For subscription boxes, clubs and meal kits
Sold once. Earned every time it arrives.
The reminders, payments, skips and swaps run by themselves. What’s left is the part subscribers remember.
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What we do
Someone has moved house, a gift has run out, someone wants to cancel, and this week’s meal kit came without its chicken. Each needs sorting before the next one goes out.
Which parts we take on is up to you
It could be the changes asked for after the cut-off and the questions about a charge. It could be the cancellations, the boxes that arrived short, your social messages, or the evidence for a payment disputed with the bank.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
Three kinds of people write to a subscription business. Two of them weren’t thinking about it until something reminded them.
Subscribers
Before the next box is packed, and when the last one lands
- Skip the next one, or pause for a while, after the cut-off has passed
- “We’ve moved. Has it gone out yet?”
- Swap something in it, or change how often it comes
- “Can this week’s meal kit come on Thursday instead?”
- It says delivered, and it isn’t here
- “I’d like to cancel”
People surprised by a charge
In the days after a payment is taken
- “What is this charge?”
- A yearly plan that has renewed
- An introductory price that has ended
- “I cancelled this months ago”
- An email about a failed payment that they don’t trust
- A refund, and when it will arrive
People with a gift
After Christmas and birthdays, and when the gift runs out
- The person who gave it, asking whether it ever arrived
- A gift that hasn’t started
- The person who received it, with a different address
- “It was a present. Will it start charging me?”
- A gift that has ended, and how to carry on
What we’d take on.
Each of these is work a team of ours can run, in your name and in the systems you already use.
- Changes your account page couldn’t makeSkips, swaps, pauses and new addresses asked for after the cut-off, made where your rules allow it and the box hasn’t been packed.
- Charges explained“What is this?” answered with what the payment was for, when they signed up and what has been sent. Stopped or refunded as your policy says.
- CancellationsDone when they’re asked for, and confirmed to the subscriber. If they say why, it’s noted for you.
- Boxes that went wrongMissing, broken and wrong items replaced or credited to your rules, and fresh food credited, since it can’t be sent back. A box that never came is taken up with the courier.
- Replies to your payment emailsYour system retries a failed card and emails a link by itself. The team answers the subscribers who write back, and shows them where to update the card themselves.
- Social messages and commentsSubscribers who ask under a post or in a message are answered there, and moved somewhere private once an account is involved.
Billing question · A coffee club
“Who are you, and why have you taken money from me?”
- Subscription found from the name and the postcode
- A yearly plan, renewed this week
- Shown what it pays for, and what has been sent so far
- Stopped and refunded, as your policy says
To you
The charge shows on a bank statement under your company’s registered name, which isn’t the name on the bag. People who ask about it don’t recognise it.
Answered, with the reason on the account
Beyond the subscriber inbox
And the things you hadn’t thought to ask for.
You may have come about the inbox. Here is what else we could run, set up or plan with you.
- We set it up
What can change after the cut-off
Which changes can still be made once a box is packed, what is replaced and what is credited, written down once and signed off by you.
Processes and knowledge base - We set it up
What each renewal brings in
Each conversation recorded by what it was really about, in enough detail to act on, so you can see what a clearer reminder or a later cut-off would save.
Reporting - We set it up
The routine questions, at any hour
An AI agent answering from information you’ve checked, and handing over to a person when it isn’t routine.
AI for customer service - We run it
Payments disputed with the bank
When a subscriber goes to their bank and not to you, the sign-up, the reminders sent and the deliveries made are gathered for you to respond with.
Back-office and admin - We run it
The weeks when gifts are bought
Extra cover for a busy stretch you can see coming, such as the run-up to Christmas, planned with you ahead of time.
Cover when you need it - We plan it with you
Before a price change or a new plan
What subscribers will ask, what the account page should let them do by themselves, and what to have ready first.
Consultancy
It comes round again
Your system runs the cycle. People answer what it leaves.
Each time a subscription comes round, your system sends the reminder, takes the payment and sends the tracking. At each point something comes back that it can’t settle. This is an illustration, and your own cycle will have its own points.
One round of one subscription
An illustration
The reminder
Your system
Emails each subscriber that a box is coming
What comes back
“I meant to stop this.”
The team
Cancels it, and confirms it to them.
The payment
Your system
Takes it, retries a card that fails, and emails a link
What comes back
“What is this charge?”
The team
Finds the subscription and explains it. Stops or refunds it as your policy says.
The cut-off
Your system
Closes the box to changes, ready for packing
What comes back
“We’ve moved. Can you change the address?”
The team
Checks whether the box has been packed, and changes it if your rules allow.
On its way
Your system
Sends the tracking
What comes back
“It says delivered, and it isn’t here.”
The team
Opens a case with the courier, and sends another as your policy says.
Opened
Your system
Nothing, unless they write
What comes back
“One of the bags has split.”
The team
Asks for a photo, replaces or credits it, and notes which product it was.
Then it comes round again, for every subscriber you have.
The team behind it.
Subscribers deal with your brand. The team works in your subscription system, to your rules.
We hire them, and we lead them
Trained on your plans and your policies before they answer a subscriber. Their team lead’s job is coaching.
How we workOne place for your work
The Philippines, Portugal or Ireland. The hours, the languages and the kind of work decide which, and it’s settled with you at the start.
Where we workSubscribers’ details
Each person works under their own login and sees only what the work needs.
Security and data protection
Questions, answered.
The things subscription businesses are likely to ask first.
What kind of work can you help us with?
It could be changes asked for after the cut-off, questions about a charge, cancellations, boxes that went wrong, replies to your payment emails, or your social messages and comments. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the days after we charge?
Yes. It could be the hours your own people are offline, or dates you can see coming, such as a day you charge on or the weeks when gifts are bought, planned with you ahead of time.
Does the team refund a charge or replace a box, or bring it to us?
That is yours to set, and it is written down before the team starts. The team can refund, credit or replace whatever your policy covers. Or you can keep every refund yourselves. Either way, a cancellation is made when it’s asked for.
Will the team work in our subscription system?
Yes. That might be a subscription system with a helpdesk beside it, or something built in-house. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How does the team learn our plans and our products?
Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work subscription boxes, clubs and meal kits are most likely to need, not everything we do. If the work follows a process and happens in an inbox, on your social channels or in your subscription system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
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