This is a dynamic post with common questions, we add new questions regularly
Support
What if your servers don't work or answer quickly?
The short answer, If Google is up, so is your widget. Our platform is built on top of Google's infrastructure provider. Our no-code widgets (cancellation survey and pricing page) communicate only with a Firebase function. Functions are highly available, global and serverless. We keep the logic simple, use caching and access only firebase real-time database from them.
What if I do not have a cancellation button?
Your quickstart page is there to identify and visually show you if there's a missing step on the widget setup. The button is visible as long as the no-code snippet has been copied to the page. If you don't have limited access where only your customer can access, that's a different issue. You'll need that, or at least a place to load the button.
Survey shows a message saying I do not have access to this Survey. What do I do?
For security reasons, the survey only works for your configured origin. The message should show you a link to the settings page. The URL in the settings page needs to match the site the survey is hosted in.
Can you assist with the setup?
Absolutely yes! Our development team is there for you. Whether it's help with the integration, support with changes or customization, we are here to help!
Customization
How to customize the surveys to fit my brand and colours?
The survey stylesheet can be overridden as you see fit. Any style can be changed, no co-branding is required. Drop us an email if you need support doing so or have new ideas for the survey.
What if I already have my own pricing page?
If you already have a pricing page but would like to use the Tentars' pricing widget for its capabilities (AB testing and analytics), we will be honoured to add a new template for you matching your current page or to support you if you prefer doing it on your own. Just let us know and we will do our best to support you.
Retention
How much should I offer as an incentive for my users to stay? how do I calculate that?
That is a complex topic. Our consultants are here to discuss your case and assist you. You can also check our blog for posts analyzing successful retention processes of well-known products.
What kind of questions should I ask in my survey?
You want to know why your users are cancelling so you can remove the root causes. Make sure you ask about what you think could have caused the cancellation. Bugs, cost, support and competition are commonly caused but each product is different.
Do you have email templates for the recovery message?
Yes. Our initial template is simple and straightforward and both content and style can be customized to fit your needs. We recommend not to over-style it too much. Short, concise messages work better.
Metrics
How is my Churn Rate calculated?
Our basic formula is:
revenueCancelledDuringTheMonth / (revenueCreatedBeforeStartOfTheMonth + revenueCancelledAfterEndOfTheMonth)
This is a literal extract from our codebase. Whether we count total revenue (with all currencies converted to your favourite one) or a number of subscriptions (giving all subscriptions the same weight) depends on what you choose to visualize in your dashboard.
Can I have more XYZ metrics?
Yes, yes! Do you have a kickass metric that's not in our dashboard? We'll add it for you.
