Giving customers control of their subscription
The self-service controls subscribers expect, and why they reduce cancellations.
Subscribers want to feel in control. If the only way to change a subscription is to email support, or if the only option offered is to cancel, many customers will cancel.
Core self-service controls
- Add products or one-off items
- Skip a delivery or pause the subscription
- Change the frequency of individual products
- Edit their address, payment details and personal info
Good practice
- Make each change in as few steps as possible and confirm it straight away.
- Show what is coming in the next delivery and when it will be charged.
- Offer a pause or skip when a customer starts to cancel, but still let them cancel easily.
As the original site said, customers "want & need to feel in control".