For streaming services and publishers
Every subscription, working as it should.
Your subscribers pay you month after month to watch, listen or read. When something gets in the way, they want it put right.
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What we do
Subscribers get locked out, question a charge, miss a delivery and ask to cancel. No two of those are the same piece of work.
Which parts we take on is up to you
It could be answering your subscribers by phone, email and chat. It could be your print delivery line. It could be your subscriber records, with returned copies and changes of address put right. Or it could be the comments under what you publish.
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.
What a subscriber asks depends on what they’re paying for. A viewer’s evening and a print reader’s morning go wrong in different ways.
Viewers and listeners
When they sit down to watch or listen
- Signing in on a new TV, and the code won’t work
- “It keeps stopping, and it’s fine on my phone”
- Told too many people are watching already
- Charged, and sure they’d cancelled
- Abroad, and it won’t play
- The free trial has ended, and the charge was a surprise
Readers online
At the paywall, sure they’ve already paid
- “I pay for this, and it’s still asking me to subscribe”
- The app or the digital edition won’t open
- The introductory price has ended
- How to cancel
- A print subscriber who can’t find how to read online
- A gift or a student subscription to set up
Readers in print
The morning the paper or the magazine was due
- Today’s paper didn’t come
- This month’s issue hasn’t arrived, or came damaged
- Away for two weeks, and wants delivery stopped
- Moved house
- A gift subscription that hasn’t started
- A payment they don’t recognise
What we’d take on.
One of these or several, done in your name and in your own systems.
Answered by phone, email and chat.
Subscribers who can’t get in are found in your system and let back in. Charges are explained, plans changed and refunds made as your policy says. A cancellation is carried out when it’s asked for, with the reason recorded.
- A paying reader the paywall still asks to subscribe
- A charge after a free trial or an introductory price
- A print subscriber whose digital access was never switched on
- A gift or a student subscription to set up
Billing · A streaming service
“I cancelled in March, and you’re still charging me”
- Two subscriptions found, under two email addresses
- The first cancelled in March, as they said
- The second cancelled today, and refunded as your policy says
Both closed, and the subscriber told why it happened
Your own steps, for the device in front of them.
Your steps for that make of TV, stick or console are worked through with the subscriber. What they don’t fix is written up for your developers, with the device, the app version and what was playing.
- Signing in on a new TV, when the code won’t work
- A programme that keeps stopping on one device
- An app or a digital edition that won’t open
Device help · A streaming service
“The code on my TV won’t work”
- Your steps for that make of TV gone through with them
- The app on the TV was out of date
- Updated, and the code went through
Signed in, in the same conversation
Missed copies put right.
Missed and damaged copies are credited or replaced as your policy says. Addresses are changed, and delivery is paused and restarted around a holiday.
- Today’s paper or this month’s issue hasn’t come
- A copy that arrived damaged
- Away for two weeks, and wants delivery stopped
- A move to a new address
Delivery · A regional newspaper
“Saturday’s paper didn’t come”
- The miss logged where your delivery firm will see it
- The copy credited, as your policy says
- This address has been missed before
Credited, and the address raised with you
Put right in your system.
Returned copies, changes of address and duplicate accounts are put right in your system, so the next issue and the next bill go to the right place.
- Copies that come back undelivered
- The same person signed up twice
- Print and digital held under different details
Records · A monthly magazine
An issue returned as undelivered
- The subscriber found from the label, and emailed
- They had moved, and sent the new address
- Changed in your system, and the issue replaced as your policy says
Record put right, and the subscriber told
Checked against your rules, and answered.
What readers and viewers post under your articles and videos is checked against the rules you’ve written. A subscriber who asks on social media is answered there, and moved somewhere private once an account is involved.
- Comments under articles and videos
- Questions under your posts
- Messages to your social accounts
Comments · A news site
A comment another reader reported
- Read against your rules for comments
- Abuse aimed at another reader, which they don’t allow
- Removed, and the commenter told which rule
Recorded, with the reason
Around the day-to-day work
And the things you hadn’t thought to ask for.
Some of this we’d set up, some we’d run, and one we’d plan with you.
- We set it up
Why people leave, where you can see it
The reason recorded at each cancellation, in enough detail to act on, with what subscribers add in their own words.
Reporting - We set it up
Help pages for every device
Sign-in and playback steps for each make of TV, stick and console, written so a subscriber or the team can follow them.
Processes and knowledge base - We set it up
A first answer at any hour
An AI agent answering from help pages you’ve checked, with a proper handover to a person, so nobody is left going round in circles.
AI for customer service - We run it
Reviews of your app, replied to
Reviews in the app stores replied to in your name, where a reply will help. What they keep saying is passed back to you.
Review replies - We run it
Cover for the big night
Extra cover for a premiere, a final or a live event, planned with you ahead of the date.
Cover when you need it - We plan it with you
Print and digital, one subscriber
How service is organised across the two, and what to change so a subscriber explains once.
Consultancy
The team behind it.
Subscribers deal with your name. The team behind it works to your policies, in your systems.
Our people, led by us
Trained on your service and your policies before they answer a subscriber, with team leads who coach.
How we workOne of three places
The Philippines, Portugal or Ireland. The hours, the languages and the work decide which, and it’s agreed with you before anything starts.
Where we workYour subscribers’ details
Each person works under their own login, with only the access the work needs. One client’s information is never visible to another client’s team.
Security and data protection
Questions, answered.
The things streaming services and publishers are likely to ask first.
What kind of work can you help us with?
It could be your subscribers’ questions, playback and device help, print delivery, your subscriber records, or comments and social media. 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 night of a premiere?
Yes. It could be the hours your own people are offline, or a premiere, a final or a live event, planned with you ahead of the date.
Does the team make refunds and credits, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can refund or credit whatever your policy covers. Or you can keep every one yourselves.
Will the team work in our systems?
Yes. That might be a subscription system, a helpdesk, and a bureau’s or a delivery firm’s portal. The team works in whatever you give it. Each person needs a login or a seat of their own, which is yours to give, because we don’t work from a shared password.
How does the team learn our service, and keep up as prices and plans change?
Through training, before anyone answers a subscriber. 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. New prices, plans and devices are trained in before they go live, from what you send us.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
Can one team deal with print and digital in the same conversation?
Yes, where it has access to both. They are often two systems, so each person needs a login to each. The subscriber explains once, and both records are put right.
We use a subscription bureau. Where would you fit?
A bureau keeps the subscriber records, takes the payments and prepares the mailing, and many answer subscribers too. We don’t replace any of that. Where you answer subscribers yourselves in the bureau’s system, the team can do that work in the logins you arrange. It can also take on what sits outside the bureau, such as digital access, social messages and comments.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work streaming services and publishers are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your systems, 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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