Delighting Subscribers: How to Enhance the Customer Experience in Subscription Businesses

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Customer portal

The subscription e-commerce market is growing rapidly and is expected to have a value of $2419,69 billion by 2028. In order to keep your subscription offer unique and valuable, you have to enhance the customer experience.

Building long-lasting and positive relationships with your subscribers is the key to a profitable business. From offering intuitive experiences to incorporating top-notch subscription apps, there are many ways to delight your subscribers. This blog will discuss expert tips to boost customer experience and retention with proven strategies. Keep reading.

Tailored Subscriptions

Customers love it when brands personalize their offerings according to their preferences and needs. You can customize your subscription offers by offering free trials, gift cards, discounts, coupons, etc. This will attract new subscribers while retaining the existing ones.

Many businesses use the free trials strategy to attract new subscribers. It allows cautious customers to test your services/products before they start paying for them. You can ask for a credit card to start a trial or not; it depends on you.

However, not asking for a credit card sign-up will have more chances to bring more subscribers. Similarly, coupons and discounts are great for existing subscribers. For example, if your subscribers have been with you for a certain period, you can reward them with coupons, discounts, gift cards, etc. All this will delight your subscribers and help your business grow.

Learn What Your Customer Wants

Understanding customers’ pain points and needs is one of the most effective ways to optimize your subscription strategy. Learn what made them subscribe in the first place, how their needs change over time, what they dislike, etc. You should also pay close attention to your buyer’s journey and use various interaction tactics to satisfy them.

Effortless Payment Structure

The easier it is for your customers to pay, the more satisfied they will be. Subscribers don’t like it when brands make it hassle-full to pay their monthly fees. Instead of thinking of payments as an infrastructure component, consider them growth catalyzers. Most customers prefer to pay in local currency and abandon certain services if it’s only available in USD. Similarly, not offering multiple payment options and gateways is another mistake brands make. Instead of relying on just credit/debit card payments, add multiple options so they can pay as easily as possible.

Another thing to consider is storing their credit card information. Don’t ask your subscribers to re-enter the same details repeatedly (unless they don’t want to save their info). An average person has 3–4 credit cards, making it difficult to find the card and re-enter the information each time they want to buy something.

Transactional Text Messages

Nowadays, customers want everything quickly, and using a transactional messaging management tactic is a great way to accelerate things. With this strategy, customers can learn about their purchases via text and manage them without having to log on to their portal or check their emails. This will allow you to offer your customers the exact services or products they want in their inboxes without any hassles.

Subscription Management Links

Another way to make your subscribers’ lives easier is to send easy links to bypass the portal securely. Do you know an average person can have about 100 passwords in today’s digital era? Therefore, it has become challenging for most people to remember their passwords. If they forget the password to the portal, there are chances that your customers will avoid logging in instead of requesting a new password.

Sending subscription links to their inboxes will significantly improve their satisfaction.

Streamline Customer Portal

Customer portals lay down the foundation for your subscription model. If they are outdated, slow, hard-to-navigate, your subscribers are less likely to stay. You should invest in an advanced Shopify subscription app to create a top-notch portal.

Here are some tips for designing a streamlined customer portal

Intuitive Design

The portal should be easy to navigate and intuitive. Customers should have a centralized place for managing their orders, connecting with agents, finding information, etc. Add FAQs, links to support pages, infographics, guides, product care information, and other valuable features.

Allow Customers to Change their Orders

Incorporate flexibility features into the portal so customers can make required changes to their orders. It should allow them to swap products, change the delivery date, skip/resume a delivery, and so on. Flexibility increases their satisfaction, and they tend to stick to your brand for longer.

Subscription Pausing Option

Offering a subscription pausing option to your subscribers is a clever retention strategy that most businesses aren’t aware of. It’s best to plan for every scenario, including when subscribers wish to cancel their subscriptions.

Even if you have excellent retention strategies in place and ensure your customers’ needs are met, some of them might still want to cancel due to increased inflation. While canceling can always be an option, adding a subscription pausing option can entice your customers to stick around (and even resume their subscription). This decreases your chances of subscriber churn and improves retention.

Unmatched Value

Consumers expect more than the services and products you have to offer. By offering them unmatched value, you increase their satisfaction and encourage them to stick to your brand instead of switching to a competitor. It could be a loyalty reward, gift card, birthday gift, irresistible discount, informative messages, limited edition products, etc.

One crucial part of ensuring a seamless customer experience is to leverage advanced and top-notch subscription management solutions, such as Appstle Subscriptions. It’s a leading Shopify subscription app that has helped over 15,000 Shopify and Shopify Plus merchants. You can also get other apps like Appstle Loyalty & Rewards and Appstle Membership app. All these apps have simple, powerful, and customizable infrastructure, allowing merchants to easily scale their business. Contact the company for more details or visit their website.