Estimating Engineering Time & Effort
Integrating a Brightback cancel flow into your site or app is a two-step process that includes making a precancel request to retrieve unique cancel session URL's that you will expose to your user if they click cancel and considering how you will process cancels and offers as the user exits the Brightback experience.
The second part of the technical implementation is configuring how you will process cancels and offers. When it comes to designing the cancel page itself, your Admin will use the Brightback Experience Manager to design and build your content, targeting, and A/B tests.
Adding the Brightback.js code snippet
The basic Brightback JS snippet works all sorts of magic like:
- Redirecting canceling or downgrading users through the Brightback Page
- Identifying your user and customer account
Here's a visual of how we use the Brightback JS snippet to personalize your Brightback Page.
Processing offers and cancels
The second part of the technical installation is the actual processing of cancels and offers. This can be done:
- manually, by means of emailing all cancel requests and accepted offers to customer support.
- programmatically, using the brightback.js snippet on the cancel page, to update billing via pass-through URLs and/or Brightback webhooks
Implementation breaks down into three parts, with total engineering implementation time generally taking between 2 (low estimate) and 8 (high estimate) engineering days.
A. Sending the customer to Brightback
Phase 1 redirects your customer to the Brightback Cancel experience. At a minimum, this phase is required to set up Brightback.
|Low||Use only the Basic Fields in the JS snippet, like the name, email, internal-id to connect to a customer's account||1-2 Days|
|High||Bringing in Standard and Custom Fields like usage and activity metrics, plan, value, or other custom data points aggregated in other systems besides Salesforce.||2-4 Days|
B. Implementing OffersThis phase has to do with what happens on the Brightback Page, and how that's processed within your other systems (most notably your billing system). You'll need to define where customers are sent when they accept an Offer. More details on how that works here: Processing Cancels and Offers.
|Low||If you already have the functionality to process Offers like pausing an account or offering a discount built into a page, this should be easy-peasy! Simply pass a URL in the snippet that will redirect your canceller back to your app and trigger the action in your billing system . You can also do this without engineering effort by using email notifications to have your support team process manually. You can use the save_return_url to give a confirmation landing page, or send the customer back to their account||1-2 Days|
|High||If you don't have existing functionality to process Offers, and you don't want your support team to process this manually, this can be a timely step. You'll need to create landing pages to send customers post-accepting an Offer, or leverage webhooks to processes the Offer within your billing system.|| 2-4
C. Processing CancelsSimilar to phase 2, you'll also need to process cancels: Processing Cancels and Offers. You'll both need a place for your customer to go after confirming Cancel (a landing page) and a way to process the cancel with your billing system. If you don't have an online cancel in place, we recommend starting with using the email alerts to process manually, and creating a landing page with a confirmation message that support will process their request.
|Low||Like Offers, if you already have an online cancel system in place you can use your existing cancel confirmation URL and add it to the cancel_confirmation_url field in the JS snippet. You can also use the email alert functionality for your support team to process manually, then simply create a landing page to confirm post-cancel.||1-2 Days|
|High||If you don't have existing functionality to process Cancels, you'll need to create landing pages to send customers post Cancel, or leverage webhooks to processes the Cancel within your billing system.||2-8 Days|
Anything else I should know?
Everything else is covered in our Proof of Concept (POC) guide: What to expect from a Brightback POC.