At-risk outreach, downgrade offers, win-back, exit interviews.
Churn-save replies fail when they sound like a sales motion. The customer has decided; your job is to find out if you can change the math, not to argue with the decision. Lead by acknowledging the cancel, then ask one direct question: what would change your mind today? If price is the issue, offer a discount or a downgrade in the first reply, do not negotiate over multiple emails. If features or fit are the issue, name a competitor that's actually better for them, you'll lose the deal but win the relationship. Never auto-extend a trial without asking. Pause is almost always better than cancel; offer it explicitly.
Trial ending: final nudge
Copy-paste email template for the final trial-ending nudge three days out from conversion.
Open →Discount offer: at-risk
Copy-paste email template offering a retention discount to an account flagged at-risk before they cancel.
Open →Downgrade offered: alternative to cancel
Copy-paste email template offering a cheaper plan instead of a full cancellation when cost is the driver.
Open →Pause subscription option
Copy-paste email template offering a subscription pause when a customer is cancelling temporarily.
Open →Cancelling: missing feature
Copy-paste email template for a customer cancelling because of a missing feature, with status and a beta offer.
Open →Cancelling: recent bad experience
Copy-paste email template for a customer cancelling after a recent bug or outage, with the post-mortem and a credit.
Open →Cancelling: switching to competitor
Copy-paste email template for a customer cancelling to switch to a competitor, with one honest fit-check question.
Open →Exit interview: request
Copy-paste email template inviting a recently churned customer to a 15-minute exit interview for honest feedback.
Open →Win-back: 3 months later
Copy-paste email template for a churn win-back attempt three months after the customer left.
Open →Low usage: proactive check-in
Copy-paste email template for a paying customer barely using the product. AI agent can flag low-usage accounts before customer success steps in.
Open →Renewal in 60 days
Copy-paste email template warming up a customer 60 days ahead of an annual renewal.
Open →Renewal: formal quote
Copy-paste email template sending a formal renewal quote 30 days out from the contract end.
Open →Expansion opportunity
Copy-paste email template pitching an upgrade to a customer hitting the limits of their current plan.
Open →Multi-year discount offer
Copy-paste email template offering a multi-year discount in exchange for a longer contract commitment.
Open →Price increase notification
Copy-paste email template notifying a customer of an upcoming price increase with effective date and grandfathering details.
Open →Usage spike: heads up
Copy-paste email template warning a customer about a recent usage spike and the potential overage cost.
Open →90-day inactive re-engagement
Copy-paste email template re-engaging a customer who has been dormant on the platform for 90 days.
Open →Team change: re-engage new owner
Copy-paste email template re-engaging a new contact when the original buyer leaves the customer company.
Open →Enterprise renewal: strategy call
Copy-paste email template scheduling a strategic renewal conversation with an enterprise customer.
Open →Last-touch before cancel
Copy-paste email template for one final ask after a customer requests a cancellation, with no pressure.
Open →Build a real macro library. Not a Google Doc.
SupportWire's macros learn from your replies. Variables auto-fill. AI suggests the right one.