Retention software for consumer health companies.
Churnkey helps consumer health companies understand why members discontinue, respond at the right moment, and improve persistence across their member base.
Who we serve
Built for every kind of consumer health company.
GLP-1 & weight management
Compounded and branded GLP-1 and weight-loss programs.
Telehealth
Virtual care, consultation, and primary-care subscriptions.
Medications & Rx delivery
Recurring prescription and pharmacy delivery services.
Women's & men's health
Hormonal, reproductive, and sexual health programs.
Health & fitness
Coaching, nutrition, and fitness memberships.
Churnkey Data
There are 8 reasons why patients discontinue.
Tolerability
Side effects like nausea and diarrhea are the most common early discontinuation trigger.
Have too much medication
The right response is a plan change to a lower delivery frequency, or a pause until they work through what they have.
Food noise
Especially for GLP-1 companies. Patients think they can maintain weight loss after stopping.
Not getting desired results
Often tied to unrealistic expectations about the speed or degree of results.
Reached their goal
Members who hit their target goals and believe they can maintain without the medication.
Insurance now covers it
When coverage kicks in for a branded GLP-1, cash-pay members switch. Even the happy ones.
Planning to start a family
80% of GLP-1 program members are female according to Prime Therapeutics data.
The Insight
In telehealth, cost is the #1 stated reason to cancel, yet discounts convert the worst of any offer.
Why patients discontinue from their memberships
How frequent the reason is stated (%)
| Why patients discontinue from their memberships | How frequent reason is stated (%) |
|---|---|
| Doesn't fit my budget / cost too high | 34.1%#1 stated ↳ yet discount offers are accepted at just 6.4%, the lowest of any offer |
| Have too much / enough medication | 9.4% |
| Side effects | 8.5% |
| Just need my meds, not the rest of the service | 8.5% |
| Don't need deliveries anymore | 8.3% |
| Not getting desired results | 7.8% |
| Not happy with the service | 7.2% |
| Want to pick up at local pharmacy | 4.4% |
| Planning to start a family | 4.4% |
| Not happy with medication prescribed | 2.7% |
| Insurance issues | 2.1% |
| Stopped taking the medication | 1.4% |
| Reached my goals | 1.2% |
1Ask
Understand why members leave.
Via a survey step
Collects why the member is discontinuing.
Why are you leaving?
Your feedback helps us improve.
And a freeform feedback
Free text captures the nuance behind why members actually leave.
Anything else we should know?
Honest feedback helps us improve. We read every reply.
2Offer
Give them a reason to stay.
Pause
A pause temporarily halts the subscription for a set number of months. Members who are managing side effects, working through existing supply, or navigating a life change stay in the program without the pressure of an active charge.
Your body is still adjusting.
Most side effects resolve within the first few weeks. Take a month and check back in with your care team.
You have medication to work through.
Pause your deliveries until you are ready for your next shipment. Your program stays exactly where it is.
We will be here when you are ready.
Your progress and program history stay saved. Come back whenever you are ready to continue.
Plan Switch
A plan switch moves the member to a lower tier, a reduced delivery frequency, or a different billing cycle. For members who have accumulated supply or find the monthly charge unsustainable, it keeps them active at a cadence that works.
Adjust your delivery schedule.
Switch to a frequency that matches how you are actually using your medication.
Stay on your medication. Adjust what comes with it.
Keep the core of your program at a lower monthly cost.
Trial Extension
A trial extension grants additional time before the next charge. It gives members who have reached their goal or are experiencing food noise time to reconsider before making a decision.
Your body is still adjusting to the new normal.
Most members who stop here regain the weight within a year. One more month costs nothing and tells you everything.
The drug is still working.
Increased appetite at this stage is normal and expected. Your weight is stable. Stay on for 30 more days and check back in with your care team.
The best results are still ahead.
Take another 30 days before making a final decision. No charge until your new end date.
