Win back churned customers with video
Ask churned customers why they left in a short video form, read each answer as a summary, then follow up personally in a Room.
No credit card required. 28-day free trial.
Trusted by forward-thinking teams
What is a video win-back campaign?
A video win-back campaign asks customers who cancelled why they left, in a short form they answer by video, voice or text, then follows up personally. Each spoken answer is transcribed and summarized with a sentiment label, AI Analysis can sort reasons into categories, and your team replies one to one in a Room with the fix they asked for.
Churned customers are your warmest leads, but automated win-back emails feel cold and desperate.
- Forms capture the "why" on video, with sentiment
- AI Analysis: categorize churn reasons and pricing concerns
- Room for personal win-back outreach
- Zapier auto-triggers on cancellation event
How it works, step by step
Send a video form asking what went wrong. AI analyzes their honest video feedback, then reach out personally via Room addressing their specific concerns.
No credit card required. 28-day free trial.
Capture
Step 1: Auto-send churn exit form
When a customer cancels in your billing system, Zapier automatically emails them a RecRam video form link. The form opens with a sincere video from your CEO or customer success lead.
- Welcome video: "Hey, we noticed you cancelled. We genuinely want to understand what went wrong. Would you share a quick video?" (human touch, not corporate)
- Video-record question: "What was the main reason you decided to leave?" Seeing their face reveals frustration, disappointment, or indifference
AI Analysis
Step 2: Analyze churn signals
Configure AI to specifically look for churn drivers, not just general sentiment, but the actual reasons people leave.
- AI Analysis criteria: "Evaluate mentions of pricing/value, competitor alternatives, missing features, support quality, and product complexity"
- Every spoken answer gets a sentiment label, so you can quickly separate negative feedback from neutral
Win back
Step 3: Personal Room outreach
For high-value churned customers, send a personal Room video addressing their exact feedback. This isn't a mass campaign. It's a genuine, personalized conversation.
- "Hey Alex, I watched your feedback video. You mentioned our pricing was too high for your 3-person team. We just launched a smaller plan for teams your size. Here's what changed..."
- Share your screen in Room to demo the specific feature they said was missing. Show, don't tell
What to ask
The questions below come from "Why are you leaving?", a ready-made demo form every new account gets. Answer it yourself to see the respondent side, then make it yours.
In the demo: Why are you leaving?
1 · Multiple choice
What's the main reason you cancelled?
“So, what's the main reason you decided to cancel?”
Too expensive · Missing a feature I need · Too hard to use · Switched to another tool
- If “Too expensive” Which plan would have kept you with us?
- If “Missing a feature I need” Which feature were you missing?
- If “Too hard to use” Where did you get stuck?
- If “Switched to another tool” Which tool did you switch to?
2 · Multiple choice
Which plan would have kept you with us?
“Totally fair. What would have made the price work for you?”
A cheaper monthly plan · A discount on annual billing · Pausing instead of cancelling
3 · Video, voice or text answer
Which feature were you missing?
“Got it. Which feature were you missing, and how would you have used it?”
4 · Video, voice or text answer
Where did you get stuck?
“That's on us. Can you show or tell us where you got stuck?”
5 · Short text
Which tool did you switch to?
“No hard feelings. Which tool did you switch to, if you don't mind sharing?”
6 · Video, voice or text answer
Anything else we should know?
“Last one. If you could change one thing about our product, what would it be?”
7 · Multiple choice
Can we reach out if we fix this?
“If we fix this, would it be okay if we reached out to you?”
Yes, email me · No thanks
Questions for this use case
ExampleWhat was the main reason you cancelled?
Was there one thing that, if fixed, would have kept you?
What are you using instead, and what does it do better?
Would you be open to hearing from us if we fix this?
What you get back
Every video and voice answer arrives transcribed, with a one-line summary, 3 to 5 keywords and a sentiment label. This is one real response from the demo, as your team sees it.
Transcript · Anything else we should know?
“A smaller plan for two people. We loved it, we just didn't need ten seats.”
Kevin Nguyen · video answer
- AI summary
- Customer left because the minimum seat requirement was too high for their small team.
- Sentiment
- Negative
- Keywords
- pricing, seat-minimum, small-team
- Also answered
- What's the main reason you cancelled? Too expensive
- Which plan would have kept you with us? A cheaper monthly plan
- Can we reach out if we fix this? Yes, email me
- Team comments
Priya Shah We really need a starter tier. I'll flag this feedback to the product strategy team.
Fictional sample respondent and team from the "Why are you leaving?" demo form. Every new RecRam account starts with these sample answers.
Want every answer checked against your own criteria?
Turn on AI Analysis for the form and each answer is also asked your own question: yes or no, a score, a category from your list, sentiment, keywords or a short text. Rules tag or flag the answers that match and email the people you choose.
The RecRam pieces behind it
Everything here is in the same subscription. Integrations send each response on to the tools your team already uses.
Products
- Video FormsThe form itself: a host asks each question on video, people answer by video, voice, screen or text.
- AI AnalysisYour own question on every answer, with rules that tag, flag or email.
- RoomOne-to-one async video threads. Replies need no account, and views are tracked.
Integrations
- HubSpotCreate or update a HubSpot contact for every response, with the answers logged on the contact’s timeline.
- ZapierUse the RecRam app on Zapier to send responses to thousands of other apps, no code.
- WebhooksPOST each response to your own URL as signed JSON, on submit, or once transcription and AI analysis are done.
More use cases for sales
- Video prospectingA personal video in a Room. Prospects reply on the same link.
- Deal room follow-upsOne Room per deal: recaps, walkthroughs and replies in one thread.
- Employee onboarding feedbackCheck in at day 7, 30 and 90 and hear what new hires actually think.
Rated 4.6 out of 5 on G2
From HR, product and marketing teams who collect their answers on video.
Read all reviews on G2“RecRam has solved my 'How do I leave a video testimonial?' problem. Rather than giving clients a confusing process, I now share a RecRam link... Easy as 1-2-3!”
Customer win-back FAQ
Still have questions? Chat with our team
They won't type it.
But they'll show it.
Start collecting real feedback in video. See what your customers actually think and feel.
