Home TOPIC Customer Service

Customer Service

Customer Service can make or break your renewal rate. Customer service, at its core, is ensuring that your subscribers and members are so they will continue doing business with you. Seems simple, right? Yet it’s becoming increasingly complex as the responsibilities of customer service change, the number of customer service channels expand, and customer expectations increase. When you consider that 82% of consumers have stopped doing business with a company because of bad customer service, you begin to understand the scope of the issue. The good news?  Customer service still comes down to prompt, honest, empathetic communication with your customers, and even small companies can do it well.

Here are some of our most popular & evergreen content focused on Subscription Customer Service:

·      Customer Service Out in the World: Social Media and Your Online Reputation

·      Effective Customer Service Is Quantized Customer Service

·      Customer Service: The Basics

·      Establishing a Customer Service Department

·      Outsourcing Customer Service

·      Handling Common Customer Service Questions

·      Your First Customer Service Hire

·      Scaling Your Customer Service Team

Interested in on-demand training? Check out:

  • Subscription Fundamentals: RETENTION, with Robert Skrob.Learn the essentials and tactics of retention, including teaching you how to develop a membership growth plan, optimize your member’s journey, deliver what your subscriber truly wants, and a primer on how to track and measure it all for maximum profitability!
  • Subscription Fundamentals: PAYMENTS, with Melanie Stout. Learn about involuntary churn and the essentials of how recurring payments work, starting with basics and work through to sophisticated topics such as chargeback handling and KPI monitoring.
  • Subscription Show 2020 On-Demand with 77 sessions dedicated to the latest subscription economy trends and intel to help you grow your business.

Check out all of our Customer Service information below – both news and subscriber-only – organized by date:

10 Ways Subscription Companies Have Adapted to the Pandemic, Part 2

10 Ways Subscription Companies Have Adapted to the Pandemic, Part 1

The pandemic has changed virtually everything about our lives. Here are 10 ways subscription companies have survived and thrived.
Hello! If you are a paying Subscription Insider Member, please log in below to continue reading. Otherwise, click subscribe below to enjoy access to all of our premium content.

Subscription Insider is uniquely focused on the business of subscriptions.

Subscription Insider is uniquely focused on the business of subscriptions.
We deliver the information, training and research that subscription entrepreneurs, executives, and their teams need to support improved decision making, skills, and profitability.
Zoom Reports Triple-Digit Growth in Revenue and Subscribers in Q2 FY2021

Zoom Launches New OnZoom Platform for Paid Events

At Zoomtopia, Zoom announced the launch of OnZoom, a new online platform that allows paid Zoom users the ability to monetize events.
Amazon Prime Day 2020 Is Coming Soon – October 13-14

Amazon Prime Day 2020 Raises $3.5B for Small and Medium Sized Businesses

Amazon Prime Day 2020 was wildly successful, raising $3.5B for third-party sellers, most of which are small or medium businesses.
Five on Friday: Subscription Show Edition

Five on Friday: Subscription Show Edition

In this special edition, we share key takeaways from Subscription Show 2020 including disruption, retention and the customer journey.
Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020: Day #6 Highlights

In the final day of Subscription Show 2020, we talked about M&A, churn rates, onboarding, payment methods, choice & more.
Netflix is raising prices $1 to $2 a Month for US Subscribers

No More Free Trials for Netflix Viewers in the U.S.

Streaming giant Netflix will no longer offer free trials to prospective subscribers in the U.S., but it still offers some content for free.
Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020: Day #5 Highlights

Day #5 of Subscription Show 2020 included a VIP session with author Robbie Kellman Baxter, keynote Anne Janzer, sessions, networking & more.
Philadelphia Inquirer to Sell Printing Facility and Lay Off 500 Employees

Philadelphia Inquirer to Sell Printing Facility and Lay Off 500 Employees

The Philadelphia Inquirer is planning to sell its 674,000 sq. ft. printing facility by year end, forcing a layoff of 500 employees.
Subscription Show 2020: Day #2 Highlights

Subscription Show 2020: Day #4 Highlights

Day #4 of Subscription Show 2020 included a VIP session with Robert Skrob of Membership Services, sessions, demos and more.
Lyft and Grubhub Partner to Offer Free Food Delivery to Lyft Pink Members

Lyft and Grubhub Partner to Offer Free Food Delivery to Lyft Pink Members

Responding to member requests, Lyft and Grubhub partner to offer free food delivery to Lyft Pink members through Grubhub+.

What's New