# Hoop

> Hoop is an AI retention agent for Shopify subscription brands. It plugs into Gorgias, Zendesk, or Kustomer, intercepts every cancellation ticket, and runs a real save conversation in the brand's voice: it asks why the subscriber wants to leave, then matches the offer to the reason. Built by the team behind Trello, backed by Index Ventures.

## Product
- [Homepage](https://www.hoop.app/): What Hoop does, how it works, ROI calculator, FAQ
- [About](https://www.hoop.app/about): Company story and founders (former Trello leadership team)
- [Integrations](https://www.hoop.app/integrations): Helpdesk and subscription billing integrations
- [Blog](https://www.hoop.app/blog): Subscription retention research and product updates

## What is Hoop?

Hoop helps subscription brands retain more customers at the point of cancellation. It plugs into Gorgias, Zendesk, or Kustomer and intercepts cancellation tickets to run custom conversational save flows in your brand voice. Cancel tickets get answered 24/7, even when your team is offline.

You test new save offers by changing the policy in plain English, and save rate climbs as you learn what works. Other AI CX tools try to answer every kind of message and tend to fall flat on the actual save conversation. Hoop is built for one thing: boosting save rate. With customer acquisition costs climbing, retaining subscribers is the cheapest growth move there is.

## How Hoop Works

1. Hoop reads every cancel ticket the moment it lands in your helpdesk (Gorgias, Zendesk, or Kustomer)
2. The agent has a real conversation about why the subscriber wants to leave
3. It picks the offer most likely to keep them, matched to their stated reason
4. When they accept, the change writes back to your subscription billing tool (Recharge or Skio)
5. Every reason, offer, and outcome gets logged so you learn why subscribers churn

## Integrations

### Helpdesk
- **Gorgias**: Hoop intercepts and answers cancellation tickets directly in Gorgias
- **Zendesk**: Same save-flow automation for Zendesk teams
- **Kustomer**: Same save-flow automation for Kustomer teams

### Subscription Billing
- **Recharge**: Reads subscriber context, writes accepted saves back automatically
- **Skio**: Full read/write integration for save offers

### Commerce Platform
- **Shopify**: Hoop reads commerce data (order history, products, customer context) so every save conversation starts informed

Setup takes about 20 minutes via OAuth. No migration required.

## A/B Testing Save Offers

You test save offers by changing the policy in plain English. Tell the agent to try a new offer for a specific segment, and it runs alongside the existing offer until you see which converts better. No rewriting macros or retraining a team to roll out a test.

## How Hoop Compares

Gorgias AI and Intercom Fin are general-purpose support automation. They handle cancel tickets the same way they handle every other ticket. Hoop is purpose-built for subscription retention. Every cancellation gets a real save conversation with a tailored offer, and the headline metric is recurring revenue retained.

## Setup and Onboarding

Most subscription brands are live within a week. Hoop's team handles the integration and ingests your last 90 days of cancellation history. From there, the team works with you to write the retention policy in plain English. You run sandbox tests, then go live when you're confident.

## Safety and Control

Hoop runs in draft mode by default during onboarding, so your team reviews every reply before it goes out. Once you're confident in the output, you can let Hoop send replies on its own for cancellation tickets only. Your team can intervene at any point, and Hoop never touches ticket categories outside the cancellation queue.

## Pricing

Pricing scales with cancellation volume. Book a demo at https://www.hoop.app/ and the team will walk through the math for your numbers live.

## Who Uses Hoop?

- Direct-to-consumer subscription brands on Shopify
- Brands selling replenishment products (supplements, coffee, pet food, beauty, household goods) and subscription boxes
- Support teams on Gorgias, Zendesk, or Kustomer handling cancellation requests by email or chat

## About the Company

Hoop was founded by the former leadership team of Trello, who spent over a decade building one of the most successful project management tools in history before its acquisition by Atlassian in 2017. Hoop is backed by Index Ventures.

### Founders
- **Justin Gallagher** — Product, Engineering & Design (led these functions at Trello for 10+ years)
- **Stella Garber** — Go to Market (led Marketing at Trello)
- **Brian Schmidt** — Operations, Finance & Legal (led these functions at Trello)

### Culture
Hoop operates as a remote-first, asynchronous team across the United States. The team prioritizes customer focus, high-quality software, and the same distributed work culture they championed at Trello.

## Contact
- [Book a demo](https://www.hoop.app/): Schedule a walkthrough with the team
- Website: https://www.hoop.app

## Optional
- [Privacy Policy](https://www.hoop.app/privacy)
- [Terms of Service](https://www.hoop.app/terms)