Better Way Health reduced churn by addressing customer concerns
About
Founded in 1999, Better Way Health was established to help people restore optimum health through natural means. Better Way Health provides the purest Beta Glucan in the world, the most studied, natural immune system supplement available on the market.
Serving customers is at the core of their mission. Despite being an ecommerce business with all the bells and whistles of automation, Better Way Health still talks to customers on the phone, building trust and helping offer fast, effective solutions to their issues.
"There are some great integrations with Recharge where you can immediately integrate. And when you really start to scale your plateaus, you need to be thinking about integrations."
Reggie Black
CEO, Better Way Health
Challenge
Since their product is most effective when taken regularly, Better Way Health wanted to make sure that customers had Beta Glucan always available. Better Way Health knew they could maximize convenience and savings for their customers with subscriptions. As a company that values white glove service, they wanted to extend this priority into subscriptions.
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Better Way Health wanted to give customers full freedom to customize their subscription, adjusting order dates or adding extra products. In line with their intention to proactively address issues, they were also looking to reduce churn by understanding why customers were leaving.
Solution
With Recharge, Better Way Health designed an optimized subscription program. They built a custom portal on React framework for customers to manage their orders, and make any adjustments needed. In the portal, customers can easily change a quantity, skip a shipment, or swap products. Streamlining these processes reflects Better Way Health’s mission to empower customers—to take control of their subscription, and their health alike.
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Additionally, to decrease churn, Better Way Health designed a cancellation question flow. When a customer goes to cancel their subscription, they are prompted to answer why. And, based on their answer, Better Way Health suggests a solution. If a customer is cancelling because it’s too expensive, they’re offered a discount on the next order. And if they’re cancelling because they have too much product, they’re shown how to delay their next order. With this flow, Better Way Health reduced churn by immediately addressing customer’s concerns, and will save over 100 subscriptions this year through that flow.
Results
By migrating to Recharge, Better Way Health was able to create a seamless subscription experience. Customers can manage their own orders, and enjoy total flexibility for personalizing a subscription to fit their needs. And, their customers love the program—Better Way Health saw subscription revenue increase 10X. With Recharge’s powerful set of API’s, every step of the process is fast and fluid, supporting Better Way Health’s mission to take care of every customer.
"The customer portal has been huge. It's been impactful to give customers their own portal to manage their subscription, and do more than just cancel."
Reggie Black
CEO, Better Way Health
