As a best practice, most SaaS/subscription companies should be reminding customers in-app when they are past-due.
However, the problem is very solvable without throwing another pop-up messenger into the mix.
All you'll need are two core components:
Card update page. Since users are already logged in and easily identifiable, a billing page on your website works best. If you don't have a billing page, Churn Buster can host a page for you.
Intercom. Other in-app messengers would work too, but with the popularity of Intercom we'll focus on this integration with Stripe.
How to set it up:
In the following steps, we'll show you how to set up Intercom notifications to work in unison with your Churn Buster campaigns.
If you have a billing page where customers can update their card, we'll be using that URL.*
- Connect Intercom with Stripe. There is an intercom/stripe integration built-in, so no code is necessary: https://docs.intercom.com/integrations/stripe-integration
- Set up your first message. Target an Intercom popup that looks for "stripe_delinquent" to be "true."
We suggest serving a friendly notification:
Hi Ken! Quick note: we're having trouble processing your [company name] payment. We'll keep trying. If you need to update your payment information, go here. Thanks!
3. Set up your second message. Target an Intercom popup that looks for "stripe_subscription_status" to be "unpaid."
You can be a little more direct with this message:
Hi Ken! We've been having trouble processing your [company name] payment, and your account is currently delinquent. Please update your payment information right away to avoid interruption to your service. Thanks!
For more a more aggressive approach, it's often effective to lock people out of accounts. Generally we'd recommend this at least 5 days after initial failed payment, and it could take the place of your Unpaid status popups.
*If you’d rather use a Churn Buster hosted page for card updates, let us know.