In this post we learn about different approaches of supporting a free (or non paying) user or member base.
Andy Yasutake has led customer operations for companies like LinkedIn and eBay. In this video, he shares why it's critcal to support non-paying users and how to do it scalably and cost effectively and offers his insight into:
Internal challenges to supporting free users
Balancing operational efficiency and customer experience
Determining which channels are appropriate
Thinking more broadly than metrics
Non-paying users are critical to freemium businesses. This episode of 5QCX has actionable takeaways for delivering best-in-class support to these users.