How to create a personalised switch (upgrade or downgrade) experience

If subscribers decide to upgrade or downgrade their subscriptions, you need to be able to offer an online switch experience that maximises lifetime value. Limio offers you the ability to create a personalised switch experience and potentially prevent cancellations. 

This is possible by directing the customer to switch campaigns with personalised upgrades or downgrades.

In this guide, we are assuming that you have set up a Manage My Account (MMA) portal, if not then please read our guide to setting up the MMA portal.

1. Create Switch Pages

As part of the switch experience, you will want to suggest alternative offers to the subscribers to upgrade or downgrade to. To do that, you will need to create a Pages (or Campaigns in Page Builder v1) with Offers.

Drag and drop the Switch Subscription components (see details Component: Switch Subscriptions) on the Page Builder. The Switch Subscriptions components allows you to:

• Filter Same Term: This filter hides offers with the same terms as the customer's current subscription. For example, if a customer is subscribed to 'Product A Monthly' and wants to switch, they won't see offers for 'Product A Monthly' again if this filter is active. Instead, they'll see offers like 'Product A Annual'. This filter is usually on, except in cases where customers want to change the quantity of their subscription.

• Block Product Switch: This filter allows customers to see offers for different products but prevents them from switching to a different product. For example, if a customer is subscribed to 'Product A' and tries to switch, they will see offers for other products but can only switch to a different 'Product A' offer online. This filter is generally set to true.

Finally, you will then need to add Offer(s) on the Campaign. Those are created similarly to regular offers (see How to configure your Offers). The only difference is you should set a Switch Date on the Offer. 

The Switch Date has two settings:

• Immediately: If a customer decides to switch their subscription, the change happens right away, meaning the new subscription starts today. The charge for this new subscription will be made using the default payment method already set up on their account.

• End of Term: If a customer opts to switch their subscription at the end of the term, the change will take effect when their current subscription is due for renewal. Just like with immediate changes, the charge for the new subscription will be processed using the default payment method on their account.

🆕 Limio is adding the ability to create a custom Switch component using the Limio SDK. Get in touch with Limio Support if you are interested in beta access.

2. Create Switch Success Page

When subscribers choose to switch their subscription, they should be directed to the 'Switch Success Page' via the redirectUrl of the Switch Component.

To facilitate showing the changes that have been made, use the Order Change Success component or Order Change Table.

3. Create a Journey for your Switch experience

You will need to create a Journey in Limio where you can specify which Switch Pages (or Campaigns) a subscriber should see. This decision will be based through set conditions, such as their segment or their initial product.

To learn more how Limio journeys work and how to set one up, go to:

• For conditions based on customer segments: Create a Journey based on Limio Segments & Journeys 
• For conditions based on customer's offers (which includes products/terms/offers): Create a Journey based on Subscription Offer Labels

4. How Switch update Limio and Zuora.

Read more on How Limio events updates Zuora.

5. Testing your Switch Experience

To see what your switch experience looks like from a customer's perspective, conduct a 'Live Test' via the 'Manage My Account' portal. This will involve making a purchase and then going through Limio Self-Service 'Manage My Account' page in a sandbox environment. In more details:

• Step 1 - Make an initial pruchase
• Step 2 - Login to your account through the My Account self-service portal.
• Step 3 - Go to your subscriptions and click on the 'Change my subscription' button (it may be labelled differently based on your configuration). 
• Step 4 - View your switch page and process the switch.
• Step 5 - In the Limio App, go to Events to see if the switch order (Order Change Offer) went through.

In Page Builder v2, it is also possible to impersonate the subscriber to see what they would see. Read more about this feature here.

If you have any questions about how to create a personalised cancel save experience, please email us at [e-mail]