Renewal Saver / Upgrade Nudger
Rescue expiring members and encourage tier upgrades—politely and at the right time.
Outcome at a Glance
Who it’s for: Memberships, subscriptions, and tiered programs or cohorts. What you’ll achieve: Timely, value-first reminders and upgrade nudges triggered by real behavior and context — not fixed dates. Time to first win: 60–90 minutes (initial setup), then 15-minute weekly check-ins.
Why it Matters
Right moment, right message: Alerts trigger only when the context fits — progress, limits, or engagement cues — keeping nudges personal and relevant.
Protects goodwill: Benefit-led copy and conservative frequency maintain a mentoring, not marketing, tone.
Compounds revenue: Small weekly tweaks to triggers, copy, and timing steadily lift renewal and upgrade rates.
The goal isn’t to push — it’s to remind, reward, and re-invite users at exactly the right moment.
What You’ll Set Up
Actions
A. Quota Reached → Send immediate upgrade path message.
B. Membership Created → Send welcome + 7-day “first-win” nudge.
C. Payment Made → Send thank-you + bonus resource message.
Alerts
Context-aware triggers that detect renewal risk or upgrade potential in user conversations.
Tag users automatically (Renewal-At-Risk, Upgrade-Eligible, Champion).
Example: “If user mentions hitting limits, frustration, or more advanced needs, tag as Upgrade-Eligible and notify me.”
Broadcasts
Renewal reminders by segment (T-30 and T-7).
Optional FAQ follow-up email for lingering questions.
Products (optional)
Add upgrade or bonus items with conversational keywords.
Set frequency = once per conversation.
Conversations → Review & Revise
Tighten upgrade and renewal explanations. Edits become new training data.
Build → Launch → Operate
Build (40–60 min)
Map Tiers and Paths: Define each upgrade tier and its single-sentence “why upgrade” benefit.
Example: “Unlock advanced analytics and custom integrations.”
Draft Copy for Actions A/B/C: Use benefit-first, conversational language (see Recipes).
Add Alerts:
“When user mentions running out of access or hitting usage limits, tag as Upgrade-Eligible and send upgrade message.”
“If member says they’re unsure about renewal value, tag as Renewal-At-Risk and send helpful summary.”
“If user references strong results, tag as Champion and invite referral or higher-tier path.”
Tag Segments for Broadcasts: Renewing-30d, Expiring-7d, Upgrade-Eligible.
Launch (20–30 min)
Actions
A. Quota Reached → Send Message (User) (Immediate).
B. Membership → Send Message (User) (Immediate Welcome) + Send Message (User) (Fixed Delay, 7 days).
C. Payment Made → Send Message (User) (Immediate Bonus).
Alerts
Activate your Upgrade-Eligible and Renewal-At-Risk Alerts.
Confirm tags and notifications fire correctly in Testing → Actions Log.
Broadcasts
Draft renewal reminders for T-30 and T-7 segments.
Add one follow-up FAQ Broadcast for final reassurance.
Alerts personalize timing; Actions deliver the message; Broadcasts reinforce it.
Operate (Weekly, 15 min)
Review recent Renewal and Upgrade conversations. Refine phrasing for clarity and warmth.
Check trigger performance in Testing → Actions Log; adjust timing or thresholds if alerts over- or under-fire.
Update Mind with one new proof point (testimonial, case study, feature update).
Monitor tag counts (Upgrade-Eligible, Renewal-At-Risk). Use them to shape next Broadcasts.
Recipes (Copy → Tailor)
Action A — Upgrade Path at Quota
Trigger: Quota Reached or Alert “Upgrade-Eligible.” Action: Send Message (User) (Immediate) Instruction: “Congratulate progress; state one benefit of upgrading; share link; invite a question.”
Example: “You’ve hit this plan’s limit — great momentum. Upgrade now to keep today’s thread going and unlock [benefit]. Here’s the link. Any questions before you decide?”
Action B — Welcome + Day-7 First Win
Trigger: Membership Created Action 1: Send Message (User) (Immediate) — “Welcome aboard! Here’s the fastest way to get value today: [1-2 steps]. Try asking me: ‘Give me a 3-step plan for ___.’” Action 2: Send Message (User) (Fixed Delay, 7 days) — “Quick check-in — did you get your first win? Reply with your goal and I’ll map a 10-minute plan.”
Action C — Bonus After Payment
Trigger: Payment Made Action: Send Message (User) (Immediate) — “Thanks! Here’s a bonus resource our members love: [link]. Want a quick tour of what you unlocked?”
Alert-Driven Upsell / Retention Examples
“If a user mentions success with core features, tag as Champion and share advanced tier.”
“If a member says they’re confused about value or next steps, tag as Renewal-At-Risk and send a clarity summary.”
“When user says they’ve hit goals early, tag as Upgrade-Eligible and show bonus or tier upgrade.”
Broadcasts — Renewal Reminders
T-30 days (Email): Subject: Keep your momentum going Body: “Hi {name}, renewal is next month. Here’s what most members do next to hit their goals: [benefit]. Reply with your focus and I’ll send a short plan.”
T-7 days (Email/SMS): Subject/SMS: 7-day check-in — any questions before renewal? Body: “Renewal’s next week. If you’re on the fence, what’s missing? Ask anything or see what’s new since you joined: [link].”
FAQ Follow-Up (Email): Subject: Quick answers before you decide Body: “We’ve answered the top questions about renewing or upgrading here: [FAQ link]. Reply with yours and I’ll tailor a short plan.”
Metrics to Watch
Renewal % by cohort
Upgrade % among Upgrade-Eligible
Reply rate to T-7 messages
Conversion rate after Quota or Upgrade Alert
Unanswered → Revised trend on upgrade/renewal topics
Troubleshooting
Low renewal replies: Shorten T-7 message; add one-line prompt (“What’s missing?”).
Upgrades feel pushy: Lower frequency; switch to benefit-led tone; add FAQ follow-up.
No quota conversions: Verify trigger fires; surface link earlier; emphasize single biggest benefit.
Alerts mis-firing: Refine wording; add “only if mentions upgrade or limit” condition.
Pre-Flight Checklist
Tiers mapped; upgrade “why” one-liners written.
Actions A/B/C configured and tested.
Upgrade-Eligible and Renewal-At-Risk Alerts live and verified.
Renewal Broadcasts (T-30, T-7) drafted.
Optional Products added for upgrades/bonuses.
Weekly review slot booked; logs and tags monitored.
In Practice
Your Delphi becomes a retention assistant — one that listens for cues of progress, hesitation, or readiness, and acts in real time. Alerts sense intent; Actions deliver the right nudge; Broadcasts reinforce the relationship.
“If a member says they’re close to hitting their limit, tag as Upgrade-Eligible and send the next-tier offer.” That’s Delphi keeping customers longer — and helping them grow with you.
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