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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:

Five on Friday: Content Outlines, Successful Models and Brand Loyalty

In this weeks Five on Friday, weve got an interesting mix of content to help your subscription company grow and be more effective, including the keys to a successful subscription revenue model, pricing OTT content just right, using content outlines to improve writing, approaching brand loyalty like Amazon, 10 email mistakes not to make and, as an added bonus, information about our next Payment Processing Bootcamp in New York City!
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.

How the New European Data Privacy Law Will Impact Subscription Companies

Europeans and the European government are taking data privacy very seriously. In fact, some are saying it is the most important change in data privacy regulation in the last 20 years. In May 2018, the two-year transition period for the European Unions new General Data Protection Regulation (GDPR) expires and the new data privacy law goes into effect. Any company doing business with European citizens, including subscription companies, will be impacted, regardless of where the company is located. Companies should start preparing now to comply with the laws and to avoid fines as large as 20 million for violation of the data privacy changes. Heres what you need to know.
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.

Subscription Insider Announces the Official Launch of Subscription Show 2021

Conference to be held in New York, NY, November 1-3 (with live streaming) Tickets go on sale March 16...

Sony Raises Rates for PlayStation Plus and Subscribers Aren’t Happy

Sony announced that it is raising its subscription prices effective September 22, and PlayStation Plus subscribers are not happy. Players have called the announcement and price hike lame, sneaky, underhanded and ridiculous, to quote a few adjectives. Will the annual price hike of $10, or 20 percent, cause Sony to lose subscribers? Could it have handled the announcement better? Find out on Subscription Insider.
Subscription Show 2020 Q&A with CEO Kathy Greenler Sexton

Subscription Show 2020: Day #1 Highlights

Day 1 of Subscription Show 2020 is in the books, complete with keynotes, sessions, networking, coaching and more. Here are highlights.

Shopify Grows Subscription Revenue 67 Percent in Q4

Shopify (NYSE: SHOP) had a good Valentine's Day, reporting its fourth quarter financials on February 15. The cloud-based e-commerce platform reported strong financials, including total revenue of $222.8 million, a 71 percent increase year-over-year. Of that total, Subscription Solutions revenue was $93.9 million, representing a 67 percent increase. The Ontario-based company credits rapid growth in monthly recurring revenue (MRR) for the big numbers. Merchant Solutions revenue was $128.9 million, a 74 percent increase, driven primarily by growth in the company's Gross Merchandise Volume (GMV).

Subscription Show Launches with a Wide Array of Industry Expertise

On the inaugural day of the first-ever Subscription Show 2019 by Subscription Insider, industry professionals met to network and learn from their peers and from industry experts. Here's the recap.

Chargebee Adds Email Notifications to Subscription Management Services

Subscription management and recurring billing platform Chargebee has added email notifications to its offerings for subscription companies. With the new email notifications, companies can contact their customers directly about transactions such as reminders about auto-renewing subscriptions, credit card expiration dates, pending refunds, unpaid invoices, completed payments, cancellations, and more. Companies can segment their customer audiences and then personalize branded messages to better engage their subscribers.

Disney Blames Technical Difficulties on Consumer Demand for Disney Plus

After much anticipation, Disney launched its own streaming service - Disney+ - on Tuesday, but the service was plagued with technical difficulties on its first day, reports Recode. Frustrated subscribers turned to social media (#DisneyPlusFail) to air their concerns with unable to connect messages, slower-than-anticipated speeds and other problems. Some subscribers were understanding, as big technology launches almost always have some bugs, while others felt like Disney should have anticipated the problem.

Salesforce Reports Record Q2 with 22 Percent Increase in Revenue

Last week, leading CRM provider Salesforce (NYSE: CRM) reported record revenue for the second quarter of its fiscal year 2020. For the quarter ended July 31, 2019, Salesforce reported revenue of $4.0 billion, a 22% increase year-over-year, exceeding estimates. Subscription and support revenues comprised the majority of total revenue at $3.75 billion, also a 22% increase year-over-year, driven by Sales Cloud revenue of $1.13 billion and Service Cloud revenue of $1.09 billion. Professional services and other revenue made up the remaining $252 million, a 14% increase year-over-year.

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