The importance of effective customer service is well understood. But how do you know if you are delivering that? And what channels — phone,
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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.
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As your business grows, it will eventually be time to scale your customer service activities. This article highlights the customer service challenges a large
Your first customer service hire is a key role within your organization, regardless of whether the position is full or part-time. This article explores
One of the best foundations for good customer service is preparing for the common questions that frequently come up. It’s imperative to identify inquiries
When you’re ready to implement customer service activities, you’ll have to decide whether to hire direct employees or to leverage an outsourced call center.
Whether you’re new to running customer service or at a growing company that is just building out a formal customer service department, preparing a
Customer Service, while simple in theory, is quite complex. Keeping customers happy so they can continue to doing business with you is becoming increasingly
A third of consumers have complained about companies on social media, and almost 40 percent are OK with using social channels for customer support.
When Equifax revealed that hackers stole credit data for 143 million people, the company offered a remedy: a free year enrollment in its data
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For high-volume and complex subscription companies, it’s critical to identify growth levers that will build your business. From there, you need to get your plan operational
The payments system is enormously complex and only has milliseconds to make accurate payment authorization decisions for billions of payment requests, including for your
With rising inflation and higher day-to-day costs, many consumers are facing financial hardship and are cutting their subscriptions to reduce spending. Learn how to
Chris Marchand of Verifi and Sharon Gross of Paul Larsen Consulting discuss subscriber disputes and chargebacks.
With rising inflation and higher day-to-day costs, many consumers are facing financial hardship and are cutting their subscriptions to reduce spending. How does your
Robert Skrob of Membership Services discusses why customer onboarding is so critical to subscription companies.
Before posting your next customer service job opening, use our cheat sheet to gather all the needed information.
Subscription customers are committed to an ongoing relationship in which they pay for regular delivery of products or services. Unfortunately, many subscription companies don’t
Traditionally, subscription companies put a heavy emphasis on customer acquisition but retention is equally valuable.
Case Study from Subscription Show 2021: KitNipBox – How to Extend the Lifetime Value of Subscribers
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