Hoop
- Company typePrivate
- Founded2022
- HeadquartersNew York, United States
- Headcount1–10
- GTM typeB2B
- OfferingSoftware
Hoop firmographics
Firmographics- Name
- Hoop
- Legal name
- Hoop, Inc.
- Website
- https://hoop.app
- Company type
- Private
- Founded year
- 2022
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Ownership category
- akta.pro rank
Hoop industry classification
Industry- Product category
- Subscription Retention Software
- NAICS
- Custom Computer Programming Services (541511)
- SIC
- Services-Advertising Agencies (7311)
- akta.pro primary industry
- Loyalty, Rewards & Retention Platforms (BPAFAFAH)
- akta.pro secondary industries
- Customer Retention, Win-Back & Churn Reduction Programs (MPAAAIAH), Billing, Payments & Subscription Support (BPAAABAC), Early-Stage / Soft Collections (Pre-Delinquency, Reminders) (BPAAAEAC)
Keywords
Where Hoop is headquartered
LocationHeadquarters
- HQ city
- New York
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
Hoop business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Operations
Revenue model
- Subscription retention platform: Usage-based pricing that scales with cancellation volume. Quote-based pricing with demos required; not publicly disclosed.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Pay-as-you-go | Usage-based pricing tied to cancellation volume |
Go-to-market motion3 records
Distribution channels2 records
Marketing channels4 records
Hoop product offering
Product offeringCore offering
Hoop sells an AI retention agent for Shopify subscription brands that plugs into the brand's existing helpdesk and subscription billing stack to intercept cancellation tickets, run a custom conversational save flow in the brand's voice, and write the accepted save back to Recharge, Skio, or Stripe. The platform includes a self-maintaining knowledge base, onsite chat, native helpdesk/billing/commerce integrations, and a retention scorecard that turns every handled cancellation into structured reason, offer, and revenue data.
Product overview
Hoop's current offering is a single unified product, the Hoop AI Retention Agent, which sits between a Shopify subscription brand's helpdesk and its subscription-billing stack to intercept cancellation tickets and run conversational save flows in the brand's voice. It is delivered as a core platform plus several connected modules and integrations: an Auto-Updating Knowledge Base that powers AI-drafted replies across channels, an Onsite Chat widget, a set of Helpdesk Integrations (Gorgias, Zendesk, Kustomer, HelpScout), Subscription Billing Integrations (Recharge, Skio, Stripe) that write accepted saves back to the billing system, a Shopify Commerce Data Integration that provides order and customer context, and a Retention Scorecard analytics module that turns every handled cancellation into structured reason, offer, and revenue data. The platform is purpose-built for Shopify subscription brands rather than a general-purpose support automation tool, with the headline metric being recurring revenue retained.
Differentiator
Problem solved
Functional benefit
Products and services
- Hoop AI Retention Agent AI-powered retention agent built for Shopify subscription brands that plugs into the brand's existing helpdesk and subscription billing stack to intercept cancellation tickets, run a custom conversational save flow in the brand's voice, and write the accepted save back to Recharge or Skio. Designed for DTC ecommerce brands with high churn at the cancellation point.
- Hoop Auto-Updating Knowledge Base Self-maintaining knowledge base generated during onboarding by scanning the business's website and support inbox; powers AI-drafted customer-support replies and is automatically refreshed from ongoing interactions so brands do not need to hand-curate FAQs.
- Hoop Onsite Chat Customer-facing chat widget added to the Hoop for Customer Support product, powered by the same auto-updating knowledge base used for email and helpdesk replies.
- Hoop Helpdesk Integrations (Gorgias, Zendesk, Kustomer, HelpScout) Set of native helpdesk integrations that allow Hoop to intercept cancellation tickets and customer inquiries, run the save or support conversation in the brand's voice, and log every reason, offer, and outcome back to the ticket. Connects via OAuth in about 20 minutes.
- Hoop Subscription Billing Integrations (Recharge, Skio, Stripe) Native read-and-write integrations with Recharge and Skio for subscription state, plus a Stripe connection for billing inquiries. When a save offer is accepted, Hoop automatically applies skips, swaps, pauses, discounts, or cadence changes to the underlying subscription.
- Hoop Shopify Commerce Data Integration Commerce-data context layer that reads order history, product catalog, and customer context from Shopify so the AI agent knows who the subscriber is and what they have actually bought before picking a save offer. No code on the storefront.
- Hoop Retention Scorecard Structured retention analytics surfaced from every cancellation Hoop handles, including save rate over the last 6 months, top cancel reasons, per-offer save-rate performance by segment, and MRR retained against the prior month.
Quantifiable outcome
- Save rate +13 points (MoonBrew case)
- +1 more outcomes
Companies that use Hoop
Customer profileNamed customers1 record
Segments2 records
Ideal customer profiles1 record
Hoop technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration9 records
AI capability3 records
Feature4 records
Hoop partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered flagship and core.
- GorgiasflagshipNative integration with the Gorgias helpdesk platform; Hoop reads cancellation tickets from Gorgias and writes back outcomes.
