Last updated 08-09-2026
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Hoop
Hoop is a retention agent that runs inside your helpdesk when Shopify subscription customers ask to cancel. Instead of confirming cancellations immediately, it asks why the subscriber is leaving, matches the reason against a plain-English save policy you define, and offers pauses, swaps, discounts, or cadence changes in your brand voice. Accepted saves write back to Recharge or Skio automatically so agents never copy-paste billing changes.
Generic helpdesk AI tools treat every cancel ticket the same. Hoop is built specifically for DTC subscription brands on Shopify: it segments by tenure, AOV, channel, plan, and cancel reason before picking an offer from your library. MoonBrew reported going live in about a week with 24/7 retention coverage at roughly the cost of one BPO agent, and the homepage cites save rates climbing from 5% to 18% over six months as the agent learns which offers work.
Hoop targets Shopify merchants using Recharge or Skio who already run support through Gorgias, Zendesk, or Kustomer. Built by alumni of the Trello team and backed by Index Ventures, it logs every cancel reason, offer, and outcome so you can see which discounts actually retain which subscribers. Setup takes about a week from kickoff, with Hoop handling integrations and drafting the initial retention policy for your approval.
Integrates with Gorgias, Zendesk, and Kustomer helpdesks plus Recharge and Skio billing
Asks subscribers why they want to cancel before confirming any subscription change
Writes accepted saves directly to Recharge or Skio without manual copy-paste
Tracks save rate, cancel reasons, offer performance, and MRR retained per ticket
MoonBrew case study reports live deployment in about 1 week with 24/7 coverage
Retention policy is written in plain English and A/B tested without rewriting macros
End-to-end workflow from cancel ticket to billing update removes the manual handoff most retention tools leave to agents.
Structured analytics on cancel reasons and offer performance show which saves actually retain revenue.
Works inside your existing helpdesk, so there is no migration or retraining required for support staff.
Pricing is not published on the site and requires booking a demo to get a quote.
Limited to Shopify subscription stacks with Recharge or Skio, so it does not fit non-Shopify merchants.
Setup still needs about a week of policy review and sandbox testing before going live on real tickets.
What does Hoop do?
Hoop is a retention agent that intercepts subscription cancellation requests in your helpdesk. It asks why the customer is leaving, offers the right save based on your policy, and updates Recharge or Skio when the subscriber accepts.
Which platforms does Hoop integrate with?
Hoop connects to Gorgias, Zendesk, and Kustomer for helpdesk tickets, plus Recharge and Skio for subscription billing and Shopify for commerce data. No helpdesk migration is required.
Who is Hoop built for?
Hoop is built for Shopify subscription brands, especially DTC companies using Recharge or Skio. It focuses on the cancel conversation as the highest-leverage moment in the retention funnel.
How does Hoop pick save offers?
Hoop reads your retention policy in plain English and segments each ticket by tenure, AOV, channel, plan, and cancel reason. It then picks from your offer library, which can include pauses, swaps, discounts, or cadence changes.
How long does Hoop take to set up?
Hoop says setup takes about one week from kickoff to first saves. The Hoop team handles helpdesk and billing integrations, ingests 90 days of cancel history, and drafts your starting policy for approval.
How is Hoop different from Gorgias AI?
Hoop is purpose-built for subscription cancel saves rather than general support automation. It captures cancel reasons, A/B tests retention offers, and writes billing changes back to Recharge or Skio after a successful save.