Preventing Subscription Cancels via Customer Agent & Tracking "Saves"

[JGalvan0]

My org has a business model which incentivizes our customer care agents to persuade customers calling to cancel their service to avoid cancelling their subscription. For every customer the agent is able to prevent from cancelling, that call is considered a "save". 

How would we go about using / creating reporting (either custom or out of the box) that would allow us to track when a customer calls to cancel & is persuaded to keep our service?

Some examples of this would be a customer calling to cancel, & being downsold to a lower tier product. Another example of course is a "regular save" where the customer is persuaded to keep their existing service as-is. Is there any reporting available within Hubspot to track this sort of activity? Thanks in advance!

[Bryantworks · Accepted solution]

Hey @JGalvan0,

If these calls are logged as tickets (it's likely they should be), then when you close the ticket you can prompt for a Close Outcome based on conditional status logic.  From here, one of the outcomes could be a "Save" or "Save Downgrade", etc. that would allow you to track those.

[JGalvan0]

Thank you!  Just curious , as a follow up. Have you seen this same reporting capability available within "Husbpot Operations Pro" as an out-of-the-box feature? I've heard some talk of a baked in "win/loss" reporting metric there.