Why We Built It

The most common pain point for a subscriber is logging into their account to manage their subscription. Skio automatically activates an account for all subscribers during the checkout process. With passwordless logins, subscribers will never need to activate their account before logging in nor will they ever need to reset a password again. 

Why the emphasis on the login experience? Because when a subscriber logs into their account, you are making your first impression in their subscriber journey. 

Make sure you set the tone for that customer’s subscription experience with your brand.

If you get these right, you’ve won the customer over. The subscriber now trusts that managing their subscriptions with you will be flexible and easy.

Most merchants use subscription tools that drive subpar login experiences because they force customers to manually create accounts and remember passwords on their own. It leaves customers unhappy and CX teams overwhelmed with unnecessary ticket volume.

This common login issue for customers and unnecessary support debt is exactly why we built our passwordless login tool. By allowing people to get into their account in six or seven seconds, we make it easy to become a subscriber, stay a subscriber, and quickly make modifications when they need to.

Let’s walk through a typical first login experience for customers on other subscription platforms.

A few weeks after their initial checkout, the customer goes to login and immediately is hit with frustration because they never activated their account. 

Without activating their account, a subscriber can’t log in. More often than not when a subscriber tries to login without activating their account, they are told they don’t even have an account at all. For paying subscribers, their natural reaction is to screenshot emails of their orders and send frustrated messages to the brand’s CX team.

As a result, the CX team now has a ticket that they shouldn't have to deal with in the first place.

The subscriber, in effect, is a ticking time bomb. Even if the turnaround time is a day, by the time the CX team can get them into their account, the subscriber is even more frustrated by the delay.  

The now angry subscriber wants to go straight to “cancel” when all they wanted to do in the first place was “skip”. And, not only will the subscriber cancel, they will often leave a one-star review.

Subscribers have the highest LTV out of any customer. So, you’ve essentially shot your brand in the foot before this person has the chance to get started and enjoy the subscription program.

While you haven't necessarily lost a customer for life, you most likely lost a valuable subscriber. 

How It Works

During checkout, Skio automatically creates an account for every subscriber and their account is automatically activated. The experience is no different than a seamless 1-time checkout.

The magic is what happens a few months later when a subscriber returns to log in for the first time. ​​Instead of old-school password-based account logins, returning subscribers simply type in their email, get a four-digit code to their SMS or email, and enter the code to log in. 

End to end, it takes only six or seven seconds for subscribers to log into their account.

Since Skio has a simple, user-friendly customer portal subscribers can easily manage their subscription without ever needing to reach out to the merchant’s CX team. 

What Outcomes It Drives

Skio merchants have found that using a passwordless login decreases churn from 10 to 20% on average, while also significantly decreasing subscriber CX ticket volume by nearly 30%.

Passwordless login increases revenue and reduces costs for your CX team.

If you talk to any brand, it’s clear that easy account login and subscription management are vital to driving long-term subscriber growth and retention. Most CX and marketing teams have likely tried engineering ways around the inevitable issues that arise using an antiquated password login portal. However, the burden on the CX team and rising costs for developers quickly add up. 

Why pay developers to fix a problem that shouldn’t exist? Let your developers focus on improvements that increase conversions and revenue. The recognition that a frictionless subscription management experience is one of the most integral parts of the subscriber journey led us on a mission to solve this exact problem. With our passwordless login, we’ve done that.

Using this feature, you can now set the right tone for every future subscription interaction. 

Most merchants have to cover up this unnecessary pain point with discounts and apologies. Why even let subscribers get frustrated in the first place?

From our perspective, businesses are losing subscribers unnecessarily because of bad login experiences. Skio removes this pain point entirely and empowers the merchant to focus on optimizing the post-purchase experience to improve LTV and improve retention rates.

Most brands we talk to have anywhere from 15 to 30% of revenue being driven by subscriptions. And, for merchants looking to scale that subscriber metric up to 40% in a single year, they just can’t afford to lose 1% or 2% of subscribers a month because of poor user experiences.