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Subscription, Billing, and Retention Support for DTC Brands
Supported ecommerce and DTC brands with subscription and recurring billing concerns, including cancellations, pausing, refunds, and retention-related conversations. Helped create more consistent handling for sensitive billing and account issues.
The network for creativity
Join 1.25M professional creatives like you
Connect with clients, get discovered, and run your business 100% commission-free
Creatives on Contra have earned over $150M and we are just getting started
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Redesigned a support inbox this week. 159 tickets in there, but
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Customer Support Playbook & Multi-Channel Communication (FR/EN)
A Power BI dashboard built to analyze churn behavior across 6,687 customers for a business struggling with unclear retention insights. The dashboard combines geographic churn mapping, category-wise breakdown (Competitor, Attitude, Price), root-cause analysis by churn reason, and demographic segmentation by age group — all powered by Power Query for data modeling and DAX for calculated measures like churn percentage and churn weight. Key finding: price sensitivity drove 62% of churn, and customers under 30 represented the highest-risk segment at 56.6% of total churn weight. The result is a single-page, self-service view that lets stakeholders prioritize retention strategy by actual cause instead of guesswork.
