Customer Center: Automate in-app subscription support

We’ve all seen that dreaded 1-star review from a customer who couldn’t easily find the option to cancel their subscription and ended up with an unexpected charge. It’s a frustrating experience for them and a negative impact on your business.

Imagine a more user-friendly experience where customers can easily cancel, change plans, request refunds, and even share their reasons for leaving. What if, in that cancellation flow, they were offered a discount or incentive to stay? Not only could you win back a customer even before they churn, but you might also avoid that damaging 1-star review.

That’s why we developed the Customer Center.

Customer Center (currently in Beta) offers mobile developers a customizable user interface so you can provide a seamless user experience with self-serve subscription management flows. Prevent churn with pre-emptive promotional offers, capture actionable customer data with exit surveys, and lower support volumes for common inquiries — all without any help from your support team.

The best part is: you don’t need a lot of engineering effort! With a single line of code, you can add a full-fledged customer center and configure all its aspects remotely from the RevenueCat dashboard.

 Why use Customer Center?

• Offer better customer experience: Customer Center lets customers manage their own subscriptions so they won’t have to wait for your support team to respond to tickets. You’ll save customers from digging through the store setting to find out how to cancel or change their plan just to get frustrated in the end.
  
• Prevent cancellations with pre-emptive promotional offers: Although there are great ways to win back churned customers, wouldn’t it be better to prevent churn from the start? Customer Center does just that. You can show attractive offers when users are about to cancel or downgrade their plan, so they’ll be less likely to hit that final “cancel” button.
  
• Improve your product with honest feedback from customers: The best time to get feedback from customers is when they’re in the cancellation flow. With Customer Center, you can ask your customers why they leave and use those insights to improve your product.
  
• Let engineering and support teams focus on more important matters: Customer Center lets you build an entire subscription management UI with a single line of code. All that’s left for you is to customize it via RevenueCat’s dashboard so that it matches your app’s branding and color scheme and has the same look and feel.

Some best practices with Customer Center

Here are a few pro tips you can use to minimize churn in your cancellation flows:

Tailor your promotional offer based on survey responses: When a customer taps “Cancel Subscription” in the Customer Center, you can let them take a survey first that asks why they’re canceling. If they choose a price-related reason as an answer, show them a promotional offer, like “1 month free” or a discount, to nudge them to reconsider their decision.

Use surveys to uncover non-pricing-related issues: Do most customers pick the “too expensive” choice in your exit survey? Before deciding to slash your prices in half, try showing a promotional offer first to a customer canceling their plan. If they pass on the offer, show them a survey to understand the real reason they’re canceling so you can prioritize your backlog accordingly.

What’s next for Customer Center?

We’re working on additional features to make Customer Center even better. Here are a few limitations of the beta version:

• It’s only available for iOS 15+ apps. But we’ll soon support other platforms.
• Limited visual configurations in the dashboard. However, you can still configure it via JSON (learn more in our docs).

Try it out and share your feedback

Customer Center is now in beta and available for all RevenueCat plans. Check out the documentation to get started, and let us know your feedback once you use it. We’d be happy to hear your thoughts and shape the next version to better cater to your needs.