The problem
Daring Foods are taking on the meat industry by with a plant-based alternative to chicken. As Daring rapidly scale their DTC strategy in the US, they needed to keep subscription churn low, offer a fast and easy customer support experience, and build as much feedback as possible from their early DTC customers to build a great fanbase.
They chose Blueprint's SMS subscription integration with to flexibly manage their subscriber base, and increased their LTV by 38%. Blueprint integrates with eCommerce's top subscription platforms, including Bold and ReCharge.
“We've seen some pretty staggering results - our LTV has massively increased amongst the subset of customers we've had conversations with.”
Before we jump into how they did it, here's the tech-stack Daring are using:
- Shopify
- Zendesk
- Subscription (Bold/ReCharge)
- Blueprint
The solution
Now, onto the good stuff. Daring Foods integrated Blueprint into their subscription software to send customised messages when their customers started a subscription, had an upcoming order, post-order, and everything in-between. Daring also integrated Blueprint directly into their helpdesk (Zendesk) to centralise all customer replies where their team already operates and form a seamless experience.
“Blueprint has unlocked a new channel for us that's quick, efficient, and has increased our conversion rates and average order frequency.”
The features
Customer support
Every new Daring subscriber receives a welcome text detailing the seamless experience they could expect from the brand. Subscribers can make changes to their package at any time. Giving customers this flexibility is key to retaining them as subscribers long-term.
Upcoming order message
Daring overcame the problem of subscription churn caused by product overload by making it really easy for subscribers to skip an order. Before a delivery was shipped, they gave their customers a heads up via text, giving them the opportunity to reply with the word 'skip'. This meant that customers who did not want to receive a delivery in a particular month, could do so without having to cancel their subscription completely.
Post-order feedback
Daring were able to collect feedback post-order by sending a prompt via SMS. This enabled them to uncover and fix CX issues before customers got to the point of churning. It also allowed the brand to collect valuable qualitative insight on what subscribers thought of their product and experience, which they used to iterate on and improve their offering.
The results
Increased LTV by 38%
By enabling their customers to have a completely flexible subscription with easy skip and delay, Daring were able to add an additional $110 of subscriber LTV to each of their subscription customers - representing a 38% increase.
Increased customer support speed
Daring were able to drastically decrease the response times to their subscribers through easy SMS customer support linked to their Zendesk helpdesk. This enabled customers to easily get in touch at each step of their journey, and for Daring to continually delight them at the other end.
Build 2 x more subscriber feedback
To really build a great community and scale your customer base, you need to listen to them. Daring enable a simple post-order check-in for all new subscribers to hear why they chose Daring, what did they think, and if they could support in any way. This uncovered valuable qualitative insights from their customers that they weren't able to achieve through an email review link or traditional support.
“Our customers enjoy the feel of texting a brand alongside transactional messages. This really brings Daring closer to the community and vice versa.”
Find out more on how Daring used Blueprint to supercharge their eCommerce retention below. Want to add SMS to your Bold Subscriptions account to increase subscriber LTV, decrease churn and drive customer feedback? Book a demo with our team today.
