5QCX: How to Support Free Users

Lynda Radosevich | December 14, 2016

Category: Playbook

The 5QCX series explores customer experience strategy by bringing you first-hand accounts from leaders in the field. In this video we learn about different approaches of ...

The 5QCX series explores customer experience strategy by bringing you first-hand accounts from leaders in the field. In this video 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
  • Incentives

Non-paying users are critical to freemium businesses. This episode of 5QCX has actionable takeaways for delivering best-in-class support to these users. 

View the 2-minute highlight video here: 

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