Bill Mickey writes in a recent Folio: piece that publishers must nimbly address any emerging customer service issues with the proliferation of platforms and digital subscription plans.
Citing NewBay Media as an example of publishers doing it the right way, Mickey reports that the B2B and niche outfit has invested in in-house customer service reps and explanatory display ads, and is even building out a YouTube channel with demo videos to address customer queries.
Mickey notes that NewBay has also shifted to an all-access system as an option, which lightens the customer service load that comes with multiple products.
“Because of the issues of refunds and complications, we’ve moved many of our paid magazines to an all-access model rather than having separate subscriptions,” NewBay’s Meg Estevez tells Folio:. “You subscribe through one page, it goes directly into the database and instead of an auto-access to the app, they get a confirmation page with a link to download the app. In the app are instructions for login, which pings via API our fulfillment provider for access.”
To read more about digital subscription models and customer service, visit Folio:.
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