About

OLIPOP is a new take on soda. Wanting to move away from the sugar-heavy recipes in traditional soda, founders Ben Goodwin and David Lester assembled a team of doctors and experts specializing in digestive health.

OLIPOP simplified subscriptions with RechargeSMS

They created products sourced from prebiotics, plant fibers, and botanicals to create delicious tasting drinks that are good for your gut.

“We were looking for a solution to our problem: We wanted to make our subscription the most seamless and remove the most friction, while also adding a ton of value.”

Eli Weiss

Director of Customer Experience & Retention, OLIPOP

Challenge

OLIPOP wanted to build customer relationships by investing in subscriptions. However, they were wary of customers experiencing subscription fatigue - when people become tired of, bored by, or unwilling to pay for multiple subscriptions. Rather than competing with beverage companies, OLIPOP knew they actually needed to stand out amongst other subscription services. They needed to offer a subscription program that was flexible, simple to manage, and easy to leave.

OLIPOP simplified subscriptions with RechargeSMS

Solution

To offer customers maximum flexibility, OLIPOP implemented RechargeSMS. With this transactional SMS tool, customers have the freedom to manage their subscriptions via text message. OLIPOP customers can delay an order if they’re still stocked up, add product, or swap flavors - all from their phones, and without ever having to log on to a computer or remember an account password.

    OLIPOP even uses RechargeSMS to notify customers three days ahead of their next shipment, making it super easy for them to skip with a quick text reply. For customers seeking help, the OLIPOP support team is available via text to help with any subscription concerns or questions.

Results

With RechargeSMS, OLIPOP created a seamless subscription program to meet customers where they are. RechargeSMS removes logistical issues, and reduces friction for OLIPOP customers looking to customize their orders. Customers took advantage of the simple process, with 70% of long-term subscribers skipping or swapping orders. And, a customer taking action to manage their orders keeps them engaged and boosts customer loyalty.

    Additionally, by proactively giving customers the option to skip, OLIPOP grew customer lifetime value (CLTV). Customers experiencing subscription fatigue are likely to leave services with incurring costs. With RechargeSMS, OLIPOP made it easy for customers to avoid cost when it was unnecessary, increasing their likelihood to stay subscribed.
      And by making it easy to leave the subscription altogether, OLIPOP actually encourages customers to stay. When cancellation is effortless, customers feel better about remaining in a program or returning, knowing that they’re free to cancel when they want to.

“With RechargeSMS, we removed two major barriers for the customer: we made it easy for them to cancel and easy for them to switch to a new flavor. They don’t feel trapped in their subscription and are able to try new flavors easily.”

Eli Weiss

Director of Customer Experience & Retention, OLIPOP