SUBSCRIBE AND DELIGHT 📱

Why you need to text your subscribers and how I do it.

Raise your hand if you’ve ever been personally victimized by a subscription that you were forced to later regret.

Something was damaged during shipping.

You need that new sunscreen NOW.

A box of organic produce just arrived, and you’re going on vacation next week. 

DANIEL WAS SUPPOSED TO PUT THIS ON PAUSE! 

None of these things are the brand’s fault, but they still create a bad customer experience.

And, bad customer experiences create CHURN. 

70% of churn happens by the 3rd order!

It doesn’t have to be this way. 

TBH, your brand can’t afford for it to be this way. 

So you’re gonna love Concierge SMS, powered by Recharge AI. If you know me you know I use Recharge for subscription across all of my brands – and this feature only reaffirms my choice. More on that later. 

HOW DOES IT WORK? 📱

CONCIERGE SMS GIVES SUBSCRIBERS A HEADS UP OVER TEXT AND THEN SMOOTHES OUT ANY FRICTION.

A few days before an order processes and a subscriber’s charged, Concierge SMS sends a proactive text message to remind the subscriber AND ask if they need to make any adjustments.

Plus, the text is sent based on the customer’s local time zone, meaning it’s both compliant and more likely to be engaged with. 

1️⃣. HOW THOUGHTFUL!

2️⃣. WHY ISN’T THIS ALREADY THE STANDARD?

Every subscriber will appreciate the heads up. It’s so rare to get a nice heads up these days.

Some subscribers are going to take advantage of the flexibility. As a matter of fact, they do have some adjustments to make…

THIS IS WHERE STATUS QUO, REACTIVE AI WOULD FAIL, BUT PROACTIVE RECHARGE AI WINS. (AND, WHEN RECHARGE AI WINS, YOUR BRAND WINS AND YOU FIGHT CHURN.)

🔮 Let’s say a subscriber texts back that they need to cancel an order or change their delivery address. 

A status quo reactive AI chatbot would link to a support article, which doesn’t feel very supportive, does it? 

Proactive Recharge AI takes action, because Concierge SMS was purpose-built for subscription management – that’s its sole purpose. It can cancel an order, but 1st it actively attempts to deflect cancellation by converting it to a delay. 

🔮 Let’s say a subscriber is a little more eager and wants to add a product to their order or get their order earlier. WE WANT THAT FOR THEM. STAY EAGER. 

A status quo reactive AI chatbot would link to a support article that may or may not address these more nuanced requests. Or, it would botch this upsell. Or, botch the timing. We’ve all seen it. 

Or, it might tell the subscriber to reach out to a CX team. 

Then the subscriber has to call or email. Probably gets put on hold or email. Or self-service in a portal. Likely feels frustrated. Possibly screams at young, innocent Ari in her 1st job after dropping out of law school. TBT. 

Proactive Recharge AI takes action, because it’s here to handle all things subscription in a polished, polite way. That’s why it’s called CONCIERGE SMS (not Begrudging Desk Clerk SMS).

🔮 Let’s say a subscriber has an issue outside of subscription management that Concierge SMS can’t resolve, like a complaint about a product. 

A status quo reactive AI chatbot would… I don’t even wanna know what.  

Proactive Recharge AI recognizes that this is outside its subscriptions management purview and escalates the request to the CX team with full context. ASAP. WITH NO DELAY IN SERVICE.

AND, IT ALL HAPPENS OVER TEXT!

THE MOST CONVENIENT WAY TO DO ANYTHING. ONCE YOU GO 100% OPEN RATE, YOU’LL NEVER GO BACK.

Brands that use Concierge SMS are deflecting 85% of cancellations!

You saw those texts above. They’re POLISHED.

Concierge SMS is texting subscribers that might churn off the ledge and getting them to delay instead. 

It’s solving their order issues. 

It’s satisfying their order whims. 

It’s building brand affinity and maximizing LTV.

It’s giving SUBSCRIBE and delight.

I’D RECOMMEND CONCIERGE SMS TO…

ANY BRAND WITH A SUBSCRIPTION, BUT ESPECIALLY…

1️⃣. A brand selling fast-moving consumer goods that might run out early, like toilet paper or snacks.

2️⃣. A brand selling a product subscribers grow out of, like diapers.

3️⃣. A brand selling seasonal consumables that can be hit or miss, like candles.

4️⃣. A brand with lots of SKUs begging to be impulse-purchased and tried immediately, like cosmetics.

5️⃣. A brand that wants to keep subscribers, like YOURS.

SO NOW WHAT?

You know what. But go ahead, keep reading.

Don’t let 3rd order churn happen to your brand. You increase LTV by using SMS in a way that meets your subscriber where they are.

You harness the convenience of SMS and the advancement of proactive Recharge AI to keep subscribers informed and happy and COMING BACK.

It’s never been easier to give every order white-glove customer service… without driving your CX team insane. 

Try Concierge SMS, powered by Recharge AI today.

Yours in subscription, 

Ari