The silent cancellation

When a subscriber cancels, the dashboard shows a number going down. What it doesn't show is the three minutes before: a user stuck on a screen, looking for a way to ask a question, finding none.

Exit surveys catch people after the decision. A chat bubble catches them before it. The goal isn't a clever save, it's a human reply while the problem is still small.

Be reachable where the friction is

Support buried in a footer link reaches the already-frustrated. Support one tap away in the product reaches the merely confused. That difference is most of the retention gain.

Reply fast, even if you can't fix it yet

"Looking into it, give me ten minutes" beats silence every time. Speed signals that someone is home.