In our last newsletter, we teased that we have some big features coming up and we are finally ready to present a couple of them!

BFCM

Q4 is finally here, and the metaphorical ecomm roller coaster is about to drop. If you haven’t started planning, it isn’t too late! More importantly though, if you need help ideating on how you can flex subscriptions during BFCM, let us know at [email protected]. We have a lot of experience, and are happy to assist.

Pro tip: Keep your eyes open for an email coming from us within the next few weeks. We’ll be dropping our BFCM Playbook, providing some key subscription, acquisition, conversion and retention strategies to help make this your most profitable BFCM!

New Features

Multi Step Cancel Flow

The cancel flow is an excellent way to address and solve for why a customer wishes to cancel. Too much product? Why not skip? Too expensive? How about a discount code?

However, in its current state, the customer journey is fairly limited, and short:

The customer selects a cancellation reason > They’re presented with a treatment > they either accept or reject the proposed solution (skip, discount…etc) > end of the experience.

At Skio, we understand that retention is one of the biggest components around subscriptions, so we gave our cancel flow a massive update!

• We’re proud to present the multistep cancel flow. Significant changes include:
  A clean flow-like UI making it easy to visualize and build the customer retention experience.
  Sub Reason: Sometimes, the initial cancellation reason doesn’t collect all the data you need.

For ex: I’m buying it from somewhere else - knowing the location/seller could be important information (ex: Walmart, Target, Amazon…etc). Now we can add a sub reason to the initial cancellation reason, to help drive the customer to the correct retention solution.

Multiple treatments: What’s better than presenting a solution to a customer’s problem? Presenting two solutions (or more). You can now chain multiple treatments, so if a customer rejects the initial proposed solution (ex: skip), they can be presented with another afterwards.

Interested in learning more? Read about it here. 

Journeys

Our automations feature is also getting a huge update! So big in fact, that we’re renaming it to “Journeys” to better reflect the value it adds to your customers. Most notable improvements include:

• Sharing a similar user interface to the multistep cancel flow, creating a single and seamless experience for you.

• A template library you can quickly implement, such as: Product swap, upgrade suggestion, and change discount over time

• Create a journey if a customer does OR does not meet the conditions (i.e. if conditions are met, do X, if not, do Y)

• New actions, such as triggering a customer portal banner to incentivize certain actions, like upsells.

• Triggering a notification (email, SMS, or via an app integration)

• And much more.

Find out more about Journeys here!

Quality of Life Updates

Customer Management Page

We’re excited to introduce our new Customer Page! You can now easily search for customers directly within the platform and access a comprehensive customer details view. This view provides insight into:

• Active Subscriptions: See all currently active subscriptions for a customer.

• Inactive Subscriptions: Quickly review a customer’s previously cancelled subscriptions.

• Order History: Review one-time and subscription orders at a glance.

• Customer-Level Audit Log Events: See a list of audit logs related to customer actions like logins, payment method updates, and more.

In addition to these insights, the Customer Page allows merchants to take immediate actions on a customer’s subscriptions, such as modifying or pausing subscriptions, directly from within the page. This integration significantly streamlines the management process and reduces the need to navigate multiple sections of the platform.

Show/Hide Variants in the Customer Portal

We’re excited to share that you can now hide specific product variants from your customers in their portal! 

Simply navigate to the Skio Admin > Tools > Products > Select the desired product > and under “Show in edit products page for customers”, toggle “Only allow certain variants to be shown”. From there you can select the variants you’d like the customers to select from.

Partners

Want to make 2025 your most efficient year yet?

On October 9th, join us for a digital workshop featuring experts from Digioh, Postscript, Tapcart, Rebuy, and Skio’s very own Aidan Thibodeaux. 

We’ll show you how to use your existing tech stack to go beyond vanity metrics and turn them into increased conversions and lower acquisition costs.

📅 Date: October 9th, 2024 ⏰ Time: 11 AM PST / 2 PM EST

 What you’ll learn:

• How top Shopify brands are driving real marketing efficiency in 2024

• Proven strategies to make your tech stack work smarter, not harder

• How to increase conversions and reduce acquisition costs using real data

Speakers:

• Aidan Thibodeaux, Skio

• Val Geisler, Digioh

• Mike Manheimer, Postscript

• Neal Goyal, Tapcart

• Aaron Dungca, Rebuy

• Blake Imperl, Digioh, Moderator