5 reasons why leading subscription businesses partner with InDebted

Subscriptions have become a mainstay of households across the globe. In the US alone, the average consumer spends $924 on 4.5 subscriptions each year. As the industry continues to experience rapid growth, consumers expect more than just access to a service or product – they look for convenience, flexibility and value.

Personalisation, flexible payments,and revenue recovery strategies are now crucial to a customer experience that keeps subscribers happy, minimises churn and generates long-term growth.

As subscriber expectations evolve, how can people who fall behind on payments get back on track? Let’s explore this in more detail using collections insights from our work with several leading subscription providers across the globe.

1. A trusted collections solution, verified by real customers

Every time a subscriber signs up for a recurring payment, they’re investing in a relationship with your brand. What happens next – the customer experience – is critical for creating long-term retention. Get the formula right, and a consumer will be 15 times more likely to recommend and eight times more likely to trust the brand. This trust keeps subscribers engaged and confident that their subscription provider delivers consistent value.

Most people already have a negative perception of the industry, and collections partners must work harder to earn their trust. In practice, this means putting their needs and feelings first every step of the way — from carefully crafted communications, to agents who are trained in handling tough conversations with empathy and respect. It comes from appreciating how difficult it can be managing money, and recognising that sometimes, all we need is a helping hand.

That’s exactly why we built Collect. It’s our intelligent debt collection solution, leading to us becoming the highest customer-rated collections partner, with over 2,500 Google reviews averaging a rating of 4.9 stars. It’s about more than providing an easy way for subscribers to get back on track, but truly changing the experience of being in debt.

This customer review says it all:

2. Industry-leading revenue recovery for subscription providers

Subscriber growth often goes hand-in-hand with an increasing number of missed payments. While some churn is unavoidable, a high-performing recovery strategy can help retain customers, increase LTV (lifetime value) and boost revenue.

That’s when working with a reliable collections partner with the right tech stack can become indispensable. With borderless recoveries across five markets worldwide, we’ve helped subscription companies simplify their collections with up to 40% increased liquidation, among other industry-leading performance results.

Since November 2023, our partnership with one multi-billion dollar subscription provider has generated more than A$1.8M (US$1.2M) in recoveries alone. Their success is fuelled by a personalised collections journey that empowers consumers to manage their debt, their way. As a result, 85% of their subscribers are now resolving their accounts independently, which means much less strain on their internal teams. Our partnership has made the debt recovery experience smoother, and more human, to boost liquidation at scale.

3. Flexible payment options for convenience

Subscribers prioritise convenience above all else. In fact, alongside enjoyment, convenience is a top motivator for 59% of subscribers when choosing a new service.

With consumers spoiled for choice, subscription providers are embracing flexibility to meet their evolving expectations. Personalised plans, optional product add-ons, and commitment-free trials are the new standard, because convenience is paramount. This extends beyond just the product or service on offer, to how subscribers choose to pay for it.

Subscribers expect digital payment methods and with the rise of digital wallets, transactions couldn’t get any easier. That’s why we introduced Apple Pay and Google Pay, to make it simple for consumers to get back on track. With a 93.3% conversion rate for customers who choose Apple Pay over other payment types, the consensus is clear: the easier it is for your subscribers to pay their way, the more you’ll continue to grow your revenue.

See how flexible payments make resolving overdue accounts simple with our interactive demo.

4. Self-serve, digital-first engagement

Digital fluency, paired with the drive for convenience, is fuelling the rapid adoption of subscriptions among younger folks. Within the last year, 60% of Gen Z and 59% of Millennials have subscribed to up to three subscription services, compared to only 27% of Boomers. With no signs of subscription consumption slowing down, a digital-first collections experience is essential to maintain engagement across this demographic and retain happy subscribers.

Our solution is designed for businesses that want to do better by consumers. We do this by giving your customers the option to self-serve through the customer portal, help centre and payment plans, alongside support from our Customer Experience team.

This full-service offering puts the power back in the hands of your subscriber to resolve their accounts when it suits them. Self-serve is the go-to choice for 86% of consumers because it provides them with convenience — much like your subscription business. It reduces the pressure on subscribers to talk about debt and empowers them to get back on track faster.

Self-serve also means we can support more subscribers when volumes increase, boosting your capacity to scale. It also unlocks rich data on how your subscribers prefer to engage, down to the channels they use, and much more. These actionable insights offer unlimited possibilities to improve the subscriber experience with the potential to have a greater impact on more than collections alone.

5. Total personalisation with collections intelligence

Personalised experiences allow subscription providers to create value beyond transactions. Personalisation isn’t just including consumers’ first names in an email; it’s about truly understanding their behaviours and preferences. With it, every interaction resonates more deeply, making the subscriber feel understood.

According to Salesforce research, 65% of consumers expect a brand to adapt to their changing needs. Personalisation is now so heavily tied into subscriptions that it’s turned from a ‘nice to have’ to a necessity for nurturing relationships and retaining customers.

In debt collection, personalisation is what sets our approach apart. Our Collect solution is powered by machine learning models that tailor each customer’s collections journey based on how they prefer to engage. Learning in real time from our proprietary warehouse of over one billion consumer interactions, Collect crafts the ideal collections experience for every individual. A few of our models include:

Ready to see how it works?

Take an interactive tour to see how our solution helps you recover subscription revenue and increase your customer retention.