Churn prevention via subscription cancellation reasons
We're introducing a new way to understand and address subscription cancellations. This feature helps merchants reduce churn and understand its root causes, making it easier to take meaningful action and improve customer retention.
Customers who cancel in the Self Service Center are now asked to share their reason. Based on this feedback, you can offer targeted winback options to prevent churn. What’s possible today:
Capture direct customer feedback when customers cancel
Set up custom cancellation reasons in your Firmhouse project
Link specific reasons to offer customers alternative options instead, such as:
Pausing a subscription until a specific date
Delaying the next shipment for a set number of orders
Note: At this stage, we offer pause and delay winbacks. Discount-based winbacks are not yet supported, and will be part of a next release.
Insights in cancellation reasons and winback strategies
We have introduced a new segment titled "Churn Prevention" to our Metrics dashboard. This segment offers insights into both the quantitative and qualitative aspects of why customers are leaving and which winback strategies are effective in reducing churn.
The page is divided into three main sections:
Overview of key churn metrics. These metrics are essential for understanding your current churn rate and the effectiveness of winback efforts.
Detailed Analysis of Churn Prevention. Identifies which winback promotion is most successful at mitigating churn.
List of qualitative customer feedback. Details the reasons customers have for churning.
The dashboard allows for filtering, ranging from the last 7 days to the last 12 months.
Full support for Shopify Horizon theme in Firmhouse widgets and embeds
Our Shopify widgets and app embeds are now fully compatible with the Horizon theme, allowing for seamless subscription integration without the need for extra setup.
What's new:
Full support for Shopify's Horizon theme
Widgets and embeds automatically adjust for uniform styling across your store
Effortlessly integrated into your pages without the need for any additional setup
This enhancement ensures a more fluid experience for merchants utilizing subscriptions with the Horizon theme.
Mandate management for Project Managers and Finance teams
Project managers and members of the finance team now have the capability to access and control mandates directly from the subscription overview page, making it easier to handle mandates without leaving our platform.
With Mollie, the “Manage mandates” feature has been introduced, offering the ability to see a customer's current mandates and to initiate a new SEPA direct debit mandate.
Using Adyen, this option shows the existing payment method and provides the option to Revoke it, assuming the user has the appropriate permissions.
For those using Stripe, it presents the current payment details and allows for the alteration of the Stripe Customer ID via the Edit feature.
Customers can now update their company name in the Self-Service Center
A minor yet significant enhancement: B2B clients are now able to change their company name themselves via the Self-Service Center (SSC). This diminishes the administrative tasks for merchants and ensures that records are up-to-date for accurate billing.
Make state selection optional per country
We've introduced a new option under Checkout → Preferences → Customer fields named "State required for country." This feature allows merchants to configure if they want to make the selection of states optional during checkout, though the default setting continues to mandate state selection for countries that have them.
This change offers an better checkout experience for across various markets and removes obstacles for buyers in countries where choosing a state is unnecessary, removing potential conversion killers.
Bug fixes & improvements
Country-Aware Liquid Pricing: All Liquid product object price variables now return the correct country-specific price when set for the product.
Localized Product Titles: Added product.localized_title, which displays based on the subscription's country (defaults to product.title if not specifically set).
Resolved an issue where free shipping was not applied correctly on SEPA plans by implementing a custom Shopify Discount rule. This solution is now available to other merchants if needed.
Localized Invoice Product Titles: Invoices now display localized/translated product titles instead of internal product titles when showing product lines.
Invoice Address Summary: Empty extra field answers no longer appear in order/invoice address summaries, preventing the display of blank fields.
