offer accepted steps or Step 4 depending on response.

Discount Offer Accepted

1. Locate the customer’s profile in Admin
2. Navigate to the Subscription Details tab
3. Click View Offers
4. Click Preview for the accepted offer
5. Click Charge on the accepted offer
6. Refresh Admin and confirm subscription has been updated
7. Send Macro Retention::Acceptance: Discount Confirmation
8. Proceed to Step 5

Product Usage/Education/Feature Gap

1. Locate the customer’s profile in Admin
2. Utilizing Macro: Retention::Addressing Usage/Feature Concerns adjust and customize the response to address customers concerns and ask if they would still like to cancel.
3. Change ticket Type to Task and set for 24 hours (next shift).
   1. If the customer doesn’t respond, send app cancellation steps, and proceed to Step 5.
   2. If the customer does respond, move to Step 4 or Step 5 depending on response.

Cancellation Confirmed

1. Move to Step 4.

Step 4: Confirm Cancellation & Off-board 

Action: If the customer declines the offer in Step 3 or insists on immediate cancellation, proceed with cancellation.

1. Process Cancellation: Execute the cancellation in Admin.
   • Locate the customer’s profile in Admin
   • Navigate to the Subscription Details tab
   • Click Cancel
   • Check the Cancel subscription immediately box and Select “Customer Requested” in the dropdown.
   • Click Cancel Subscription 
2. Review account for Ava Card balance and/or Save and Build account balance, update Macro: Retention::Account Cancellation Complete appropriately and send.
3. Proceed to Step 5

Step 5: Retention Tracking

Action: Track our retention efforts and ensure conversation is complete

1. Confirm conversation closure: Review the conversation and confirm the correct closing response was sent.

   1. Ex: Retention::Acceptance: Discount Confirmation, Retention::Account Cancellation Complete
2. Update Tracker: 
   1. Select Upsell and proceed to next screen https://docs.google.com/forms/d/e/1FAIpQLSfTbR_M4X1n6F0jdkxX7faPrP9JMaAz2LfQlHFhL4gIocyKMw/viewform?usp=dialog