Brightback with Chargebee 

Introduction 

The effective management of Customer Churn  plays a key role in the success of a subscription model business. The lack of a "One-Size Fits All" approach and the complexity associated with different churn categories make it difficult to make strategic decisions. This means you need a solution that empowers you with better customer insights and guides you to build customized offers that can help drive retention.

Brightback , offers you a platform with the tools needed to automate a successful retention campaign and gather insights while reducing churn. You can now choose to integrate your Chargebee site with Brightback, allowing you to easily optimize for increased deflection by providing the "right offer to the right customer at the right time".

Prerequisites 

The following prerequisites must be met prior to enabling Brightback with your Chargebee site:

  • You must have an existing Brighback account or sign-up for a Brightback account.
    The sign-up offers you a 30-day trial with Brightback for your Chargebee site. Learn more about Brightback's pricing  information.
  • Enable read-write access between Chargebee and Brightback.
  • The current integration support is limited to Customer Portal and Retention API.

Integrate Brightback with Chargebee 

Integrating Chargebee with Brightback can be classified into three main steps, these include:

  • Connect Brightback with Chargebee
  • Configure your Brightback Experience
  • Configure the integration using Customer Portal or Retention API

Connect Brightback with Chargebee 

  1. Login to your Chargebee site.

  2. Click Settings > Configure Chargebee.

  3. Click Brightback Retention from the Customer-Facing Essentials section.

  4. Click Sign-up for Brightback to initiate the integration by creating or logging into an existing Brightback account.

  5. Review the details retrieved using the email address associated with your Chargebee site and click Next.
    Note: You can make any necessary edits to the information within the fields.

  6. Complete the sign-up for a new Brightback account or proceed to Step 7 if you are integrating with an existing Brightback account.

    • Type required details and click Sign up or Join with Google to connect with your Google account. The email address field is uneditable and cannot be changed from what is configured from your Chargebee account.

    • Access your email client to view the email from Brightback and click the Activate Account link to initiate the activation of your Brightback account.

  7. Type your password in the applicable field and click Sign in to access your Brightback account.

  8. Once you create/access your user account you will be routed to the Brightback Dashboard and your Chargebee site is connected to Brightback via an API key we automatically generate.

Note: You can configure multiple Brightback sites that are associated with the email address registered by the user.

Configure your Brightback Experience 

Build a retention experience within Brightback that is optimized to retain customers.
As part of this process, you will upload your logo, create customized pages with survey reasons, configure how to manage cancellations and offers, setup your targeting, and finally publish these pages live.

See also

Learn more about configuring the Brightback Cancellation  experience.

Integration Options 

You can choose to configure your Brightback cancellation experience with Chargebee using the following options:

  • Customer Portal
  • Retention API

Customer Portal

The Customer Portal integration is for customers who use the Chargebee Portal to manage their customers subscription cancellations today. This approach is "no code" and when enabled, cancellations will be routed from the Portal to a Brightback page.

  1. Review your previously configured Cancellation Experience for Customer Portal  on Brightback.

  2. Select Customer Portal from the Integrate Brightback via drop-down list.

  3. Ensure that Reason Codes for subscription cancellations are disabled.

  4. Click Settings > Configure Chargebee > Checkout & Self-Serve Portal.

  5. Toggle ON the Cancellation via Brightback option.

  6. Once enabled, the other options within Subscription cancellation no longer displays.

  7. When the experience is published in Brightback the toggle will switch to On to indicate that you are receiving traffic to your Brightback pages.

Note

The toggle switch for these integrations cannot be turned off. To disable the subscription cancellation flow, you must disconnect the Brightback integration and ensure that your previous Cancel Experience is re-enabled.

Retention API

Customers who are using APIs to manage their subscriptions can now integrate with the Chargebee Retention API to initiate a Brightback cancel session. This approach is an alternative to the Brightback.JS, and can be leveraged to quickly add Brightback to your existing Chargebee Billing setup or a new billing site deployment.The Retention API integration is recommended for users with coding experience, follow the steps below to integrate:

  1. Review your previously configured Cancellation Experience for Chargebee API Retention  on Brightback.

  2. Select Retention API from the Integrate Brightback via drop-down list.

  3. Ensure that Reason Codes for subscription cancellations are disabled.

  4. Click Settings > Configure Chargebee > Checkout & Self-Serve Portal.

  5. Toggle ON the Cancellation via Brightback option.

  6. Once enabled, the other options within Subscription cancellation no longer displays.

  7. Review our API documentation  to enable the pre-cancel and cancellation APIs within your subscription workflow.

  8. When the experience is published in Brightback the toggle will switch to On to indicate that you are receiving traffic to your Brightback Pages.

Disconnect Brightback from Chargebee 

You can choose to disconnect your Brightback integration with Chargebee. However, it is important to note that this will also immediately stop any sync of customer data from Chargebee to Brightback that is used to manage subscriptions and cancellations, and impact your revenue reporting dashboards too.

Also, you will be required to Connect and Integrate Brightback with Chargebee if you wish to use this integration again.

Follow the steps below to disconnect Brightback from Chargebee:

  1. Click Settings > Configure Chargebee > Brightback Retention.

  2. Click Disconnect.

  3. Click Proceed within the pop-up box to complete the disconnect process.

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