Hoop

Hoop is an AI retention agent designed specifically for Shopify subscription brands, focusing on reducing subscriber cancellations and increasing customer lifetime value. It addresses the challenge of retaining subscribers by engaging directly with customers at the point of cancellation, aiming to convert cancellation requests into saved subscriptions through tailored conversations and targeted offers.

The platform integrates with existing helpdesk and subscription billing systems, allowing it to manage the entire retention process from the initial cancellation request to updating the subscription status. When a subscriber initiates a cancellation, Hoop intervenes by first asking for the reason behind the cancellation, capturing this information in real time rather than relying on delayed exit surveys. Based on the brand’s retention policy, which can be written in plain English, Hoop selects and delivers the most appropriate save offer in the brand’s voice, adapting to variables such as subscriber tenure, average order value, channel, plan, and cancel reason. Offers can include options like pausing the subscription, changing delivery frequency, discounts, or product swaps, and these are applied directly within the subscription management tool without manual intervention.

Hoop also enables brands to A/B test different save offers without the need to rewrite macros or retrain staff, making it easier to refine retention strategies. Each interaction is logged, producing structured data on the cancellation reason, offer presented, outcome, and subscription value. This data is aggregated and reported, providing insights into save rates, top cancellation reasons, offer performance by segment, and the amount of monthly recurring revenue retained. The system is designed to become more effective over time as it learns which offers are most successful for different subscriber segments.

Setup is managed primarily by Hoop’s team, requiring minimal involvement from the client. Integration with helpdesk and billing tools is handled by Hoop, including the ingestion of recent cancellation history, and the retention policy is developed collaboratively. The tool was built by the Trello team and is backed by Index Ventures.