DTC CRO: Use videos in your customer portal to retain subscribers

Updated on

May 30, 2025

🔥BFCM CRO test @VideoWiseHQ. 99% win probability so we know where it's heading.

⬆️ Overall site conversion uplift +12%
⬆️ AOV increased +5.46%
⬆️ Increased total revenue by +20.8%
⬆️ Added revenue £6,829 in just 4 days

DM for early access to case study 🚀#shopify #ecommerce pic.twitter.com/NvUMrGuAp5
— Claudiu Cioba 🎥 Shoppable videos (@claudiucioba) November 22, 2022

This Tweet from Claudiu at Videowise sparked the idea for this post (*check the end of the post for the final result).

Now that Black Friday & Cyber Monday 2022 is finally over, it’s time to take a well-deserved break and come back fully charged for a new CRO test that will help you with post Black Friday and Cyber Monday retention.

At Loop Subscriptions, we thought what if brands used the same hypothesis that Dr. Squatch used with Videowise, i.e., embed videos in their customer portal to reduce subscription cancellation?

And you do not need to come up with new videos to test this out. These could be the same videos that you create for ads, YouTube, TikTok and Instagram. All you need to do is to repurpose the content, tweak the message to suit cancellations flow and embed it via your subscriptions app.

So we thought of three video types that are pretty popular within DTC community and can easily be tested inside the portal (not a classic A/B test but more of a time test):

Variant A: Message from The Founder

DTC founders thrive on motivation and inspiration. That’s what makes customers stick to products that have a strong founder influence.

An electrifying message from the founder to motivate subscribers to stay in it for the long run can prove to be a handy churn prevention tactic.

We would love to see such type of video for a founder who got featured on Shark Tank.

Variant suitable for: Sustainability brands, Mission-driven brands, Pet brands (founders with their pets)

Variant B: Video by An Influencer

When DTC brands thrive on influencer videos to drive and convert traffic on PDPs, why not use those same videos within your portal to reduce churn?

Make that last-minute influencer sway to convince people to stick with the produt.

Variant suitable for: Content-led Brands, Influencer brands

Variant C: Real Subscriber Transformational Journey

Humans are moved by transformation videos. Just sticking with the product through the entire lifecycle can bring about beautiful change in the lives of the subscriber.

Again take a cue from PDP CRO tactics and applying them to prevent subscriber churn within the portal.

Variant suitable for: Supplements, Beauty, Babies/mommy products

We know you have worked to get those customers and subscribers during the whole Black Friday / Cyber Monday season. Don’t let your efforts go to waste.

With Loop, you can easily achieve this without the help of a developer (all you need is the video :P).

In case your current subscriptions app doesn’t allow you to do that, we offer a free white-glove migration service from all other subscriptions apps.

Try out more creative angles in your customer portal

If you are still looking for more inspiration on what type of videos work, then the Pilothouse team has created the perfect swipe file on the different creative angles that worked for the DTC community in 2022.

For Loop customers, Videowise offers 25% off for 3 months for PRO plans and above or a 30-day money-back guarantee on any plans.

During Black Friday/ Cyber Monday, you can also use an accordion on your subscription widget to promote videos to acquire more subscribers.

PS: *Result of the Videowise test on Dr. Squatch's PDP: A 10% lift in revenue per session.

Written by

Emma Johnson

Emma oversees Loop’s marketing strategy with a blend of creativity and data-driven know-how. From building buzz around new products to championing growth for Shopify-powered businesses, her work helps shape Loop’s brand and drive success in the DTC subscription space.