For your CX team

The CX team’s load during migration is bounded but not zero. Most subscriber confusion gets handled upstream — by the migration email itself, by the self-serve billing support center Recurr ships, and by Recurr’s CX layer on the help-center surface. What lands in your team’s queue is the residual. This page covers what to expect and what’s pre-built for you.

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The split — what Recurr handles vs. what your team handles

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What Recurr handles upstream

• Self-serve billing support center — hosted at support.{yourapp}.com (or a subpath you configure). FAQ articles, subscription-status lookup, billing-history view, plan-change flow, cancellation flow. Subscribers self-serve here before opening a ticket.
• Proactive double-billing-prevention messaging — built into the migration email + checkout flow. Subscribers see explicit “your Apple subscription will cancel; your new web subscription starts on [date]” framing before they confirm.
• Pre-distributed FAQ — the 6 most common questions answered inline in the migration email itself, so subscribers don’t need to dig.
• Identity bridge issues — Recurr’s CX layer holds state for subscribers who hit an identity-match problem during checkout. The bridge mechanic resolves automatically for ~99% of subscribers; the small remainder typically just don’t complete migration (they stay on app-store rails, untouched). Your team sees a ticket only when customer-specific judgement is needed — e.g., a long-tenure subscriber who needs a human walkthrough.
• Failed-checkout recovery — Stripe’s smart retries + Recurr’s dunning sequence run automatically; subscribers see the recovery flow without your team’s involvement.

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What your team handles

• Account-specific questions — usage history, feature questions, support beyond billing (the things only your team knows about)
• Residual escalations — subscribers who bounce out of self-serve and need a human; typically 5-15% of subscribers in a migration wave at most ICP scales
• Cancellation conversations — when a subscriber wants to talk before cancelling rather than self-serve through the cancel flow
• Exception handling — anything that requires customer-specific judgement (e.g., goodwill credits, refund decisions outside the standard policy)

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Migration-wave operational rhythm

Each wave is sized to the cohort. Recurr’s CX layer holds Tier 1 — subscribers can chat with Recurr-staffed support on the billing center directly. Your team sees only Tier 2 escalations. Ticket volume peaks shortly after each wave’s send, then tapers across the following week back to baseline. Specific timing curve + recommended staffing plan are part of the pilot kickoff pack.

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Macro library

A drop-in set of response templates for the questions that land most often during a wave. Topics covered:

• Why the billing rail is moving (subscriber-facing framing)
• Confirming the subscriber’s existing economic terms are preserved
• Benefit + loyalty-rate preservation
• The relationship to Apple’s and Google’s processes
• Whether the App Store / Play path stays available for new subscribers
• Cancellation through the web billing portal

Templates ship as adjustable copy during onboarding — your team adapts voice to your brand. The wording reflects what’s been pre-positioned in the migration email itself, so the response and the email tell one story.

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Escalation tree

When to loop in Recurr (and when not): Recurr response targets:

• Critical (data integrity, double-charge): < 4 hours
• Standard (state mismatch, payment failure): < 24 hours
• General question (process / mechanic): next business day

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Help-article templates

Drop-in articles for your existing help center (Zendesk Guide, Intercom Articles, Help Scout, etc.). Recurr provides the source content; your team adjusts voice + branding. Templates available during onboarding:

• “What is web billing?” — explainer for the migration
• “How do I switch back to App Store billing?” — for subscribers who want to revert
• “Where do I see my next charge?” — billing portal walkthrough
• “How do I update my payment method?” — billing portal walkthrough
• “How do I cancel my web subscription?” — cancellation walkthrough
• “What if my family plan members can’t access?” — family-share troubleshooting

The templates plug into your existing help-center taxonomy as new articles under the “Billing” or “Subscription” category.

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Cross-references

• Subscribers → — what subscribers see across the migration
• Lifecycle motions → — Cancel deflections, Winbacks (post-migration motions your CX team interacts with)
• Reliability → — incident response, error modes
• Risk register → — subscriber-side risks + mitigations