SOPs›New SOP
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Basics
2
Process steps
3
Brief
4
Create
Process steps
Step 2 · the actual sequence · 8 steps · ~7 min total
+ Add blank step✦ Ask Copilot for one
1
Acknowledge & empathize
Confirm you understand why they're leaving.
by · CS rep
30s
✦ drafted
2
Pull account context
Auto-fetch MRR, tenure, last login, recent tickets.
by · system
5s
✦ drafted
3
Identify churn reason
Pick from 7 standard reasons or write-in.
by · CS rep
2 min
yours
4
Offer one retention path
Discount, pause, downgrade, or feature unlock — based on reason.
by · CS rep
3 min
✦ drafted
+
Manager approval if >20% off
Conditional: only if discount path exceeds 20%.
by · manager
—
new · review
5
Execute outcome in billing
Apply pause/discount/downgrade via Stripe.
by · system
30s
✦ drafted
6
Schedule 14-day follow-up
Calendar invite from CS template.
by · CS rep
30s
✦ drafted
7
Log outcome in CRM
Required fields: reason, path, outcome.
by · CS rep
30s
✦ drafted
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Drag the spine handle to reorder. Pastel = AI draft, white = you confirmed.