Hi @OliviaC!
I love the approach that @In the Inbox shared. I have a client who also found taking the time to improve the process for frustrated/ disappointed customers to get connected with the CX/Customer Support team significantly decreased the rate of returns. Not quite the same context, but pretty similar in terms of retaining customers and revenue that would’ve otherwise been lost.
One thing you could do as part of the CX process @In the Inbox shared is find a way to share with Klaviyo the data behind why people canceled their subscriptions. That could enable you to build flow filters or conditional splits into the logic of the “winback” flow you’re wanting to build.
So for example: If Recharge has a post-cancellation survey that collects reasons why people canceled, I would expect that the Recharge integration could send those reasons to Klaviyo as custom profile properties. Then a list of people who need to talk to your CX team could be sent to your team, perhaps via integration with Gorgias or whatever help desk you use… And the people who’ve canceled for reasons like they have still enough product, or they’re trying to “pause” and save money for the time being, can be entered into the queue for this “winback” flow without causing any customer frustration that might blow back on your CX team.
I hope this helps!
~ Gabrielle
Klaviyo Champion & Marketing Lead at ebusiness pros