What are the estimated Engineering time & efforts while configuring Chargebee Retention?
Integrating a Chargebee Retention cancel flow into your site or app is a two-step process that includes making a precancel request to retrieve unique cancel session URL's that you will expose to your user if they click cancel and considering how you will process cancels and offers as the user exits the Chargebee Retention experience.
The second part of the technical implementation is configuring how you will process cancels and offers. When it comes to designing the cancel page itself, your Admin will use the Chargebee Retention Experience Manager to design and build your content, targeting, and A/B tests.
Low code: Minimal development time
|Cancels and offers managed via Chargebee Retention||Offer and cancel processing via URL|
Offer and cancel processing via Webhook notification
|Summary||Install the code snippet to route cancel requests to the personalized Chargebee Retention page, discover and target audiences. No billing automation. Use email, Slack, or a third-party tool to route requests to an agent.||Install the code snippet to route cancel requests to the personalized Chargebee Retention page, discover and target audiences. No billing automation. Use email, Slack, or a third-party tool to route requests to an agent.||Install the code snippet and include dynamic URLs to trigger billing updates for offers that require automation.||Adds full integration with billing to process offers + cancels, which further reduces support load, enables a more seamless user experience, and maximizes support productivity gains|
|Confirmation Pages||Static: ||Static: ||Dynamic. Billing updates triggered via a query parameter|
|Benefit and Difficulty||Low: Streamlines but does not reduce tickets||Low: Streamlines but does not reduce tickets||Medium: Automates (eliminates) the majority of canceled tickets ||High: Automates all support tickets except for hand-raises by customer|
|Engineering||1 - 2 days ||1 - 2 days||3 - 5 days||5 - 7 days |
|2 weeks||2-3 weeks||3 - 4 weeks|
Adding the Chargebee Retention.js code snippet
The basic Chargebee Retention JS snippet works with all options like:
- Redirecting canceling or downgrading users through the Chargebee Retention page
- Identifying your user and customer account
Processing offers and cancels
The second part of the technical installation is the actual processing of cancels and offers. This can be done by:
- Manually, by means of emailing all cancel requests and accepted offers to customer support.
- Programmatically, using the Chargebee Retention.js snippet on the cancel page, to update billing via pass-through URLs and/or Chargebee Retention webhooks
Implementation breaks down into three parts, with total engineering implementation time generally taking between 2 (low estimate) and 8 (high estimate) engineering days.
A. Sending the customer to Chargebee Retention
Phase 1 redirects your customer to the Chargebee Retention Cancel experience. At a minimum, this phase is required to set up Chargebee Retention.
|Effort || Description||Time|
|Low||Use only the Basic Fields in the JS snippet, like the name, email, and internal-id to connect to a customer's account||1-2 Days|
|High||Bringing in Standard and Custom Fields like usage and activity metrics, plan, value, or other custom data points aggregated in other systems besides Salesforce.||2-4 Days|
B. Implementing Offers
This phase has to do with what happens on the Chargebee Retention Page, and how that's processed within your other systems (most notably your billing system). You'll need to define where customers are sent when they accept an Offer. More details on how that works here: Processing Cancels and Offers
|Effort || Description||Time |
|Low||If you already have the functionality to process Offers like pausing an account or offering a discount built into a page, this should be easy peasy! Simply pass a URL in the snippet that will redirect your canceller back to your app and trigger the action in your billing system. You can also do this without engineering effort by using email notifications to have your support team process it manually. You can use the save_return_url to give a confirmation landing page or send the customer back to their account||1-2 Days|
|High||If you don't have existing functionality to process Offers, and you don't want your support team to process this manually, this can be a timely step. You'll need to create landing pages to send customers post-accepting an Offer, or leverage webhooks to process the Offer within your billing system.||2-4|
C. Processing Cancels
Similar to phase 2, you'll also need to process cancels: Processing Cancels and Offers. You'll both need a place for your customer to go after confirming Cancel (a landing page) and a way to process the cancel with your billing system. If you don't have an online cancel in place, we recommend starting with using the email alerts to process manually and creating a landing page with a confirmation message that support will process their request.
Anything else I should know?
Everything else is covered in our Proof of Concept (POC) guide: What to expect from a Chargebee Retention POC
Define the Chargebee Retention Testing Methodology
What types of data does Chargebee Retention recommend passing and why?
How to create the best offer in Chargebee Retention?
How to process Cancels and Offers in Chargebee Retention?