Failed payments recovery efforts in Churn Buster happen automatically and behind-the-scenes. With Churn Buster, you are likely experiencing that most of your recovery efforts don’t require any effort on your part at all!
But what about when customers can't be reached via email? With these at-risk customers, you can take a proactive approach to recover their billing information.
What are at-risk campaigns?
A campaign is flagged as “at-risk” in Churn Buster when an email sent during that campaign has bounced, preventing us from verifiably reaching the customer.
- Note: If you don’t have any at-risk campaigns at the moment, this button is not visible.
Fix the customer’s email address
You might consider reviewing your at-risk list on occasion to spot errant email addresses. Sometimes these errors are obvious:
If you see any bad email addresses, update them in your subscription management system and the next campaign email will be sent to the new address.
When you fix an email that has been bouncing, it's often also a good idea to manually stop the campaign, reattempt the payment in your payment processor, and — if that payment fails — a fresh campaign will start.
Look for patterns
Regularly reviewing your at-risk list can give you insights into factors that help automate a solution.
For example, a high bounce rate may lead you to re-evaluate the experience where customers sign up.
- Would it be more beneficial to have a double opt-in process to validate customers' email addresses?
- Is a promotion or free trial boosting your new sign-ups in a way that doesn't lead to long-term retention?
Create an escalation process in Churn Buster
Churn Buster makes it easy to develop a powerful escalation process to get your support team involved with at-risk campaigns. Churn Buster integrations allow you to create alerts to notify your team at different stages of the recovery process.
These notifications could look like:
- an alert to your support team whenever an email bounces, prompting a manual outreach through alternative methods (e.g. phone call or different point of contact)
- notifications sent to a dedicated Slack channel
- a ticket created in your help desk software