- ZendeskflagshipNative integration with Zendesk helpdesk for reading cancellation tickets and triggering save conversations.
- KustomerflagshipNative integration with Kustomer helpdesk for cancellation-driven save workflows.
- RechargeflagshipNative integration with Recharge subscription billing; Hoop writes back to Recharge when a subscriber is saved.
- SkioflagshipNative integration with Skio subscription billing; Hoop writes back to Skio to execute saves.
- ShopifyflagshipReads Shopify commerce data to inform save conversations and personalize retention offers.
- OpenAIcoreProvides the underlying AI/LLM processing for the AI agent. Minimum necessary customer information is sent over SSL and not used for fine-tuning OpenAI models.
Scale indicators6 records
Recent moves6 records
Expansion highlights5 records
Hoop competitors and assessment
Company assessmentDirect peers
- Smile.io: Loyalty, referral, and rewards platform built specifically for Shopify brands. Comparable to Hoop as a Shopify-native retention platform serving the same merchant ICP, though Smile focuses on points/rewards programs rather than AI save conversations.
- Gorgias: Helpdesk platform purpose-built for ecommerce brands on Shopify, including native AI features (Gorgias AI) that handle cancellation tickets and customer support. Most direct competitor because it serves the same ICP and is increasingly bundling save-conversation-style capabilities into the helpdesk brands already pay for.
- Intercom Fin: AI customer service agent from Intercom that handles customer conversations including cancellations across chat and email. Hoop explicitly cites Intercom Fin as a comparison point, positioning itself as purpose-built for subscription save versus Fin's general-purpose support automation.
- Decagon: AI-native customer service agent platform that automates conversational support for consumer brands using LLMs. Comparable to Hoop in deploying a brand-voice AI agent that resolves customer issues end-to-end, including complex billing and cancellation inquiries.
- Forethought: AI customer support platform providing AI agents, triage, and deflection for support tickets. Comparable to Hoop as an AI-first CX tool that handles inbound tickets autonomously across ecommerce, SaaS, and other verticals.
- Ada: AI-powered customer service automation platform that deploys branded AI agents to resolve customer inquiries across chat, email, and messaging channels. Comparable to Hoop in automating conversational support in the brand's voice without human intervention.
- ChurnZero: Customer success and churn-reduction platform with AI-driven health scoring, playbooks, and renewal workflows. Comparable to Hoop in its explicit focus on retaining customers at risk of churn, though primarily serving B2B SaaS rather than DTC subscription ecommerce.
Emerging players
- Sierra: AI agent platform for customer experience founded by former Salesforce and Google executives, deploying autonomous agents for consumer brands. Comparable to Hoop as a newer entrant building vertically capable AI agents that handle complex customer interactions end-to-end.
Broad incumbents
- Zendesk: Broad customer service and helpdesk platform with a growing suite of AI features (Zendesk AI) for ticket triage, summarization, and autonomous agent responses. Comparable to Hoop as the underlying helpdesk layer where many of Hoop's customers run and which could ship native retention flows.
- Klaviyo: Marketing automation and customer data platform purpose-built for ecommerce, including retention flows like win-back and post-purchase messaging. Comparable to Hoop as a broader ecommerce retention platform that could expand into AI-conversational save moments for the same Shopify subscriber base.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
Hoop social profiles
Digital presenceHoop compliance and trust
Trust signalCompliance3 records
Hoop financial estimates
Financial estimateRevenue estimate
Valuation estimate
Hoop leadership team
Management profileNumber of profiles
Profiles4 records
Hoop funding detail
Funding detailFunding overview
Funding rounds1 record
Investors4 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Hoop M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Hoop
What does Hoop do?
Hoop sells an AI retention agent for Shopify subscription brands that plugs into the brand's existing helpdesk and subscription billing stack to intercept cancellation tickets, run a custom conversational save flow in the brand's voice, and write the accepted save back to Recharge, Skio, or Stripe. The platform includes a self-maintaining knowledge base, onsite chat, native helpdesk/billing/commerce integrations, and a retention scorecard that turns every handled cancellation into structured reason, offer, and revenue data.
Is Hoop a public or private company?
Hoop is a private company. It is classified as venture growth investor backed and is currently operating.
When was Hoop founded?
Hoop was founded in 2022. It employs 1 to 10 people.
Where is Hoop based?
Hoop is headquartered in New York, United States, in the North America region.
How does Hoop make money?
One revenue line is on record: subscription retention platform.
Who are Hoop's main competitors?
Direct peers on record are Smile.io, Gorgias, Intercom Fin, Decagon, Forethought, Ada and ChurnZero. Sierra is listed as an emerging player. Broad incumbents are Zendesk and Klaviyo.
Does Hoop have an API?
No public API is recorded for Hoop.
What industry is Hoop in?
Hoop's product category is Subscription Retention Software. Its primary akta.pro industry code is BPAFAFAH, Loyalty, Rewards & Retention Platforms, with a secondary code of MPAAAIAH, Customer Retention, Win-Back & Churn Reduction Programs. Its NAICS code is 541511 and its SIC code is 7311.