Customer support is a key driver of retention and profitability in digital subscriptions. Research by Gartner's reveals that satisfied customers have an 82% chance of repurchasing, even with alternatives available. Additionally, an Omdia survey highlights that 25% of respondents view support as essential for staying loyal to a brand.
Clearly, customer support holds an excellent opportunity to optimize experiences and boost retention and profits. But scaling efficient, cost-effective customer care isn't easy.
This whitepaper exlores strategies to optimize customer support, enhance subscriber satisfaction, and reduce opertational costs by up to 40%. Download it for free to discover:
Ready to transform your customer support into a growth driver? Download now and start optimizing your D2C subscription business today!
free Ebook
Proven benchmarks to close the performance gap and turn retention into your primary growth engine.
What you’ll get inside:
We break down the four critical phases of the subscriber journey with data-backed insights for each.
Phase 1
Acquire and convert
Benchmark: New-user conversion, sub-5-minute sign-ups, trial-to-paid, and campaign performance
Insight: Identify where top performers convert faster and keep more trial users engaged
Phase 2
Optimize revenue
Benchmark: ARPU, long-commit, web-channel, and annual vs. monthly value
Insight: See how leaders increase average revenue per subscriber and shift users to higher-margin plans
Phase 3
Retain and win back
Benchmark: Subscriber lifetime, retention rate, resubscription, and recurring payment success
Insight: Understand which retention gaps most impact subscriber lifetime
Phase 4
Customer experience
Benchmark: Help-center engagement, contact rate, one-touch resolution, and ticket reopen metrics
Insight: Discover how leading brands turn support interactions into loyalty and retention advantages
