Winning Back Heights’ Lost Subscribers: The Paper Run x Skio story

Winning Back Heights’ Lost Subscribers: The Paper Run x Skio story

Winning Back Heights’ Lost Subscribers: The Paper Run x Skio story

Winning Back Heights’ Lost Subscribers: The Paper Run x Skio story

Subscriber Reactivation

Subscriber Reactivation

Subscriber Reactivation

Subscriber Reactivation

4.7X

4.7X

4.7X

4.7X

ROAS

ROAS

ROAS

ROAS

How Heights achieved 4.7X ROAS by reactivating canceled Skio subscribers who can't be reached by email

How Heights achieved 4.7X ROAS by reactivating canceled Skio subscribers who can't be reached by email

How Heights achieved 4.7X ROAS by reactivating canceled Skio subscribers who can't be reached by email

How Heights achieved 4.7X ROAS by reactivating canceled Skio subscribers who can't be reached by email

Try Paper Run now

Try Paper Run now

Try Paper Run now

Who is Heights?

After struggling with their own gut and mental health, co-founders Dan and Joel set out to create "science-led supplements" that are proven to work… and so, Heights was born. Heights has become the legendary supplement subscription brand known for improving brain and body health. And yes, the brains (… and guts) behind PaperRun are powered by Heights.

Reactivating churned subscribers

Like all subscription products, customers occasionally need to take a break from Heights. Whether they're traveling, have built up some inventory, or simply need a pause, these breaks are inevitable in any subscription company. However, re-engaging these customers and prompting them to "restart their subscription" has become increasingly challenging. Heights discovered that over 70% of their churned subscribers weren't opening their emails, making digital re-engagement efforts less effective.

Taking customer outreach to "new Heights"

Using Paper Run's integration with Klaviyo and Skio, Heights was able to automatically trigger physical mailers to be sent to customers who had both "not restarted a canceled subscription" and were "not able to be converted through other digital channels."

The target group for this campaign consisted of subscribers who had churned 6 months ago—a notoriously cold group to reactivate. The team at Heights were genuinely shocked by the results, as this segment had previously been difficult to reach and re-engage through digital means.

Vital Results

4.7X

4.7X

4.7X

4.7X

ROAS

ROAS

ROAS

ROAS

4.4%

4.4%

4.4%

4.4%

Conversion rate

Conversion rate

Conversion rate

Conversion rate

This automated flow operates daily, helping Heights reconnect with previously canceled and unreachable subscribers.

Our favorite thing about this flow? An impressive 94% of the customers won back for Heights have returned as active subscribers, setting themselves on a journey towards better mental and gut health!

"Paper Run has been an absolute game-changer for us. We've always struggled to reactivate canceled subscribers through email, but this approach has been by far the most successful. We're now finally able to communicate effectively with subscribers who miss our emails. The results from our first flow speak for themselves. The Paper Run team has been stellar, guiding us on what to test next and leading to unbelievable results. They've been incredible in helping us launch and test new flows to communicate with 'unreachable subscribers' throughout their customer journey."

"Paper Run has been an absolute game-changer for us. We've always struggled to reactivate canceled subscribers through email, but this approach has been by far the most successful. We're now finally able to communicate effectively with subscribers who miss our emails. The results from our first flow speak for themselves. The Paper Run team has been stellar, guiding us on what to test next and leading to unbelievable results. They've been incredible in helping us launch and test new flows to communicate with 'unreachable subscribers' throughout their customer journey."

Julietta Contoguris

Head of Product & CX, Heights

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Copyright © 2023 Paper Run. All Rights Reserved

Automate Direct Mail to customers who you can't reach

Copyright © 2023 Paper Run. All Rights Reserved

Automate Direct Mail to customers who you can't reach

Copyright © 2023 Paper Run. All Rights Reserved