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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.

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:

6 Most-Read How-To Articles

How-to manage lapsed subscribers, how-to manage subscription customer service, how-to manage payments: these are just some of the how-to topics we covered in 2018. Here are the six most-read how-to articles from 2018.
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.

Comcast Launches Xfinity Flex Streaming for Internet-Only Customers

Cable behemoth Comcast is trying to get its slice of the streaming video pie, it seems. Last Thursday, Comcast announced the launch of Xfinity Flex, a streaming video on demand service for the company's internet-only customers. Effective yesterday, for $5 a month in addition to the cost of their internet service, Xfinity internet-only customers can use their TV and a Comcast voice remote to manage all their connected devices at home and access all - or most of - their streaming video experiences in one place. Comcast is essentially turning customers' televisions into dashboards for accessing entertainment and other digital devices in the home.

Ecommerce & Subscription Billing Platform Avangate Acquires 2Checkout

Yesterday subscription ecommerce and subscription billing platform Avangate announced its acquisition of 2Checkout, a global payment processor, allowing the company to expand its payment flexibility and broaden market reach. Avangate will take on the 2Checkout name and will be led by Avangate CEO Alex Hart. 2Checkout's CEO Ken Benvenuto remain, serving as an advisor and a board member. The terms of the deal, including the sale price, were not disclosed.

10 Most-Read Subscription-focused Legal Articles

Regulation was a hot topic for subscription companies in 2017, so much so, that these were amongst our most popular articles of the year. With the explosion of subscriptions businesses, the FTC was busy in 2017 with actions meant to keep consumers safe. New state laws, security breaches, and global privacy regulations round out our most read legal articles.
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.

Amazon Prime Day Is Reportedly Going to Be Postponed Until August

Reports are circulating in the media that Amazon is considering postponing its popular Prime Day because of the coronavirus crisis, says USA...
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.

New FTC Complaint Filed Against Dozens of Companies in Subscription Renewal Scam

Last Wednesday the Federal Trade Commission (FTC) filed a complaint in U.S. District Court for the District of Oregon, Medford Division, alleging that dozens of third-party subscription companies have defrauded consumers, including subscribers of the Denver Post, by charging inflated renewal rates. The companies have no relation to the magazines and newspapers they claimed to represent.

Establishing a Customer Service Department

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 plan for your company should start with what you already know. Like any journey, the secret to creating an effective Customer Service department is starting with a compass and a map - and refining as you move forward. In this 2nd article of our Customer Service Best Practice series, Diane Pierson walks through the basics of setting up your own customer service department.
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.
Wink Customers Outraged at Unexpected Switch to Subscription Model

Wink to Move Forward with Subscription Plan July 27

After putting it on hold indefinitely, Wink will move forward with its subscription plan on July 27. Non-subscribers will retain limited functionality.
Square Launches ‘Invoices Plus’ Paid Subscriptions

Square Launches ‘Invoices Plus’ Paid Subscriptions

Payment solutions provider Square is expanding its payment options to include Invoices Plus, a paid subscription offering.

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