VIVAZEN Cuts Churn in Half with Concierge SMS

VIVAZEN makes botanical wellness shots, gummies, and supplements designed for everyday relief and recovery. Its DTC operation runs entirely on Shopify, with subscriptions at the center of the business and roughly 65% of revenue coming from recurring orders.

Challenge

Getting customers to subscribe is only half the job. Keeping them requires giving subscribers a frictionless way to manage their orders. For VIVAZEN, that friction came from the customer portal.

When subscribers had too much product and needed to skip a delivery or change an order date, the process was always the same: find the email, click the link, log in, navigate to the subscription, and make the change. For customers accustomed to managing everything from their phones, the portal felt like work—and canceling was often easier.

VIVAZEN saw the cost of this frustration in two places. Support tickets for routine tasks, such as skipping or delaying orders, arrived in high volume, while monthly subscriber churn peaked at nearly 20%.

The problem wasn’t VIVAZEN’s product. It was the frustration customers experienced when managing their orders.

Solution

Concierge SMS removes the login from the equation. When subscribers have an upcoming order, they receive a reminder text and can reply directly to manage it. AI reads the message, identifies the request, proposes an action, and asks for confirmation before making any changes. A subscriber who texts, “I have too much. Can I push my next order back?” receives a proposed rescheduled date in response. One reply confirms the change. Done.

VIVAZEN enrolled in Concierge SMS as an early adopter. Onboarding took less than two weeks. Recharge handled phone-number verification and guided the team through the checkout configuration.

Concierge SMS is transactional, meaning it operates within the existing subscriber relationship without requiring a separate marketing opt-in. Subscribers who checked out using Shopify Payments were automatically enrolled. New subscribers were enrolled at checkout when they provided a phone number.

When a message falls outside the scope of order management, Concierge escalates it to VIVAZEN’s support team with the relevant context already attached. The subscriber receives a message letting them know that someone will follow up. Nothing slips through the cracks, and VIVAZEN doesn’t need to monitor an additional inbox.

Results

Churn began declining almost immediately after launch. Within two months, monthly subscriber churn had fallen to 8.3%, down from 19.8% in the month before Concierge went live—a 58% decrease.

The improvement held. VIVAZEN has not touched the Concierge configuration since it went live. There has been no maintenance and no need for ongoing adjustments. It runs in the background, handling the routine requests that previously ended in cancellations or accumulated in the support queue.

What’s Next

VIVAZEN’s subscriber base continues to grow. With churn no longer commanding the team’s attention, VIVAZEN can focus on scaling acquisition, confident that it is more likely to retain the subscribers it works hard to acquire.