Hoop

Hoop is an AI retention agent for Shopify subscription brands, handling cancellations in Gorgias or Zendesk, asking why subscribers leave, and writing changes back.

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Overview

Hoop is an AI retention agent for Shopify subscription brands. It is designed to handle cancellation conversations inside existing helpdesk workflows, asking subscribers why they want to leave and offering the right save option in the brand’s voice.

The site says Hoop plugs into Gorgias or Zendesk and writes accepted changes back to subscription billing tools such as Recharge or Skio. Its focus is narrow: run the save conversation at the point of cancellation, log the outcome, and help teams learn which offers actually retain subscribers.

Core features

Cancellation-ticket interception

Hoop intercepts cancellation requests in the helpdesk so the subscriber can be engaged before the cancellation is finalized.

Reason-first save conversations

The agent asks why the customer wants to leave before confirming the cancel, so the team captures the reason at the moment of the request.

Plain-English policy control

Retention policy can be written in plain English, letting teams update save logic without rewriting macros or mapping decision trees.

Segment-based offer selection

Hoop chooses offers from the customer’s offer library using factors like tenure, AOV, channel, plan, and cancel reason.

Billing-tool updates

Accepted changes are written back to the subscription billing tool, including pause, swap, discount, or frequency change.

Retention reporting

Every ticket produces structured retention data, including the reason, offer, outcome, and subscription value.

Where it fits

Real-time cancellation handling
Useful when a subscription brand wants to respond to cancellation requests in real time instead of confirming cancels automatically.
Policy-led offer testing
Helpful for teams that want to test different save offers without rebuilding helpdesk macros or retraining agents.
Around-the-clock retention coverage
Fits brands that want to preserve 24/7 coverage for cancellation conversations using an automated agent in the helpdesk.
Retention analysis and reporting
Useful for operators who need clearer retention reporting, including why people cancel and which offers work by segment.
End-to-end subscription updates
Relevant for teams that want the accepted save action written back into the subscription platform without copy-paste work.

Pros and Cons

Pros

Works inside existing helpdesk workflows rather than requiring a separate queue.
Covers the save conversation end to end, from first ticket to subscription update.
Allows retention policy changes in plain English instead of code-heavy macro edits.
Logs reason, offer, outcome, and retained subscription value for each save.
Includes sandbox review and a staged launch process before going fully live.

Cons

The provided pages do not show detailed pricing, plan tiers, or limits.
The source text does not include full integration documentation or configuration depth beyond the main workflow.

FAQ

What is Hoop?

Hoop is an AI retention agent for Shopify subscription brands. It plugs into Gorgias or Zendesk, intercepts cancellation tickets, and runs conversational save flows in the brand’s voice.

How does Hoop work?

Hoop reads cancellation tickets when they reach the helpdesk, asks why the subscriber wants to leave, selects an offer from the approved playbook, and writes the accepted change back to the subscription tool.

What does Hoop integrate with?

The source page names Gorgias and Zendesk as helpdesks, and says Hoop writes accepted saves back to Recharge or Skio.

How is Hoop set up?

The implementation notes say Hoop handles the integration and data work, reviews the retention policy with the customer, and typically goes from kickoff to first saves in about a week, with sandbox review before going live.

Does Hoop show pricing details on the page?

The site describes a pricing page but does not publish prices or plan details in the provided text.