Case Study: Bella+Duke achieves 30% fewer subscription cancellations with DigitalGenius

Bella+Duke prevent 30% of cancellations with an AI-powered widget

Bella+Duke, a pet food subscription company, faced the challenge of reducing subscription cancellations while easing pressure on its customer service team. The company needed a way to respond more effectively when customers tried to cancel, rather than relying on generic offers. It turned to DigitalGenius and its AI-powered widget, Digby, to handle cancellation requests more intelligently.

DigitalGenius implemented tailored cancellation workflows that varied offers based on each customer’s reason for leaving and also integrated vet nutritionist consultations into support when relevant. The results were strong: Bella+Duke reduced cancellations by 30%, achieved a 20%+ save rate on cancel requests, and reached a 92% CSAT for the cancellation use case. The solution also added an estimated £150 in lifetime value per customer and helped the team become more proactive.

Bella+Duke

Grant Guffogg

Senior Product Manager