BIOHM saw an increase in satisfied customers and a decrease in customer churn within just one month of implementing their customer portal. Previously, their churn rate had reached 19.5%. With the new customer portal—and collecting valuable customer feedback through their customer service team—BIOHM’s churn rate dropped to 10%.
By focusing on the managing subscription aspect of the customer journey, BIOHM was able to solve a lot of customer support issues they were seeing. Collecting customer feedback france phone number list regarding account access and subscription modifications allowed the BIOHM team to see where they could improve, and make their customer experience that much better.
“So, we’re seeing that our customers are one, happy that they’re able to modify, swap, skip…but then they’re also able to access the rewards, redeem those points on their upcoming purchases, which means they’re staying around longer.”
—Melanie Corrigan, Director of Ecommerce and Marketing at BIOHM Health
Merchants can learn a lot from dissatisfied customers, which is why customer surveys and listening to negative reviews is important. Customer frustration can be one of the biggest tools for turning an unhappy customer into a happy one.
Going above and beyond for customers
Overall customer satisfaction isn’t just achieved by a new customer portal or education efforts, however. The customer service team plays a huge role in cultivating loyal customers and increasing customer satisfaction scores. The BIOHM customer service team still works to make customers happy, but now they have the portal that gets rids of a lot of friction surrounding subscription management. They’ve found that going the extra mile for customers can create a loyal customer for life.