Before Cancelling Vida member accounts, we should take steps to try to retain them as a member and offer solutions for any issues that led to the cancellation request.

The Unsolved Account Cancellation Tickets view in Zendesk will help manage these tickets.

Please note: Not all account cancellation reasons will have a macro since we are not able to triage it ex: the client is outside the U.S., not eligible for any programs, etc. In these cases please send the macro: Account Cancellation Confirmation Response and cancel the account. Use your best judgement, as many members may be able to be retained if we consider all options available to them.

Update tags to issue type if the member is retained (decides to keep using Vida).

Macro's and Retention Guidelines:

Quick Links:

• No need for service (or no reason provided)
• Did not understand the program
• Did not want to use the Vida app
• Dissatisfied with customer service
• Dissatisfied with the program/lesson
• Dissatisfied with the provider
• Insurance terminated or left employer
• Not enough time to use Vida
• Program Complete
• Technical issues with the app
• Issues with a device
• Not Eligible for Any Programs
• Retention unsuccessful, next steps

No need for service (Or no reason provided)

Macro name: No need for service

For requests where the client just says “please cancel account” with no reason, follow up with them and ask why they want to cancel their account. From there, help solve the issue they provided. Oftentimes this is a result of dissatisfaction with the service (program or coach); please try to determine the real reason and offer solutions.

Did not understand the program

Macro name: Did not understand the program

Dig deeper into their pain points with the program they’re in. Do they need more context behind certain parts of the program? Is there a better program that fits their needs? Offer support based on their feedback

Sample Scenario

Member: “I don't need weight loss advice, I am diabetic”

“We have a program called Whole Health* that is designed to support members with diabetes. The purpose of the program is to help you improve your health through diabetes self-management, attaining metabolic goals, providing education, and providing support. If that’s something you’re interested in participating in, I’m happy to assist in transitioning you to the program!”

*based on availability by pay organization. If you’re offering to switch to a different program, be sure to check that it’s available in the member’s pay org.

Did not want to use the Vida app

Macro name: Did not want to use the app

Find out why they did not want to use the Vida app and offer support based on their feedback. The approach could be one of two things:

1. Further educate the member on the mobile app, and help resolve any tech issues/barriers like password reset, downloading the app, logging in, etc
2. Suggest the web app as an alternative

Sample Scenario

Member: “I do not have a smartphone, I need to use my computer”

“The Vida app is optimized for mobile use, but did you know we have a web version? Vida’s Web App has what you need to view lessons, enter and track metrics, and hold video consultations or chat with your coach. Please note that some features you are used to seeing in the mobile version may not be available in the web app.
I encourage you to give the web app a try!”

Dissatisfied with customer service

Macro name: Dissatisfied with customer service

Find out what made them dissatisfied with customer service and try to resolve it from there. Be mindful that the customer at this point may be irate. Exercise extra empathy and, when in doubt, escalate to the internal team for suggestions on how to retain the member. Also, use your judgment and obviously comply with their decision to cancel the account if the probability of retention is low or the member is very upset.

Dissatisfied with the program/lesson

Macro name: Dissatisfied with program/lesson

A similar approach to the above- find out why they were dissatisfied with the program/lesson. Offer to the member a program switch if applicable.

Dissatisfied with the provider

Macro name: Dissatisfied with provider

Find out why they were dissatisfied and have them fill out the member complaint form, or fill out the provider complaint macro template and escalate their concerns to PSG1.

Also, ask if they would like to change providers. If a member will not give a reason for account cancellation, you may want to specifically ask, “Did you have any concerns about your provider? Would you like to try working with a different provider?” Often times, members do not want to cause any offense to their provider and will not say this outright as the reason they want to cancel. It’s important to try and determine if this is the real reason behind the cancellation.

Insurance terminated or Left employer

Macro name: Insurance terminated or left employer

Ask if the member would like to sign up as a consumer. Detail what programs they are eligible for as a consumer and pricing.

Not enough time to use Vida 

Macro name: Not enough time to use Vida

Offer to put their account on “pause” until they come back. This can be done by having the member tell the coach they want to pause the program. Let them know they can also take the program at their own speed, and schedule consults when they are available. If the member does not want to contact the coach, we can tag Terri Fenn (coach support) in an internal note to pause the program.

Note: Do not place member tickets in the coach support views as only coach tickets can be accessed from this view.

Program Complete

Macro name: Program Complete

Find out if the client would be interested in joining another program based on the available programs offered to their organization. For a list of available programs by org, please click here.

Technical issues with the app

Macro name: Technical issues with the app

Find out what issues they were having with the app and triage from there.

Issues with a device

Macro name: Issues with device

Find out what device they are having issues with and triage from there. 

Not Eligible for Any Programs

Macro name: Account Cancellation Confirmation Response - Ineligible for Any Program

Do not attempt to retain member, instead notify them of the cancellation using the above macro.

Retention unsuccessful, next steps:

If members do not respond back to the initial macro, then please cancel the account using the macro: Account Cancellation Confirmation Response and cancel the account after the ticket reopens from on-hold.