AI for Subscription Businesses

At 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.

Automate your customer support.

Delivering a convenient experience, with minimal disruption, is critical to subscription businesses. But growth brings increased strain on customer service to deliver rapidly on the promise of convenience. Market leaders are increasingly automating process-based, redundant queries to ensure convenience is restored. Here’s how to add automation any of your customer service channels, creating instant and convenient resolution for your customers’ most repetitive queries.

The Subscription Ecosystem

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Key Repetitive Subscription Questions to Automate

Cancel Subscription
The challenge:

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.

THE SOLUTION:

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.

Refunds
The challenge:

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.

THE SOLUTION:

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.

Password Reset
The challenge:

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.

THE SOLUTION:

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.

How DigitalGenius Works

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The average response time for manufacturers today is 24 hours, with an average handling time of 5 minutes. DigitalGenius allows manufacturers to bring both down to < 1 minute, which unifies business units and ensures that valuable opportunities are capitalized upon - while ensuring that your customers receive the best service during key points in their purchasing cycle.

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