See all Blogs
May 15, 2024
Aditya Sarkar

Recharge Support: Why High Quality Support is Important to Grow Your DTC Brand

In the fast-paced world of e-commerce, subscription services have emerged as a powerful tool for brands to build a steady recurring revenue stream and foster long-term customer relationships. Brands on Shopify are constantly looking for ways to increase their subscription revenue, and Recharge Subscriptions stands out as a leading solution in this space, helping brands efficiently manage their subscription operations.

As brands have specific needs around how they want to design their subscription experience, factoring in their product, industry, and desired market positioning, it's crucial for them to choose a subscription provider that can cater to their specific support requirements. Here are a few examples:

  • Types of Subscriptions / Widgets in line with their product/industry
  • Curated Flows with various customizations -  that reward customers after specific events
  • Integration setups with leading apps like Klaviyo

To address the specific needs of merchants - it is important that subscription apps are flexible and provide an active support centre to tackle the various use cases that might be presented - and this is where a robust subscription provider comes in - one that helps you take your recurring revenue to the next level.

The Importance of Good Support in growing businesses

The importance of support in business overall cannot be overstated. Good customer service not only retains customers but also transforms them into brand advocates, driving sustainable growth and enhancing brand reputation. Let's quickly explore why stellar customer support is crucial, backed by compelling statistics and brand examples that illustrate its transformative power.

The Numbers Don't Lie

Here are some stats that highlight the importance of excellent support for the growth of a business.

Customer Retention and Revenue Growth

  • Bain & Company found that customers who have the best past experiences spend 140% more compared to those who had the poorest past experiences.

Impact on Customer Loyalty

  • According to American Express, 78% of consumers have abandoned a transaction or failed to make an intended purchase because of a poor service experience.
  • A study by Salesforce highlights that 89% of consumers are more likely to make another purchase after a positive customer service experience.

Word of Mouth and Brand Advocacy

  • Zendesk reports that 87% of customers share good experiences with others, while 95% share bad experiences. This word-of-mouth can significantly influence a brand's reputation and customer acquisition efforts.

Stellar support is essential for any brand aiming to grow and sustain its DTC model. Providing exceptional customer service can lead to increased revenue, enhanced customer loyalty, and a stronger brand reputation.

Recharge Subscriptions: Tackling Support

Recharge has a comprehensive support portal designed to assist users efficiently. Here's a look at how Recharge organizes its support:

  • Search Bar: The search bar allows you to type in your query and get relevant results quickly. It redirects you to the correct section effortlessly.

Support Categories:

  1. Installation and Getting Started:
    • Provides help with installation, migration, etc.

Quick link

  1. Core Products:
    • Assistance with core offerings, managing subscription rules, products, and modifying the subscription widget.

Quick link

  1. Subscription Management:
    • Support for managing subscriptions, customer management, and order management.

Quick link

  1. Analytics & Insights:
    • Support for store intelligence and analytics to help you understand revenue and customer interactions.

Quick link

  1. Grow:
    • Tools to maximize the value of your existing subscribers.

Quick link

  1. Retain:
    • Help and support tools around churn control and management.

Quick link

  1. Account and Store Settings:
    • Assistance with billing, taxes, and store management.

Quick link

  1. Advanced Customizations:
    • Help with advanced customizations for your store.

Quick link

  1. Integrations:
    • Support for connecting third-party apps and integration support.

Quick link

Quality of Recharge Support:

Recharge has garnered a 4.5 average rating on Shopify. Here are a few reviews that highlight the quality of support received from Recharge:

There are over 1,500 reviews, showcasing a wide range of support experiences.

It’s crucial to understand whether Recharge can address your unique needs by getting in touch with their support team.

By understanding the robust support systems of both Recharge and Loop Subscriptions, you can make an informed decision that best suits your brand’s needs.

Here are some Recharge reviews on Shopify app store.

