The use of the subscription business model is growing. Many businesses see this as a way to offer cost effective, but high quality, services to their customers. As with any business model, there will be some frequently asked questions you customers will want to know the answers for before committing to any of your packages. If you answer these well; then you can increase the sign up for your services.
So what are the common questions and how can you answer them?
How Much Is The Cost Of The Subscription?
This is probably one of the most common questions customers will want to know. Don’t be tempted to send them to your subscription page. Instead, detail the costs of each of your packages, the period (i.e. weekly, monthly, annually) and how payments can be made.
What If I Want To Upgrade / Downgrade My Subscription?
There are a number of different reasons why someone might want to change their package with your business. For instance, they might have an increase in the traffic to their website and need a larger package or they might be downsizing their staff and require less licenses for your software.
Whatever the reason, they are going to want assurances that they can change their package easily and with no heavy costs. Detail carefully how long it takes to make a switch and when new charges will apply from. At the end include a link to making the request for upgrading / downgrading a package.
What If I Want To Cancel My Subscription?
Although many of your customers aren’t going to cancel their subscription in the near future, they are likely to want to know the details encase they want to later on. The information they want will include:
- What notice do they have to give you?
- What are the costs for cancellation?
- When will their access be removed?
- What happens to any outstanding balance?
- How do they notify you of their wish to cancel the subscription?
By answering these questions you can demonstrate you are a legitimate company and assure them of your professionalism.
How Are Extra Fees Collected?
This is one of the most important questions if you offer add-on services that can be bought at any time. Customer will want to know whether they are provided an invoice for them to pay separately or whether the funds are taken directly from their account immediately or on the next subscription payment date.
What Does My Subscription Include?
Every customer will want to know what each package gives them access to. However, if you operate a number of different packages, this could become a long answer which many people would not read. Therefore, it is probably best if you describe the basic subscription for your readers and then direct them to your packages page for further information on other packages.
How Can I Contact You?
If you don’t provide this information to your customers they are unlikely to think they cannot contact you if there is a problem with their service. This can potentially deter them from using your services. On every page, and especially the FAQ page, you should include a telephone number and an email address.
What Is The Minimum Contract Length?
Customers want to know they won’t be tied into a long term contract that doesn’t give them flexibility. Therefore, let them know about the minimum term and what will happen if they wish to leave your service before that period has ended.
Your FAQ section on your website is a perfect opportunity to demonstrate your professionalism. Use our guide above to start creating your FAQ list and what to say to your potential customers.