By Matthew Kassel Feb. 25, 2020 1:11 pm ET Companies that sell subscriptions to products—everything from razors and high-fashion clothing to pet products and meal kits—are locked in fierce competition.
The chat was partly designed to encourage customers to find a better plan that they might not have been aware of before signing off for good, according to Lauren Cowher Hill, director of global customer experience at ClassPass. ClassPass is using what it learned from the live chat process to inform its automated cancellation system, she said.
Last year, Rent the Runway began letting subscribers to its fashion service immediately pause or cancel memberships by sending a single email. It previously required members to call or email a “Membership Concierge,” which had drawn complaints for sometimes replying slowly. That could help the subscription companies’ broader efforts to make recurring shipments and automatic charges feel less transactional and more like membership in a club.
Harry’s said customers can cancel either through Harrys.com—by clicking a button on their profile—or by getting in touch with the customer support team via phone or email.
As a retailer of 40+ years, excellent customer care and service was basic to success. Many of today’s start-ups whose model of retail is technology led, fail to understand this.
Uh huh so when is WSJ going to stop forcing digital subscribers to call a landline when they want to cancel their subscriptions?
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