A digital subscription service company
Objective: To improve customer engagement and ensure timely subscription renewals, minimizing churn and enhancing retention rates.

Challenges Faced by the Subscription Management Team:

  1. Manual Renewal Reminders: The team was manually sending reminders via email and SMS, which led to inconsistencies and frequent missed follow-ups, especially for high-volume accounts.
  2. Lack of Centralized Communication: Customer interactions were fragmented across emails, SMS, and phone calls, making it difficult to track communication history.
  3. High Churn Rate: Subscribers often overlooked or delayed renewals, resulting in a higher-than-expected churn rate and revenue loss.

How ClikTo Helped:

  1. Automated Renewal Reminders:
    • ClikTo allowed the team to set up automated reminder sequences across multiple channels (email, SMS, and WhatsApp). Subscribers would receive timely reminders in the days and weeks leading up to their renewal date.
    • This automation minimized manual intervention, ensuring that every subscriber received consistent, timely notifications without delay.
  2. Click-to-Call for Quick Resolution:
    • Using ClikTo’s click-to-call feature, agents could instantly connect with subscribers who had questions or were hesitant to renew.
    • This feature reduced the time spent dialing numbers and allowed agents to manage a high volume of calls more efficiently, addressing customer concerns promptly.
  3. Unified Communication History:
    • ClikTo’s CRM integration provided a centralized record of all interactions for each subscriber, allowing agents to view previous conversations, renewal history, and past issues in one place.
    • This comprehensive view enabled agents to handle renewals more effectively and address any specific subscriber needs without repeating information.
  4. Customizable Follow-Up Workflows:
    • The team could set up custom workflows based on each subscriber’s renewal status. For example, if a renewal was pending, ClikTo could automatically assign follow-up tasks to specific agents, ensuring timely intervention.
    • This reduced the chances of overlooked renewals and allowed high-priority accounts to receive extra attention.
  5. Predictive Analytics for Proactive Engagement:
    • ClikTo’s data-driven insights identified trends in subscriber behavior, such as peak times for renewals and common queries or concerns. This allowed the team to address common issues proactively, enhancing the overall renewal experience.

With ClikTo, the subscription service streamlined its renewal process, automated routine tasks, and engaged subscribers more effectively. By leveraging ClikTo’s multi-channel communication, centralized CRM, and workflow automation, the company reduced churn, increased renewals, and created a seamless, proactive customer experience.