Churnkey Docs
Analytics

Sessions

Track each interaction that a customer has with your Cancel Flows

Sessions track every customer's interaction with your Cancel Flow, from initial trigger to final decision. Sessions are the primary data structure Churnkey uses to track, analyze, and report on customer retention efforts.

How it works

Whenever a customer starts the Cancel Flow, a session will be created to store the customer's information and their interactions, for example, their Survey Cancellation response. The result of a session, called Session Outcomes, will be used to generate metrics such as the Save Rate, Offer Performance, and help in understanding cancellation reasons.

Where to find

By the bottom of the Cancel Flow's Analytics page, you'll find the Activity Stream. Within it, every session will have its own record with:

  • Customer email
    To help you identify who this session belongs to.
  • Subscription Information
    Such as Start Date and Price.
  • Session's Date
    The exact time in the customer's timezone when the session occurred.
  • Cancellation Survey Response
    To allow you to understand why your customers are leaving.
  • Customer's Feedback
    To help you connect with their true feelings about your product.

activity-stream-record

If the customer does not reach the Cancellation Survey or the Freeform Feedback, their session won't have any of this data.

Session Outcomes

The Session Outcome is the customer's resulting action of a session. As mentioned in the Save Rate, the outcomes can be separated into two major groups: Cancelled and Saved.

The Saved Customers are distributed in more detailed results as Abandoned, Paused, Discount, Contact Support, and Redirected.

Cancelled

The customer went through all the steps of the flow and opted to cancel their subscription

Abandoned

The customer started the Cancel Flow but closed it without taking any action.

Paused

The customer accepted to pause their subscription for a certain period.

Discount

The customer accepted a coupon offer.

Contact Support

It's mandatory to have the handleSupportRequest integration. Your implemented support tool will be called once the customer clicks the button.

Redirected

This is the result of "Send to Custom Page". After clicking the button, the customer will be redirected within the same browser's tab to the configured link.

Bounced Sessions

Customers may start multiple Cancel Flows in a short period of time. With multiple sessions, Churnkey only takes into consideration the most relevant session for the metrics. Sessions that are not relevant are tagged as Bounced and are not considered in your metrics.

The timeframe to mark a session as bounced is 24 hours. This means that the difference between the bounced and most relevant session can be a maximum of 24h.

Example of a Bounced Session

Consider a customer with an active subscription who created two sessions within a timeframe of 5 minutes:

  1. Started a Cancel Flow at 9:00 AM
  2. The customer did not take any action and closed the Cancel Flow
  3. Session recorded and marked as Abandoned
  4. The Abandoned Session increases the Save Rate
  5. After 5 minutes at 9:05 AM, the customer starts the Cancel Flow again
  6. Now, they opt to Cancel their subscription
  7. New session is generated with Cancelled as the outcome
  8. Previous Abandoned session is marked as Bounced
  9. The Save Rate decreases because of the Cancelled Session
The customer generated an Abandoned Session by step 2. Until this moment, we counted this session as a Save in the Save Rate. When they opted to Cancel by step 4, we marked their previous session as Bounced and removed it from the metrics. From here, we only consider the Cancelled Session for the Metrics.

session-bounced

Reactivation Rate

The percentage of customers who pay at least one invoice after being saved

Click-to-Cancel Compliance

Implement automatic compliance with global subscription cancellation requirements