There's revenue in your helpdesk.
We'll tell you how much.
Our retention audit runs a full analysis on retention through your helpdesk. You'll get a baseline save rate, an understanding of why subscribers leave, and which save offers actually work.
Free · Read-only access · Works with Gorgias, Zendesk, and Kustomer
This is what yours will look like
Here's a sample report with representative data, so you know exactly what you're getting. Every number gets replaced with yours.
Subscription Cancellation Audit
Analysis of 14,235 cancellation tickets across a 90-day window.
of cancel-intent subscribers have their subscription preserved by the end of the conversation.
Why subscribers leave
Stated reasons across 14,235 cancellation tickets, with verbatim customer language behind each row.
| Stated reason | % of cancellations |
|---|---|
| No reason stated | 29.4% |
| Didn't realize it was a subscription | 18.4% |
| Didn't work / no effect | 11.3% |
| Too much product | 10.2% |
| Side effects or health | 4.8% |
| Taste or texture | 4.4% |
| Shipping or delivery issue | 4.2% |
“I didn't realize I had signed up for the subscription, and haven't even opened the first pouch I bought yet.”Customer, cancellation ticket
Which offers save customers
Retention rate by offer type. The spread is usually wide, and usually a surprise.
| Offer type | Offered | Retention rate |
|---|---|---|
| Skip next order | 3,480 | 9.4% |
| Refund or credit | 3,042 | 7% |
| Change refill frequency | 2,581 | 6.2% |
| Pause subscription | 2,684 | 5.5% |
| Switch to a different flavor | 2,844 | 4.7% |
| Discount on next refill | 1,271 | 1% |
In this sample, skip-next-order retained 9.4% of customers offered it. Discounts retained 1.0%, and were offered to customers whose stated reason had nothing to do with price.
What the sample brand leaves on the table at a 10–15% save rate, plus preventable cancellations caught upstream. Your report shows this math with your volume, your AOV, and your offer mix.
About this report: figures are an illustrative composite, representative of patterns observed across direct-to-consumer subscription brands analyzed with this methodology. Not drawn from a single account. We produce this same report against your live helpdesk queue.
What you'll walk away with
Five answers most subscription brands are guessing at today.
Your baseline save rate
The number most brands can't produce on demand: of the customers who wrote in to cancel, how many still had an active subscription at the end of the conversation.
Top cancellation reasons, ranked
Every cancel-intent ticket classified by stated reason, with verbatim customer language. You'll see exactly why subscribers leave, in their words.
Which save offers actually work
Retention rate per offer type. In the sample audit, skip-next-order retained 9.4% while discounts retained 1.0%. Most teams are surprised by their version of this table.
How your team responds today
Offer rate, time to first reply, and how often a cancellation closes with no save attempt at all. The gaps are usually process, not people.
A quantified opportunity
What lifting your save rate is worth in retained revenue per year, with the math shown. Conservative, mid, and optimistic cases so you can sanity-check it.
How it works
One short call, one read-only connection, one report.
Grab a time
Drop your work email and pick a 15-minute slot. We'll confirm your helpdesk and subscription setup, and answer anything before you connect.
Connect read-only
We connect to your Gorgias, Zendesk, or Kustomer queue with read-only access. Nothing is written, changed, or sent. Your customers never know we were there.
Walk through your numbers
We analyze your last 90 days of cancellation tickets and walk you through the full report on a call. The report is yours to keep either way.
Connects read-only to
KustomerFrequently asked questions
What's your helpdesk save rate? This audit will tell you that and more.
90 days of tickets. One report. Zero cost.