Hoop

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

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

• AI retention agent
• Subscription retention software
• Cancellation save automation
• Shopify ecommerce AI
• Customer churn prevention

Headquarters

HQ city

New York

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations

Revenue model

1. Subscription retention platform: Usage-based pricing that scales with cancellation volume. Quote-based pricing with demos required; not publicly disclosed.

Pricing tiers

Go-to-market motion3 records

Distribution channels2 records

Marketing channels4 records

Core 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

Named customers1 record

Segments2 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability3 records

Feature4 records

Partnerships

Seven partnerships are on record, tiered flagship and core.

• GorgiasflagshipTechnology or IntegrationNative integration with the Gorgias helpdesk platform; Hoop reads cancellation tickets from Gorgias and writes back outcomes.
• ZendeskflagshipTechnology or IntegrationNative integration with Zendesk helpdesk for reading cancellation tickets and triggering save conversations.
• KustomerflagshipTechnology or IntegrationNative integration with Kustomer helpdesk for cancellation-driven save workflows.
• RechargeflagshipTechnology or IntegrationNative integration with Recharge subscription billing; Hoop writes back to Recharge when a subscriber is saved.
• SkioflagshipTechnology or IntegrationNative integration with Skio subscription billing; Hoop writes back to Skio to execute saves.
• ShopifyflagshipTechnology or IntegrationReads Shopify commerce data to inform save conversations and personalize retention offers.
• OpenAIcoreTechnology or IntegrationProvides 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

Direct 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

• Xx.com/hoopdotapp
• LinkedInlinkedin.com/company/81939738

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds1 record

Investors4 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Hoop