Steps to get Brightback ready to launch for Chargebee Billing Merchants

Now that Brightback is a Chargebee Company, we have updated our integrations to improve the ease of deploying an integrated Cancel Experience between Chargebee and Brightback. To get started with Brightback, you will first need to sign-up for an account. You can do so by either reaching out to your account rep or by signing up for a trial at www.brightback.com. Once you have done so, you will be ready to configure the integration. Below are the steps required, along with a guide for each step. 

  1. Connect your Brightback App to Chargebee Site via API Key
  2. Enable Manage Cancels and Manage Offers in your Brightback Settings
  3. Update your Logo / Branding in Brightback 
  4. Configure your Cancel Pages w/ Survey Reasons and Loss Aversion Cards
  5. Determine Offers to Test and Add to Pages
  6. Publish your Targeting
  7. Determine how you will initiate a Brightback Session
    1. via the Customer Portal
    2. via the Brightback.JS
  8. Test and Deploy the Cancel Experience

Step 1: Connect your Brightback App to Chargebee using an API

To get started with Brightback, you will need to generate a Full Access (read/write) API key in Chargebee and link it into your Brightback App. To do so visit your Configure Chargebee settings and scroll down to the API Keys and Webhooks section. 

Click on API keys and you will be presented with a list of API keys that exist for your site already, or will have the option to create one. It is key to ensure that the API key has "Full Access" so that Brightback can update your subscription records to process the results of the Cancel Experience via our Manage Cancels and Manage Offers features. 

Once you have generated your key, return to Brightback and visit Settings > Integrations where you can add your Site Name (site id) and API key. 

The Site name can be found in the URL you use to access Chargebee. You need to ensure that this name is copied correctly for the integration to work. 

Once you have connected the integration, Brightback will automatically enable Enrichment and automap fields from Chargebee into your Brightback App. 

You can view and update the default field mappings here by clicking "manage" or you can continue onto the next step and start configuring your Brightback Cancel Experiences. Note, if you want to know more about how to integrate test sites with Brightback, view this help doc on Testing the Chargebee and Brightback Integration.

Step 2: Enable Manage Cancels and Manage Offers in your Brightback Settings

Once you have integrated Chargebee, we will display the configurations you need to determine how Brightback processes Cancels and Offers in your systems. To do so, navigate to Settings > Setup > Billing System in Brightback. 

Here you will see the option to configure the four features we support for Chargebee (Attribution, Enrichment, Manage offers, Manage cancels). We recommend that you enable all four of these features by default, as this will give you the full power of the integration between Brightback and Chargebee. 

Here you have the option to define how you process Cancelations in Chargebee via our Manage cancel API. The settings you choose here will override the settings in your Configure Chargebee page when you have traffic going to Brightback. You can choose to apply these settings at the App Level or customize them at the Page-level so that some Pages can be customized for a specific audience. 

Once you have configured these settings, you will be ready to move on to Step 3 and start editing your Branding and Cancel Experiences. 

Step 3: Update your Logo / Branding in Brightback 

The first step once you have completed the configurations for your Brightback setup is to add your logo and update your Branding in the Brightback Branding Manager. Navigate to Experiences > Branding > Edit Branding to access this editor. 

For more details on what you can do with our Branding Manager, visit this article. Once you have the page looking good, you are ready to move on to Step 4 and start editing the actual page content itself. 

Step 4: Configure your Cancel Pages w/ Survey Reasons and Loss Aversion Cards

The Page Manager is where you can edit your individual Brightback Pages and copy them to create new pages. 

We have designed this editor to allow you to easily copy and create new pages, so we suggest you start by editing the Holdout page and First Test Page, then you can copy these to create additional pages. 

The Page Editor allows you to configure all the individual components of your Cancel Page, starting with the Loss Aversion cards displayed at the top of the page and continuing on through the Survey and Page Footer. We cover this editor in detail in this article, which we suggest reading before diving into configuring your first page. It is important that you spend some time here to go through each section and configure it as you would like. 

Don't forget to set up your Page settings, as this is where you configure the URLs that canceled and saved users are sent to when they leave the Brightback Page. 

