How Promova automated 90% of retention
The 26-million-user language app swapped scripted cancellation bots for Sirius and now recovers up to 20% of the subscribers who try to leave.
A language app serving 26 million people
Promova teaches languages. Over seven years, more than 26 million customers worldwide have used the app to learn one. At that size, even a small slice of subscribers hitting cancel each month adds up to serious recurring revenue walking out the door. Reviewing each one by hand was never an option.
Scripted bots lost saveable customers
Before Sirius, Promova's cancellation flow looked like the standard subscription setup. A support chat ran on pre-written scripts. A customer decided to cancel and got a generic reply pointing them to account settings.
They asked for a refund and got a policy line back. The flow never asked why they were leaving. It had no way to fix the problem and no path to bring them back.
Customers who churned for fixable reasons, like confusion or a stalled learning streak, left for good.
- One script for every customer
- Respond with the right save path.
- Recover revenue before churn happens.
“A lot of our users' tickets — turns out our own humans, our bots on our support system — have those pre-written scripts to answer.”
Andrew Skrypnyk
CEO and Founder, Promova
Recover your revenue automatically
Recover your revenue automatically
Recover your revenue automatically
Sirius plugged straight into the stack
Adoption was easy because Sirius connected to infrastructure Promova already ran. The product pipeline, the data warehouse, billing, the CRM, and the support system. Nothing needed rebuilding.
From there, Sirius runs the same loop on every cancellation signal. It analyzes the ticket, decides on the right move, executes it in the chat, and learns from the outcome. Every ticket gets read in full context and matched to a retention play. Every outcome sharpens the next decision.
“It was so easy because Sirius natively [integrated with] our product pipeline... it was able to gather [data] about the ticket [and] resolve it.”
Andrew Skrypnyk
CEO and Founder, Promova
90% automated by month twelve
Four months in, 60% of retention operations ran without a human touching them. By month twelve, the number passed 90%.
Along the way, Sirius recovered up to 20% of at-risk users who would otherwise have churned.
“Sirius integrated seamlessly into our system, making the entire process effortless from day one. Within just 4 months, we had optimized and automated 60% of all retention operations. By the one-year mark, that number had climbed past 90%.”
Andrew Skrypnyk
CEO and Founder, Promova
The same cancel chat before and after
Before Sirius scripts ran the chat
A customer says they already canceled and wants a refund because they got stuck. The bot repeats a Terms of Service line, the conversation ends, and the customer leaves.
With Sirius the chat knows the customer
A customer opens a cancellation chat. Sirius sees the account hit a milestone, in this case a language level, then stalled for weeks. That points to a momentum problem rather than a value problem.
Instead of a script, the customer gets a free tutoring session and 30 extra days to close the gap. The customer takes the offer and stays.
“Sirius' answers were more natural, had a more personalized way... it's like [talking to] a real human, real person.”
Andrew Skrypnyk
CEO and Founder, Promova
Three capabilities run underneath every one of these conversations
Tone detection on every message
Sirius picks up frustration, hesitation, or firm intent to leave from how a message is written, beyond the words themselves.
A diagnosis for every cancellation
A stalled streak, confusion, and price sensitivity each get their own response instead of one generic save attempt.
Personalization in any language
Promova's users span the globe. The personalization holds in whatever language they write in.
Watch Sirius run on your cancel flow
Spend 30 minutes with our team. You'll see Sirius running on a cancellation flow built for your category, plus a live benchmark of the revenue your current setup gives up each month.