Getting Started Guide

Since Brightback is such an integral part of your overall save strategy, we dedicate a Customer Success Manager to work closely with your team to ensure you get your page up and internal workflows running as soon as possible.

Getting up and running with Brightback takes 10 simple steps. After you design your first Experience in the Experience Manager, embed the Brightback Javascript snippet to your existing cancel button, manage notifications, and connect to your favorite apps. Start from step one and keeping going, or skip to any section below. 
  1. Manage your brand
  2. Edit page copy and survey elements
  3. Choose Loss Aversion cards
  4. Customize your Offers
  5. Install Brightback.JS
  6. Connect to all your favorite tools
  7. Invite your team
  8. Manage Alerts
  9. Marvel at your trends and insights
  10. Rinse and repeat

1. Manage your brand

Brightback looks and feels like your app for a seamless customer experience. Add logos, color scheme, and even custom CSS in the brand manager so your customer’s never knew they moved to Brightback.

To change the overall look and feel of your Brightback Page, head to the Brand Manager in the top right corner of your Experience Manager, and reference our step-by-step guide covering each editable element: Manage your brand.

2. Edit headlines, copy, and survey elements on your Brightback Page

Brightback redirects cancelling or downgrading customers through Brightback Experiences to view Loss Aversion Cards, gather insights from the Exit Survey, and use Offers to help them reconsider. Each Experience leads to a Brightback Page that holds all of these elements together. In the Page editor in the Experience Manager, edit headlines, copy, and survey elements on the Brightback Page.

For an in-depth breakdown of each Brightback Page element, view our Brightback Page guide.

3. Choose Loss Aversion Cards

Remind cancelling customers of all the good times you’ve shared with our Loss Aversion Cards. Choose two cards to winback hearts and minds in the moment. Loss Aversion Cards can show account activity, features, personal messages, social proof, invitations for engagement, or freeform images. 

To learn how to create and add Loss Aversion Cards, check out our Loss Aversion card guide.

4. Customize Offers and assign to Experience

Offers save customers from canceling by delivering the right fix to the right customer. The new Offer Library allows you to create offers in six categories: pauses, discounts, plan changes, extensions, feedback, and support & training. Test and target Offers to different audiences to maximize customer's saved. 

Click into any Offer to edit text, details, or links related to the Offer. To learn more about creating and editing Offers in the Offer library, check out our guide: Understanding Offers.  

5. Install Brightback

Brightback requires a technical install on your side to redirect customers through your Brightback Page. The Brightback JS snippet brings in customer data to personalize the cancel or downgrade flow to present Offers relevant to your customers plan, usage, or lifetime value. 

Follow these installation instructions to plug Brightback into your Cancel button: Installing Brightback

6. Connect to all your favorite tools

Brighback plays nicely with many of the tools in your stack to personalize the experience when customers land on your Brightback Page and help create workflows around saving and winning back your customers. Here's a list of who we work with, out of the box:

  • Salesforce - Use Salesforce Fields to personalize your Brightback Page and Offers
  • Slack - Get Alerts of Brightback Events in a Slack Channel
  • Intercom - Engage Canceling customers with chat from your Brightback Page
  • Segment - Connect Brightback Analytics to any other analytics tool
  • Stripe and Recurly - Connect your billing system to validate saved customers and calculate lost (and saved!) revenue. 
  • For everyone else, connect using Zapier!

7. Invite your Team

Combatting churn is a team sport, so it's important that all your team players get insights from Brightback. Not sure who those players are? We put together a guide on how each department benefits from Brightback insights.
Brightback plans include as many users as you need to access your analytics. No need to juggle licenses, simply get the whole team onboard. 

Adding team members is easy, just follow this guide: Add your team to Brightback

8. Manage Alerts and Emails

Alerts help keep you in the loop whenever a customer triggers events on the Brightback Page, like accepting an Offer or completing a Cancel. Receive Alerts by both Email and Slack, and configure them in the Settings menu following this guide: Manage Alerts.

Note: If you choose the Send Email Offer modal, especially recommended for missing features or customer support issues, the Send Email Alert controls that notification.

9. Marvel at your trends and insights

As customers move through your Brightback Page, your Reports start to populate. Here's where you can see the benefits of your Brightback Page become tangible and actionable. 

  • Monitor your Brightback Page performance on the Dashboard with the Deflection Funnel, Save, Cancel, and Watchlist Reports: Navigating the Dashboard
  • Unearth invaluable Insights into why people leave with the Insights Report: Understanding the Insights Report.
  • Discover how the reasons people leave (and what gets them to stay!) changes over time with our Trends Report: Discovering Trends.
  • Just want an easy, exportable list of all the customers that hit your Brightback page, Saves, Cancels, and Watchlist? Check out our Customer Pages: Getting to know Customer Pages.

10. Rinse and repeat

Once your first Brightback Experience has started deflecting customers from canceling and collecting details and data about your Customers, refine and optimize! Find out what works, what doesn't, and start building out multiple Experiences to test and target to different audiences, or explore different Flows like Downgrades, or adding another language, product, or brand: Explore Flows

If you need some guidance understanding the terms in this guide and throughout our help center, check out the Brightback Glossary to make sure we're speaking the same language: Brightback Glossary.

Need a little bit more help to get started? We're always here! Give us a shout with any questions: Contact Us

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