DigitalGenius for Subscription BusinessesAt the heart of the subscription model is a frictionless experience. With the popularity of these models, subscription businesses are struggling to keep up with growing volumes and stay true to their core values. Here’s how you can inject effortlessness back into your customer service.
There’s a better way forward for subscription businesses.
The Subscription Ecosystem
Key Repetitive Subscription Questions to Automate
With the inherent flexibility of subscription models, customers expect a simple opt-out when it suits. However, as volumes grow, responding to these questions becomes its own cost center, while delays reduce satisfaction and propensity to resubscribe.
Using AI to identify cancellation requests, DigitalGenius is able to execute a cancellation process end-to-end across third party systems. Customers receive instant notification of cancellation, allowing agents to concentrate on requests of greater complexity.
Whether it’s a bad experience, or the customer not opting in, refunds are constants for this model. Agents need to individually screen each request, follow business rules and issue the refund. As volumes grow, these cost more to manually handle, while delays risk customer churn.
DigitalGenius AI will read and understand refund requests, and following bespoke business rules on context, amount, and other markers, fully execute the most frequently occurring and low value requests. With these automated, customer satisfaction improves while agents have greater bandwidth to manage nuanced refund matters.
When customers ask for their password reset, it usually means they want immediate access to the service, and given the simplicity of the request, expect fast responses. The longer the reply, the worse off the satisfaction, but with queues getting longer, customer services teams struggle to deliver.
Executing actions in the back office to reset the password, and replying directly to the customer, DigitalGenius can immediately resolve these repetitive tasks, allowing your customers to get back to using the service and saving agents valuable time to serve your customers.