One of the biggest causes of cancellation has always been that clients have difficulty in understanding all that our platform has to offer. In some cases, they feel lost or alone in the process using our editor and platform, regardless of having our incredible Customer Care and Tech Support lines. In most cases, we don’t hear from them until it’s too late.
We’ve realized that it’s important to start our relationship with new clients off on a better foot. We receive tremendous customer satisfaction reviews, but beyond satisfaction, we want to improve client relations and develop programs geared toward retention.
There’s a new pilot program in place where an agent will be reaching out to new website clients to assist with onboarding. Clients that purchase a Design Center package will not receive this call, since they already have an onboarding path setup for them through the Design Center process. We will then keep track of all of these clients to see how it helps with retention. Read More