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Increase Subscription or Membership Renewal Rates

Target use case - Increase Subscription or Membership Renewal Rates - high-level overview

This use case will help you understand how to use a 2-channel communication and tags to prompt your customers to take action before their contract with you expires.

Your reminders for a subscription or membership renewal can receive another boost through our web interface. First, send an SMS to remind the customers that their contract will expire soon and invite them to renew.

Those who respond positively will receive another message letting them know that someone from your customer support team will contact them. To customers who do not respond to your original message within a few days, you can send an email notification.

Process Workflow

Target use case - Increase Subscription or Membership Renewal Rates - process workflow

Implementation Steps

In Target module, use IMPORT PEOPLE to import customer contacts from files, or set up a connection between your system and our Target module via People API as shown in the example below. (Create a tag based on customer preferences; for instance, contractEnd.)

{
   "firstName":"Jane",
   "lastName":"Smith",
   "address":"67 Farringdon Road",
   "city":"London",
   "country":"United Kingdom",
   "gender":"FEMALE",
   "birthDate":"1966-01-15",
   "middleName":"Janie",
   "tags":[
      "contractEnd"
     ],
   "customAttributes":{
      "Contract Renewal":"2019-11-20",
      "Company":"Acme"
   },
   "contactInformation":{
      "phone":[
         {
            "number":"41793026727"
         }
      ],
      "email":[
         {
            "address":"jane@acme.com"
         }
      ]
   }
}

In the Communicate module, start creating a Flow by choosing Start from Scratch and select People events. Add contractEnd tag.

Target use case - Increase Subscription or Membership Renewal Rates - select People event

Select SMS and fill in the required information and content. Example:

Hi {firstName},

Your contract with us expires pretty soon, so we would love to hear from you, get your feedback and talk about the contract renewal!  Interested? Reply with YES to talk with an agent.

Target use case - Increase Subscription or Membership Renewal Rates - select SMS

Add Evaluate inbound SMS and set two conditions: a Yes response and 2-day pause for no response.

Target use case - Increase Subscription or Membership Renewal Rates - evaluate inbound SMS

Add contactMe tag (or similar tag) for customers who respond with Yes and send another SMS to them. Example:

Hi {firstName},

Thank you again for choosing us! One of our Customer Care agents will soon contact you to share the next steps.

Target use case - Increase Subscription or Membership Renewal Rates - add tag

Send an Email reminder to customers who have not responded in 2 days' time.

Subject: Contract Expiry Reminder

Hi firstName,

A quick reminder that your contract with us ends soon and we would love to have your feedback and discuss the upcoming period.

Target use case - Increase Subscription or Membership Renewal Rates - send email reminder

VALIDATE your flow. On the summary screen, press LAUNCH NOW!

Target use case - Increase Subscription or Membership Renewal Rates - launch flow

Select an active communication to track results directly or do it through the Analyze module. In Analyze, use DASHBOARD for performance metrics or  REPORTS to check the status of your communication with customers; you can also CREATE REPORT and set the metrics that are the best fit for your communication.

PRO TIP

You can decide to use a different channel in place of SMS, such as WhatsApp or Viber, where Email as a Failover option ensures the message gets delivered.


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