There are more than 1500+ reviews - and there is a wide range of support reviews on the platform - it is important that we understand how Recharge is able to cater to your specific needs - getting in touch with them to understand whether or not they can tackle your unique interests is important. 

Loop Subscriptions: A Top Recharge Alternative

Loop Subscriptions is a highly recommended alternative to Recharge, boasting a stellar 5-star average rating on Shopify from 280+ reviews. Here’s why Loop stands out:

  • High-Class Support: Renowned for exceptional customer service and in-depth flows/widgets.
  • Client Satisfaction: Caters to clients across various industries and geographies.
  • Consultative Approach: Offers one-on-one customer interactions on Slack and provides consultation on growing merchants’ recurring revenue and business.

This tool has earned a perfect 5-star rating on Shopify, delivering exceptional customer experiences. Let's delve deeper into why Loop Subscriptions elevates the e-commerce game for Shopify merchants.

Loop Subscription is recommended highly for its high class support and its product depth (especially its depth when it comes to the extent of possible customizations - broad range of  flows / widgets etc). It has catered to clients across industry types and geographies.

Here are some reasons why Loop’s customer support is one of the best out there

  • Support over chat / email / slack for queries 
  • Real time support over chat
  • Average response time of under 30 seconds
  • Consulting support on how to grow recurring revenue / reduce churn / increase AOV etc
  • 1:1 customer support - dedicated CSM in our enterprise plan

You can check out some of Loop Subscription's Shopify reviews here:

This tool has not only earned a stellar 5-star average rating on Shopify but is also lauded for delivering exceptional customer experiences. Let's delve a little deeper on why Loop Subscriptions stands out and how it elevates the e-commerce game for Shopify merchants.

Why Loop Subscriptions is the Preferred Choice for Thousands of Brands

Seamless Subscription Management

Loop Subscriptions offers a comprehensive solution for managing recurring orders, making it effortless for merchants to provide subscription-based services. By using Loop, you gain access to a highly comprehensive subscription management application. This tool empowers you to seamlessly adjust every facet of your existing subscriptions, including product specifications, billing setups, shipping preferences, and payment methods.

Enhanced Customer Retention

One of the standout features of Loop Subscriptions is its ability to significantly boost customer retention rates. By offering convenient subscription options, customers are more likely to stick with a brand for the long haul. Retaining customers is often more cost-effective than acquiring new ones. According to Harvard Business Review, increasing customer retention rates by just 5% can increase profits by 25% to 95%. Loop Subscriptions plays a pivotal role in achieving these figures by fostering loyalty through reliable and consistent service.

Customizable and Flexible Options

Customers today demand flexibility and personalization. Loop Subscriptions excels here - by allowing merchants to offer customizable subscription plans that cater to individual customer needs. Whether it's adjusting delivery frequencies, offering pause and skip options, or providing personalized recommendations, Loop Subscriptions ensures that customers have control over their subscriptions. This level of customization not only enhances the customer experience but also reduces churn rates.

Migrating from Recharge Support to Loop - the steps

In 95% of the migrations, it takes less than 3 weeks to fully set up Loop on your Shopify store and migrate all your subscriptions. If there are no complexities involved, we can get you up and running in a week as well.

Read about all the steps to migrate to Loop here

"A great Shopify subscription app which is saving us thousands by migrating away from Recharge. They are also improving our customer experience and retention, and have been very hands-on in helping us."

- CEO, Livingood Daily (migrated from Recharge with ~130k+ subscribers)

At Loop - you will get access to a dedicated Customer Success Manager (reachable on call / slack) who acts as an extension of your team. We have successfully migrated 100s of merchants to Loop and you can read about some of our successful migrations experiences here - Migrations

Find out more about how Loop’s support team helps Shopify brands grow their recurring business? 

Request a demo here - Link

Switch to Loop for advanced subscription management.
Experience Seamless Migration (Zero Data Loss) with Dedicated 1-to-1 Support via Slack.
Book a Demo Now