A subscriber cancels. Hyzl calls within a minute.
The reason they left is never clearer than in the minute after they press cancel. Hyzl is on the phone inside that minute, and what it can offer depends on one thing: whether the subscription is still running.
What happens.
Every line is something the workflow actually does, not a diagram of it.
- A subscriber cancels. Hyzl calls within a minute, while the decision is still warm.
- Still running, the offer is to stay on the plan they already have. Already ended, it texts a link to come back.
- Still active: the cancellation is scheduled, but the plan runs to the end of the period they already paid for. Hyzl offers to un-cancel it at a discount on that same plan. Nothing new to buy — the subscription simply keeps going, and the discount is applied to it.
- Already ended: there is no subscription left to un-cancel. Hyzl texts a link to come back, or charges the card already on file for the plan they just left when they say yes on the call. App Store subscribers get a win-back offer code to redeem instead, because Apple owns that renewal.
In order.
Each step is a real setting in the workflow, in the order it happens.
- Within a minute
Hyzl calls. The cancel event lands and the phone rings. Nothing waits for a morning batch, because the reason they cancelled is still the thing on their mind.
- Just before, optional
A heads-up text. One line, so an unknown number is not the first thing they see. Off by default; on when your members expect the warning.
- Second dial only
Voicemail, once. Two dials a minute apart, because a phone on Do Not Disturb rings through on the second. The voicemail goes on that one, never the first.
- Right after the call
The offer, in writing. A text with the same offer that was discussed, and a link that holds it for 24 hours. One link, one price, no small print to find.
- One tap
“Keep my plan.” The link opens on the plan they already had. One tap un-cancels it — nothing to re-enter, nothing to reinstall, no new subscription to pick.
Two to five script and discount variants run against each other on this moment, set up with our team. You see which arm each person got, and what it did.
the win-back rate of an untouched holdout. 18.6% came back against 6.9%.
Members-only dating app · Holdout measured, three weeks, App Store verified.