Subscription management makes customers work too hard, and brands are paying the price.
Reminder emails lost in spam folders, disjointed login flows and what feels like monthly password resets before your customer can make a change. By the time they get to their portal, they’re not looking to manage their subscription, they want to cancel and never look back.
In fact, nearly 70% of churn happens before the third order, and often it’s not the product that missed the mark, it’s the experience.
Customers worry they’ll be charged for something they don’t need, or are frustrated by having to email support to make a simple update to their order. Paired with acquisition costs at an all time high, this retention problem eats directly into your business’ margins.
The solution won’t be found in incremental fixes. Subscription management has to be rebuilt around the customer.
A vision for the future: conversational subscription management
That’s why we built Concierge SMS: an AI-powered, text-based subscription assistant that lets your customers make changes in seconds.
No apps. No logins. Just a natural, two-way conversation.
Imagine a customer stuck at a red light, juggling a work call and daycare pickup. All they need to do is reply “skip” to a text so their favorite protein powder isn’t delivered while they’re out of town.
Done. It’s fast, human, and perfectly fits into modern life.
That’s what Concierge is built for. It’s proactive, reaching out before an orders ship, before a payment fails, and well before frustration creeps in.
It gives your brand the ability to meet customers where they already are—on their phones—and deliver real convenience when it matters.
Powered by Recharge AI
This isn’t just a smarter way to manage subscriptions. It’s a fundamentally different kind of software.
Concierge SMS is powered by Recharge AI, trained on insights from over 100 million subscription interactions. That scale gives us an edge that few can match, but we didn’t stop there.
Recharge AI does what most software doesn’t: take action on behalf of the customer, instantly and accurately. Here’s what it delivers:
- Proactive intelligence: Detects upcoming orders, failed payments, and reaches out before they become problems.
- Natural language understanding: Interprets plain-text messages like “Can I get this next week instead?” and responds like a real conversation.
- Context retrieval: Seamlessly references order history and subscription cadence.
- Confirmation & execution: Verifies the request, confirms the action, and completes the update instantly with no need for the customer to log in.
- Trust layer: Validates every change for accuracy and escalates anything that needs a human touch.
It’s the most human-like automation we’ve ever released and the results speak for themselves.
Early wins: Engagement, retention, and trust
Over 200 Recharge brands are already live with Concierge SMS, using it to deliver healthier routines, better sleep, safer skincare, and more.
And the data? It’s early, but powerful:
- 4x higher action rates than traditional emails
- 86% of cancel requests converted to delays
- More than 4 in 5 customers prefer SMS over portal management
Take it from our friends at Nordic Naturals:
“Concierge SMS has been incredibly helpful—instantly deflecting the routine questions that used to flood support. It’s saving time, reducing costs, and freeing our CX team to focus on higher-impact work.”
What’s next
We started with the biggest pain point for your customers: subscription management. But the future is even more exciting.
We’re also working on ways to help you:
- Learn more about your customers through natural, lightweight feedback loops
- Grow revenue with personalized product recommendations
- Deliver tailored product education that deepens loyalty
All of this, through simple, effective text conversations.
Let’s talk
If you’re ready to rethink retention and make subscription management work for your customers, we’d love to show you Concierge in action.
