Hi Recharge Community! I’m Jenna Fishman, a Product Marketing Manager here at Recharge. I work with the Product team and focus on ways merchants can improve their customer's subscription management experience via the customer portal.
I’m really excited about the Community platform and the opportunities it opens up for us to have candid conversations with you, hear your feedback, and learn how we can make things easier for you and your customers.
To start, I’m going to share some best practices and tips on ways you can optimize the subscription management experience through your customer portal.
Empower customers by giving them control of their subscription experience
Customers care about flexibility - as our State of Commerce report highlighted in 2020 merchants that offered purchase options like delivery skips, product swaps, and one-time purchases increased AOV by an average of 6%. In 2021, we saw that trend continue.
Check your customer portal settings in the Recharge merchant portal to see what changes you currently allow your customers to make and identify if there is an opportunity to increase that flexibility.
Setup cancellation retention strategies - customers' lifestyle, needs, and financial situation can vary month-month. They may really love your product but when their needs change the first instinct might be to cancel. Our cancellation retention strategies feature enables you to set up alternative suggestions when a customer selects a cancellation reason. For example, if a customer says “I already have more than I need” - you can suggest they skip their upcoming order.
Increase your AOV and highlight additional products you sell
Using our collections feature - you can build out a customized collection of products and assign that collection to your customer portal.
If you’re a Theme Engine user you can add an “add products” function on any of your customer portal pages. For example, Eric from Lake Erie Pet Co. sends their customers to the upcoming delivery page primarily so they added one there and saw a 25% AOV increase after implementing this change.
If you’re interested in selling one-time-only products in the customer portal without additional customizations, leave a comment below! We are cooking something up!