Scope

How to use the Audience Manager in my Chargebee Retention dashboard to create a custom audience?

How to add eligibility for a discount offer for cancellers in Retention?

How to provide discounts for a specific set of cancellers based on their subscription period in Retentions?

Summary

In Chargebee Retention, you can offer a discount or pause for a subscription randomly across all of your cancellers. In your performance readout, you found out that cancellers were much more likely to accept a discount if they were in a trial or in their first subscription month and much more likely to accept a pause if their account was over 6 months old.  In addition to those findings, you may be concerned that cancellers might want to game the system by seeking out or doubling up on discounts and you want to add some eligibility for the discount offer. 

This can be achieved using some rules-based Audiences that you can use for targeting. 

1. Navigate to the Chargebee Retention dashboard > Audiences tab> Click on the New Audience button. 
2. You will land on an empty page with the option of creating either a single rule or a group of rules.  Start by clicking Add another rule and select a property, operator, and value.

Solution

For example, here are the Audiences you plan on creating. 

The Audiences tab

Log into your Chargebee Retention dashboard and click on the Audiences tab.

On your first visit, you will see that you don't have any rules created since your last test was applied randomly across all cancellers.

That makes sense when you are creating your first rules-based Audience, let's get started by clicking the New Audience button. 

Now we've landed on an empty page with the option of creating either a single rule or a group of rules.  Start by clicking Add another rule and select a property, operator, and value. 

The Operator represents the logic you would like to apply to the Value field. In the end, when a canceller's profile is passed through this rule we'll end up with a true or false result allowing them to view certain experiences or move on to another experience. 

Let's start by creating our discount-eligible, low-LTV audience.  In this example, our engineering team has passed a boolean we've called Discount Eligible that we've already mapped via Chargebee Retention.js.

If a canceller comes to a Chargebee Retention experience with the eligibility flag set as false, they won't pass this rule.  We also want to capture our low LTV users so we'll create a target audience with cancelers on a trial or if they are in their first 30 days of a paid subscription.  In that case, we'll add a group and allow either of those two to pass through. 

Let's add a group using the and operator and within that group create two rules using the or operator.

Easy enough! Let's use our mapped properties to assign some rules.

Okay, we've defined our first Audience.  Any discount eligible canceller with a Plan name trial or with their first 30 days of a paid plan.  Click publish and your Audience is ready for some traffic. At this point no traffic is flowing through our Audience rule yet, we'll tackle that in our follow-up article on Targeting Audiences. 

Pro Tip:
Don't forget to give your new audience a meaningful name!

Note: The rules editor in Chargebee Retention is case sensitive, so you will need to ensure you match the field values properly, we have seen users mixup `trial` with `TRIAL` for example. The best practice is to apply an OR criteria when you could have multiple spellings or cases for a field. 

Accounts older than 180 days

Now that we've set up an audience for our early LTV users let's create another rule-based audience for our cancellers who have been members for more than 180 days.

Start by clicking New Audience and you'll see another empty definitions box ready to apply some rules.  For these folks, we're sending them all to our "Pause" page regardless of their discount eligibility.  We know everyone will have a paid account by the time they are six months in so we can ignore their plan type or name for this example. Choose your previously mapped subscription start date, the is before days operator, and add in 180.

Chargebee Retention automatically uses the day of the cancel session as the reference date so anyone with a subscription 181 days or older will pass this rule and move on to the funnels we choose to target them with.  

Let's publish this audience and move on to our final group.  Those who did not fall into one of the above categories and have eligibility for a discount.

Everybody else

For the rest of our cancellers we'd like to continue the experiment but keep our test running between the discount and pause offer.  We can do that easily by setting up a third audience that includes all of our discount-eligible cancellers. 

Again, we'll only need one rule for this group. If they're eligible for a discount we can make them the discount offer. Click done and we're finished making Audiences for this example. In our article on Targeting, we cover how to create the targeting hierarchy for the Audiences you have added in the Audience Manager. 

if you would like to take a deeper look at all of the Property types and Operators that Chargebee Retention supports, take a look at our follow-up article on Properties and their associated Operators here. 

As always if you have any questions or get stuck at any point, please send over an email.