Managing Offer Experience

Introduction

How visitors experience and interact with your offers plays a critical role in driving engagement and conversions. Chargebee Growth Solution provides multiple presentation modes to deliver offers at the right time and in the appropriate format. This ensures offers are visible without disrupting the overall browsing experience. Once an offer is displayed, subscribers have the flexibility to view, accept, or reject it, with built-in controls such as cool-down periods to avoid overexposure. Chargebee Growth Solution also uses intelligent play eligibility logic to determine which offers are most relevant for each customer, giving you confidence that your subscribers see the right offers while maintaining performance across large or complex subscription catalogs.

Presentation Modes

Chargebee Growth Solution supports multiple ways to present offers to your subscribers. Each presentation mode serves a specific purpose and is available depending on your play configurations. Listed below are the options you can use to engage subscribers.

Modal

Modals are the most prominent type of presentation and are useful when you need the subscriber’s full attention. However, they are also the most interruptive, from a subscriber experience standpoint. For example, you can display a modal with plan options to encourage a customer to upgrade when a trial ends, or when they click an ‘Upgrade’ button.

Pop-ups

Pop-ups are less disruptive than modals. They allow your customers to continue browsing the page while the offer remains visible until the subscriber interacts with it. For example, you might use a pop-up to remind customers to renew on time, with or without an incentive.

Banner

Banners are the least intrusive option, occupying minimal space on the page while still conveying your message. For example, you can use a banner to highlight complementary products or services and redirect customers to a landing page for more details.

Subscriber Actions

When you proactively present offers through a play, user(s) of a subscription can select one of three actions that are detailed below:

View the offer

User(s) of a subscription can choose to view an offer within their context but take no immediate action. In this case, the offer will continue to appear every time the play is triggered, as long as the user remains eligible.

Multiple users of the same subscription can view the offer as long as they meet the eligibility criteria. The offer will remain visible until an action is taken.

Accept the offer

User(s) of a subscription can accept the offer by clicking the CTA. Depending on the configuration, specific actions may be performed when the user clicks the accept offer CTA. Once accepted, the user(s) become ineligible for additional offers from the same play.

However, they may still see offers from other plays once the associated cool-down period has expired.

Reject the offer

User(s) of a subscription can dismiss the offer by clicking the close[x] button. When a user of a subscription rejects an offer, the same offer from the same play will not appear again for that user. In a B2B setting, other users from the same subscription who have not yet interacted with the offer may continue to see it.

The rejecting user will not see any new offers from the same play until the cool-down period has expired. However, once the cool-down period is over, the user can be shown an offer from the next eligible play. However, other users under the same customer account can continue to see the offer until they accept or reject it.

Cool-down period

In order to control the number of offers that are being presented to a user, you can configure a cool-down period for both offer acceptance and offer rejection:

• Acceptance: The cool-down applies at the customer level. Once one user accepts, no other users from that customer see additional offers until the cool-down expires.
• Rejection: The cool-down applies only to the user who rejected the offer. Other users from the same customer can still see it until they accept or reject.

The cool-down period is configured at an application level and is specific to each application. By default, the cool-down period is 24 hours, but you can adjust it based on your business requirements.

How is play eligibility resolved?

Chargebee Growth Solution automatically determines which play is most relevant for each customer.

1. The Chargebee Growth Solution uses the Customer ID to identify active/non-renewing subscription(s).
2. Plays are evaluated against the subscription in context to check for eligibility.
3. If multiple plays qualify, the play with the highest play priority score is selected.
4. The system then checks for eligible offers within that play. If none are found, no offer is presented.

When a customer has multiple active/non renewing subscriptions, this evaluation repeats until an eligible offer is found for each subscription. Once identified, the offer is returned to the SDK and shown to the subscriber.

Performance optimization

Evaluating offers across multiple active subscriptions can be time-consuming and may adversely impact your subscriber experience and delay displaying the offers. To optimize the presentation:

• Specify play audiences clearly. For example, if a customer has multiple subscriptions with different plans, use the plan ID in the audience builder to only execute the play for subscriptions that have a specific plan.

• Pass subscriber ID with customer ID. Providing both subscriber ID and customer ID during SDK initialization will fast-track the play eligibility process by preventing unnecessary evaluation for other subscriptions belonging to the customer.