You also will want to take some time to ensure that you are adding the right set of Cancel Reasons to your Page. The Brightback Survey Reason library is here to help, where we have categorized the top cancel reasons we see across various subscription business models. Once you have configured this initial page, you can create copies of it to swap out different Offers and/or Loss Aversion cards for testing. 

Step 5: Determine Offers to Test and Add to Pages

The power of Brightback comes in the ability to mix and match different Offers to test and determine which Experiences will drive the highest Deflect and Save rates for various Audiences going through your cancel flow. To do so you will want to visit the Brightback Offer Library and browse the various options available to you. 

Brightback has defined six categories of Offers: Pauses, Discounts, Extensions, Plan Changes, Feedback and Support & Training. We typically suggest to new customers that they pick a few Offers from each category they can test them against each other and a no-offer Holdout to determine which performs best. We cover this in more detail in our Creating a Random Offer Test article. 

We integrate directly with Chargebee to update subscriptions with Discounts, Pauses, Extensions and Plan Changes. You can configure these in the Billing tab within the Offer Editor. 

Note: You need to ensure that you have set up your Coupons in Chargebee to apply to the eligible plans. If you try to apply a coupon offer that is not set as eligible for All Plans, you will need to define an Audience in Brightback with that Plan as the criteria and only apply the Discount Offer to those who are eligible for it. 

Step 6: Publish your Targeting

Once you have added Offers to your Pages, it is time to navigate to the Targeting tab and define the rules for how your Pages will be displayed to end-users. Here you can either choose to target Pages by specific %s or by Audience Rules. 

If you don't know if you should start with Audiences or not, we typically advice you to start simple and add complexity as you learn. You should only include an Audience to start if you do not want to show a certain Offer to a specific Audience, ex: a monthly skip Offer does not apply to Annual Plans. Otherwise we recommend testing Offers first, then adding Audiences to your testing down the road, per the Brightback Testing Methodology

Step 7: Determine how you will initiate a Brightback Session

There are two ways to initiate a Brightback Session, depending upon who you are managing Subscriptions in Chargebee. 

Via the Chargebee Customer Portal

If you are using the Customer Portal to manage your customer's subscriptions, then you can now integrate Brightback without writing any code!

To do so, all you need to do is navigate to your Configure Chargebee > Checkout & Self-Serve Portal and enable the toggle for "Cancellation via Brightback." When you enable this setting, customers who hit "Cancel subscription" in the self-serve portal will be routed to your Brightback page based on the logic you have defined in Step 6.

When you have enabled this setting, we will hide the remainder of the cancellation settings here as they are now handled in Brightback.

Before you do so, you will want to ensure that you do not have Reason Codes set to required in your Chargebee settings. Navigate to Configure Chargebee > Advanced Settings > Reason Codes > Subscription Cancellation and ensure this is not set to mandatory. Once you have done so, you are ready to navigate to step 8. 

Via the Brightback.JS

If you are not using the Chargebee Customer Portal to manage subscriptions, you will need to add the Brightback.JS to initiate a Cancel Session. You will need to ensure you pass the Chargebee Subscription ID for that subscription via the Brightback JS. 

This ChargeBee Subscription ID is captured dynamically from the brightback.js code snippet (or from your Salesforce CRM account) when the user first initiates a session by clicking to cancel. If you haven't already, review the documentation on how to install the brightback javascript snippet

If you need assistance setting up the Brightback.JS, please reach out to support@brightback.com. 

Step 8: Test and Deploy the Cancel Experience 

Once you have determined how you will initiate a Brightback Session, you are ready to test and deploy your Cancel Experience. Depending upon how you are setting up the flow, there are a few different options for Testing. We cover these in more detail in this article.

Once you are satisfied with your testing, you can deploy the Cancel Experience live to your customers. If you are a Portal user, you can do so from Configure Chargebee > Checkout & Self-Serve Portal. 

If you are using the JS, you will need to update your Account Management page to route traffic to Brightback when users hit the cancel button. Once this is done, you can sit back and watch the traffic come into your Brightback Dashboard and Reports

That's all there is to it. If you need help with any of the ^, please reach out to support@brightback.com and we will assist you. 

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