Client has monthly subscription, but doesn't use your service. What to do?
Hello,
For one of our services we have a monthly subscription-based model. Where clients sign-up and then have access to our platform. However, we currently have one client who already has an active subscription for 3 months, but didn't logged in.
We've already tried to contact them, but they seem unresponsive. What would you do?
A significant portion of the successful SaaS business is inactive but paying customers. Assuming the customer can cancel the subscription easily and you plan to continue providing the service you have no legal responsibility to cancel it unless keeping the customer cost you more than you earn (not as uncommon as you would assume) Also 3 months is short, I would re-evaluate after a year or so.
This was our final statement to decide that we won't cancel it and just do our best to be in touch. Thankss <3
Your post reminded me of this article I read a while ago (about gym's relying on most of their members paying but not going):
https://www.washingtonpost.com/news/wonk/wp/2016/01/05/what-your-new-gym-doesnt-want-you-to-know/
Wow! Such a comprehensive article and soooo true! Thanks for sharing. I will read this during my work outs... My workouts at home ;].
Legally your only obligated to make it easy to cancel. It's illegal in the US to intentionally make a convoluted cancelation process.
I'd just let it be, and then if they demand a refund in 6 months consider doing it as a gesture of good will . You don't want him on Reddit bad mouthing you
Thanks for the advise! We now decided that: 1st month we just send an email, 2nd month we will try to call and 3rd month we will start working on something small to show goodwill. As we think the customer experience should be uttermost important.
This comment was deleted 5 years ago
Yeahhh we had the same. So basically we just now follow a flow which has a more standardized approach. So we don't have to feel bad indeed! Thanks for sharing this awesome information.
In my situation I would put the bar to something between 6 months or a year, as it is easily possible an user doesn't actively use my service for a few months due to the maintenance period. Other than that, great way to ensure customers would potentially come back if they ever need you again.