Churn BusterUpdated 2 years ago

Gorgias' partnership with Churn Buster offers a seamless flow to your failed payments recovery.

Integration benefits

Create tickets in Gorgias for high-value Churn Buster opportunities — to keep track of customer billing issues in one location, easily access card update links, and take action with customers who need extra attention.

Late-stage payment recovery escalation

Churn Buster runs an automated process for recovering customers with billing issues. If nearing the end of the process without a successful recovery, open a ticket so your team can step in for a manual save.

1. Follow the steps in the Scheduled Action section (at the bottom of this page) to create the zap trigger and specify how many days after payment failure you want the zap to fire (e.g. Day 22).
2. Add the zap action to create the ticket (Gorgias doc).

Example message

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[Customer Email Address] has a [Campaign Amount] failed payment, and our automated emails to them are not able to be delivered. Please check on the campaign status and reach out to the customer if needed.

Customer ID[Payment Processor Customer ID]

Link to Churn Buster campaign:https://app.churnbuster.io/accounts/_/live/campaigns/[Churn Buster Campaign ID]

Card update link:[Capture URL]-------------------------------

• Items above in [brackets] are campaign data properties sent over from the Churn Buster webhook.‍

High-value campaign alert

When a high-value customer fails a payment, notify your team to reach out or keep an eye on recovery efforts.

1. Follow the steps in the Scheduled Action section (at the bottom of this page) to create the zap trigger and specify when to fire the zap.
2. Add a filter step to the zap using the webhook data point "Event Campaign Amount Cents" (e.g. if you want the zap to proceed for $50 orders and above, enter "5000").
3. Add the zap action to create the ticket (Gorgias doc).

Bounce alerts

Open a ticket to notify your team when a Churn Buster email bounces.

1. Select "New Email Bounce" as the trigger when you set up the Zapier integration.
2. Add the zap action to create the ticket (Gorgias doc).

Example message

[Customer Email Address] has a [Campaign Amount] failed payment, and our automated emails to them are not able to be delivered. Please attempt to identify an alternative email address and reach out to this customer personally to update their card.

Customer ID[Payment Processor Customer ID]

Card update link:[Capture URL]

Issue: Hard BounceDescription: [Bounce Description]Details: [Bounce Details]-------------------------------

• Items above in [brackets] are campaign data properties sent over from the Churn Buster webhook.‍

Manage dunning replies in Gorgias

With Gorgias email forwarding, replies to failed payment emails create a Gorgias ticket to handle customer inquiries in your normal workflow.

Scheduled action

Setup instructions

Create the zap

Log in to Zapier and click the "Make a Zap!" button in the top right corner.

1. In the top left, name your Zap: "Churn Buster Campaign Alerts" or something similar
2. When prompted to choose a Trigger App, search for "webhook" and choose "Webhooks by Zapier"
3. Choose "Catch Hook"
4. Click Continue (if prompted, ignore the notification to "Pick off a child key")
5. Copy the URL on screen (it looks like: hooks.zapier.com...) and add it to your webhook action here.
6. Click "Send a test"
7. Add a name to the webhook
8. Click "Save Webhook"
9. In Zapier, click "Ok I did this"
10. Click "Continue" to complete the trigger step

Add the action to your campaign schedule

Once you've created a webhook action, follow the steps below to add the action on Day X.

1. Go to your campaign schedule in Churn Buster
2. Click “Edit” in the upper right
3. Scroll down to the Actions section and click “Add” next to your webhook. (This will move the webhook up into the Campaign section)
4. Input the day you want the action to run.
5. Scroll to the top and click “Save”