December 18, 2013

Retained – Increase Customer Retention Rates

Customers are everything for a bootstrapped business. Retained is a web-application that SaaS businesses can use to decrease churn rates without relying on costly in-house help desks. Retained relies on in-app messaging and one-click support access to find resolutions to common complaints before customers click “cancel.”

Retained walks you through the process of setting up your account in five basic steps. Add information about your app and your app’s pricing plans, then paste the snippet that Retained has provided into your website’s code. The next time a customer logs in to your service, an in-app message will appear with information about all the most recent changes you’ve made to the app. Send these messages each time you make updates or improvements, to ensure customers are getting the most out of your products.

With Retained, you also have the option to set up in-app cancellation messages. When customers try to cancel their accounts, a message appears asking for a reason. Customers are given ample space to explain their decisions, and you can use the information they provide to guide your decisions on which new features to implement. You can use the Sentiments feature to get insight into how your customers are feeling about your app at any given time. Surveys also serve as a useful tool for efficiently gathering information so you can better understand the needs of your customers.

Practical Uses:

  • Reduce customer churn rates
  • Find out why people are deleting your app from their smartphones
  • Let users know when you’ve made improvements to your service
  • Get insight into the features your customers would like you to add

Insider Tips:

  • Use Sentiments to see how customers are feeling about your app
  • Collect detailed information from users with Retained’s Surveys feature
  • Users can always change their settings after completing the setup

What we liked:

  • Retained lets users customize the message they send to customers
  • Businesses can collect extensive data about their customers
  • Customers have the chance to explain why they’re cancelling their app subscriptions
  • Using Sentiments, developers can get insight into their clients’ feelings at any time

What we didn’t like:

  • Retained doesn’t offer an extensive support section or FAQ page for new users


Company Info:

  • Launched: 2013
  • Privately Held
  • Headquarters: Baton Rouge, Louisiana
  • Founded by: Sense Labs
  • Web site:


  • Free (during beta)

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