UX Examples: How SaaS companies are reducing churn in crisis mode

Zoom
 Cancellation flow examples
Algolia
 Cancellation flow examples
Harvest
 Cancellation flow examples
 Cancellation flow examples
Pigeon
 Cancellation flow examples
 Cancellation flow examples
Zapier
 
 Cancellation flow examples
 Cancellation flow examples
 Cancellation flow examples
Delighted
 Cancellation flow examples
Ahrefs
 Cancellation flow examples
Buffer
 Cancellation flow examples

It’s triggered in the app billing page and directs the user to https://buffer.com/covid19, which is also shown on a banner on their homepage.

 Cancellation flow examples
Postable
 Cancellation flow examples
Gusto
 Cancellation flow examples

A quick survey of the SaaS crisis landscape

 Cancellation flow examples

Churn prepping: How to shore up against churn

Understand user motivation
Step into the shoes of the customer: What are the alternatives?
Build a customer journey & pinpoint churn triggers
 

Pay attention! Don’t serve up cancellation triggers on a plate to your users.

 
Use micro surveys to screen customer health
 Cancellation flow examples

Micro surveys for churn detection

What is smart UX?

 Cancellation flow examples

Agility is important in a crisis

Focus on building habit-driven engagement

 
 

Best practices for reducing customer churn during times of crisis

Be proactive in encouraging user feedback
Offer incentives and rewards
 Cancellation flow examples
Go above and beyond in providing value
 Cancellation flow examples
Consider: How do you measure success?

Key takeaways for sustainable churn reduction