Clinical Contact
A clinical contact offer routes the member to a care team member before they finalize their decision. At 11.7% acceptance, it is the right response for any reason that requires a clinical conversation. Side effects, food noise, and unmet expectations all fall here.
Side effects are manageable.
Most can be addressed with a simple dose adjustment. Speak with your care team before making a final decision.
What you are feeling is normal.
Food noise returning at this stage does not mean the medication stopped working. Your care team can explain what is happening and what to do next.
Results vary by month, not just by person.
Most members see their strongest progress between months 3 and 6. Your care team can review your progress and adjust your protocol.
Adaptive Offers
Adaptive Offers uses machine learning to find the right discount amount and duration for each member rather than defaulting to a fixed percentage. Discounts convert at 6.4% in this segment, so this works best after other offers have been presented first.
Your next month is on us.
The first months matter most. Stay on and your next month is free.
You have earned this.
Keep your program at 20% off for the next full year.
Credits
A credit applies a one-time amount to the member's account rather than reducing the recurring price, giving them an immediate reason to stay without committing to a permanent pricing change.
This month was hard.
A credit toward your next cycle while you work through the adjustment period.
A gift for four months.
A one-time credit as a thank you for sticking with your program.
This month, pay less.
A one-time credit applied to your account today.
Churnkey Data
What actually saves members.
Price is the #1 stated reason to cancel, yet discounts convert worst. Members leave over results and clinical fit. Redirects and clinical contact perform much better than discounting.
Voluntary churn offers
Acceptance rate (%)
| Voluntary churn offers | Acceptance rate (%) |
|---|---|
| Redirect | 14.8%Best converting |
| Contact | 11.7% |
| Plan change | 8.4% |
| Discount | 6.4%Lowest |
| Pause | Data coming soon |
3Segment
Every patient is different. Treat them that way.
Segment by program stage
Route month-1 members into a different flow from month-12 members. Pass any attribute from your billing provider, or any custom variable you send directly, and use it to segment the cancel experience.
Segment by member type
A cash-pay member and an insurance-covered member are in completely different financial situations. Segment by whatever attribute matters most to your clinical model.
Segment by dosage tier
A member on a full dose and a member micro-dosing are in different places clinically. Give each of them a flow that reflects that.
4Optimize
Test, watch, and stay compliant.
A/B test your flows
Run a pause offer against a clinical contact for the same cancel reason. Let the data decide which one saves more members.
Stay compliant
Many consumer health programs operate under FTC click-to-cancel rules. Churnkey's compliance mode keeps your cancel flow aligned with consumer protection requirements without your team having to track regulatory updates.
Session recordings
Watch exactly how members interact with the cancel flow. See where they hesitate, what they skip, and what makes them stay.
Understand
The nuance is in the comments.
You are getting thousands of free-text cancel responses every month. Reading them by hand is impossible. Feedback AI reads every response for you.
Automatic categorization
Freeform feedback is grouped into emergent categories and themes for prioritization and analysis.
MRR connection
Rank the impact of your product feedback on your bottom line so you know where to focus your development efforts.
Intelligent search
Use natural language to search for specific feedback, themes, and customers.
Get started with cancel flows.
There are three ways to deploy Churnkey cancel flows in your stack. Pick one, or request a demo.
Request a demoFailed payments are recovered with three specialized tools.
Precision Retries
Optimized retry schedules and tactics enhanced by machine learning and adapted for your business' bespoke needs. Works effectively with banks without customer intervention.
Learn more
Omnichannel Campaigns
When retries can't solve a failed payment, Churnkey's omnichannel infrastructure gets to work across every possible channel, segmented in every possible way.
Learn more
Payment Recovery Wall
When retries and campaigns aren't enough, deploy in-app messaging to prevent usage in past-due accounts. Completely configurable, intelligent, and tasteful.
Learn more
Churnkey Data
The full recovery stack recovers ~29% of failed payments.
Got questions?
Common questions
Treat retention with the same rigor as a surgical process.
Churnkey is the retention infrastructure for consumer health companies. Keep more members on your program, ethically and at scale.
