“Please Don’t Go”: Convincing Users to Stay in the Product

The problem:

Wix users were pausing their last Google Ads campaign at Wix (thus unsubscribing from the product) without having their specific concerns and reasons addressed.

The existing modal had them select a reason, but it was only for our internal data:

The solution:

We designed a modal where for each reason the user selects, they'll get more info or options specific for that reason.

If the campaign is still in its "learning period", we show another modal first, letting users know they should give the campaign more time before deciding to pause:

The results:

The amount of users pausing Google Ads campaigns reduced significantly.