DEKUPLE enhances the subscriber experience through voice technology

Background

DEKUPLE offers print and digital magazine subscriptions, which are distributed primarily through partnerships with other brands and loyalty programs.

In this type of user journey, the wide variety of offerings can sometimes make it harder for users to decide. How can you quickly determine who a youth magazine is aimed at? How can you highlight the benefits of a particular offer? How can you showcase the associated gifts? And how can you help subscribers manage their account?

To address these challenges related to education, support, and customer autonomy, DEKUPLE has chosen to incorporate voice technology at several key stages of the customer journey.

The project

The system implemented with DEKUPLE covers several complementary features, designed to support customers before, during, and after their subscription.

Making it easier to choose children's magazines

Choosing a children's magazine isn't always easy, especially when several titles are aimed at similar age groups or cover similar topics.

Audio clips have been included to provide a simple overview of each magazine’s editorial content, explain who it is intended for, and help parents make a more informed choice.

Promote subscription offers and related gifts

Audio has also been added to the subscription pathways to provide greater clarity about the available plans.

Some promotional videos highlight the included benefits, subscription details, or complimentary gifts to better showcase the offer and help customers make a decision.

Supporting subscribers on their digital journey

Once they have subscribed, customers can also receive guidance on how to use their personal account.

Loyalty programs, account management, and self-service in the subscriber portal: voice technology simplifies access to information and streamlines service journeys.

Collect voice-based customer reviews

Finally, DEKUPLE has integrated an audio feedback feature directly into its packages via a QR code.

Subscribers can thus provide feedback verbally, in a simple, spontaneous, and engaging format, allowing us to gather more authentic customer insights.

The results

• A multi-purpose use of audio, from the onboarding process to customer service
• A more educational experience to guide users in choosing offers and content
• A more self-guided subscriber experience, thanks to supporting content available at any time
• A new channel for collecting customer feedback, one that is more natural and engaging

EKOO at our customer's

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