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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This $3.4 million settlement offers four key warnings for subscription businesses, especially those in media and streaming.
Marc Roth unpacks the implications of the 8th Circuit decision, ongoing ROSCA risks, and why compliance prep still matters.
Businesses must now offer cancellation methods matching sign-up flows and provide annual renewal reminders for subscriptions started or extended on or after July 1, 2025.
Onboarding has always been critical to subscription success. In the age of customer AI bots, subscription executives must rethink how they guide, engage, and retain
Compliance strategist Paavana Kumar walks through FTC and state-level risks hiding in your subscriber experience.
Warner Bros. Discovery isn’t just breaking up—it’s reorganizing for growth. Here’s what subscription executives can learn from their structural reset.
Learn how to use subscription revenue data signals to reduce churn, drive upsells, and optimize renewals. A practical guide for subscription executives ready to act
Learn how subscription businesses are cutting payment costs through analytics, downgrade reduction, ACH incentives, and smarter routing.
Compliance legal expert Marc Roth breaks down the FTC’s surprise 60-day delay of the Negative Option Rule—and the confusion it leaves behind.
Paavana Kumar breaks down the new disclosure, consent, and cancellation rules subscription businesses must follow under the FTC’s Click-to-Cancel Rule and stricter state laws.
Pricing Expert Mark Stiving Shares Proven Tactics to Increase Revenue, Improve Value Perception, and Reduce Churn
Marc Roth Unpacks a Flurry of State Legislation—and Why the FTC’s Negative Option Rule May Not Be Dead Yet
Learn from Mark Roth of Cobalt Law about the FTC’s negative option rule, new state laws, and what subscription businesses must do.
Unlock your growth potential with actionable insights into customer data management, shipping, packaging, marketing, and revenue diversification.
Discover where your customers cancel subscriptions and learn actionable strategies to reduce churn, improve retention, and strengthen customer relationships.
How can your subscription business thrive in 2025? Explore expert insights on retention, operational efficiency, and overcoming regulatory challenges.
Amid legal challenges and Congressional review, the FTC’s long-anticipated rule on negative option marketing is set to take effect in January.
Expert Analysis from Cobalt Law’s Marc Roth on the FTC’s Final Negative Option Rule—What’s Changed, What’s Next, and How It Impacts Your Business
Learn how subscription businesses can use payment salvage and decline recovery strategies to prevent revenue loss from failed transactions.
Learn how to address payment experience-related issues to transform customer relationships, reduce churn, lower costs, and increase lifetime value.
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Banking Apps can help subscription companies engage where their subscribers are and increase retention.
The payments system is enormously complex and only has milliseconds to make accurate payment authorization decisions for billions of payment requests, including for your recurring
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 subscription
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 understand
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
An investor group of private equity firms has agreed to acquire SaaS provider Zendesk for $10.2B in cash.
Creating a customer response blueprint helps prepare your team for tough subscriber questions.
