Create Personalised Switch/Upgrade/Downgrade Experience
To enhance subscriber retention and maximise lifetime value, it's crucial to offer a seamless online experience for upgrading or downgrading subscriptions. Limio provides the tools to create personalised switching journeys, which can help reduce cancellations and enhance customer satisfaction.
With Limio, you can easily manage various upgrade and downgrade paths, such as transitioning from one product to another (e.g., from Digital Light to Digital) or changing the billing frequency (e.g., from annual to monthly).
This functionality is achieved by directing customers to tailored switch campaigns, ensuring that each subscriber's experience is customised to their needs and preferences.
In this guide, we are assuming that you have set up a Manage My Account (MMA) portal, if not then please read our
1. Route Traffic to the Switch experience
Customers may access the switch page by a variety of channels. They could arrive directly from an email encouraging them to upgrade, from Limio's My Account, or your own My Account experience.
If they only have one subscription, you could send them directly to the Switch page's URL (e.g. /switch) and Limio will automatically pick their subscription.
If they have multiple subscriptions, then you should provide the Limio subscription id in your link (e.g. /switch?subId=ABC123). If subscribers come from Limio My Account page, then we will automatically append ?subId=ABC123.
You can track where traffic has come from via UTM parameters. Those will be tracked in the Limio Order and passed to third-party integrations. Learn more at
2. Create one or multiple Switch Pages
As part of the switch experience, you will want to suggest alternative offers to the subscribers to upgrade or downgrade to.
To do that, you will need to create Page(s) with Offers. Let's create your first Switch Page.
Your Switch page will need to be authenticated, as the customer's subscription should be identified. Toggle the Require Authentication? to True. The customer will only be able to access the page if they are authenticated and the subscription found in Limio is associated to this customer. Advanced: If multiple users may be authorized to modify a subscription (for example a company subscription), add the authorized persons via the . This is typical of B2B subscriptions.
Now let's build your page. Drag and drop the Switch Subscription components (see details ) on the Page Builder. The Switch Subscriptions components allows you to:
Filter Same Term: This filter hides offers with the same terms as the customer's current subscription. For example, if a customer has 'Product A Monthly', they won't see 'Product A Monthly' offers again. Instead, they'll see options like 'Product A Annual'. This filter is usually on, except when customers want to change the subscription quantity.
Block Product Switch: This filter lets customers see offers for different products but prevents them from switching to a different product. For instance, if a customer has 'Product A', they will see offers for other products but can only switch to another 'Product A' offer online.
Finally, you will need to add Offer(s) on the Campaign. Those are created similarly to regular offers (see ). One key difference is you should set a Switch Date on the Offer. The Switch Date has two settings:
Immediately: When a customer switches their subscription, the new one starts right away, effective today. The charge will be made using their default payment method.
End of Term: If a customer chooses to switch at the end of their current term, the new subscription starts at renewal.
There are a few other default behaviours:
The charge will be processed using their default payment method.
If moving to a product with a physical component, the billing address will be used as the default delivery address, however the user can modify this address.
You can also drop different components to better explain the features across different products.
🆕 Don't like Limio's standard Switch component? Create your own! Limio Custom Components allow you to create custom Switch component using .
2. Create Switch Success Page
When subscribers choose to switch their subscription, they should be directed to the 'Switch Success Page' via the redirectUrl of the Switch Component.
To facilitate showing the changes that have been made, use the component or .
3. Create a Journey for your Switch experience
You will need to create a Journey in Limio where you can specify which Switch Pages (or Campaigns) a subscriber should see. This decision will be based through set conditions, such as their segment or their initial product.
To learn more how Limio journeys work and how to set one up, go to:
For conditions based on customer segments:
For conditions based on customer's offers (which includes products/terms/offers):
One of the most common use case will be to use the label on your acquisition offer to determine which Switch page is the customer eligible for. For example, if you labelled your bottom-tier offer 'Basic', use the Basic label and direct them to a Switch Page that would have Pro and Premium Offers.
4. How Switch update Limio and Zuora.
Limio will send a Remove Product, Add Product, and Terms & Conditions Orders to Zuora. If done mid-term, this will create a prorated invoice. If done end of term, the changes will be effective at the next renewal.
Read more on
5. Testing your Switch Experience
To see what your switch experience looks like from a customer's perspective, conduct a 'Live Test' via the 'Manage My Account' portal. This will involve making a purchase and then going through Limio Self-Service 'Manage My Account' page in a sandbox environment. In more details:
Step 1 - Make an initial purchase
Step 2 - Login to your account through the My Account self-service portal.
Step 3 - Go to your subscriptions and click on the 'Change my subscription' button (it may be labelled differently based on your configuration).
Step 4 - View your switch page and process the switch.
Step 5 - In the Limio App, go to Events to see if the switch order (Order Change Offer) went through.
In Page Builder v2, it is also possible to impersonate the subscriber to see what they would see. Read more about this feature .
If you have any questions about how to create a personalised cancel save experience, please email us at
Last updated
Was this helpful?