Case Study: VEED recovers 14,000 failed payments and retains 5,000 customers with Churnkey
Key results
The challenge
VEED is an online video editing platform launched in 2018 that grew to tens of thousands of subscribers and $7 million in annual revenue. Despite this growth, the company faced unsustainable customer churn. The team wanted to reduce churn while keeping the cancellation experience free of tricks or dark patterns.
The solution
VEED deployed Churnkey Cancel Flows offering tailored discounts and pause options, and used Dunning Offers and Intelligent Retries to recover failed payments. The team iterated on copywriting and offers to lift save rates.
“The aggregated data from our customers opened the doors for us to discover new features customers wanted but still needed improvement.”
JHJohn HamiltonPrincipal Product Manager at VEED
The results, in context
VEED retained 5,000 cancelling customers through tailored discounts and pause options and recovered 14,000 failed payments using Dunning Offers and Intelligent Retries. Copywriting and offer optimization drove an approximately 35% increase in the cancel flow's save rate.