Outdated legacy platforms led to CX friction
Previously, Little Saints powered their subscriptions with a legacy platform, but the team wanted to offer more of an experience for subscribers, like easier-to-use bundles and a more user-friendly customer portal. Not only that, but any chance the Little Saints team had to evolve their program was costly in both time and pay-gated features. Bundling capabilities were clunky, reporting wasn’t actionable, and CX couldn’t move fast without workarounds, which slowed experimentation and growth.
The team needed a streamlined, easy-to-navigate customer portal, preset and mix-and-match bundling capabilities, intuitive merchant tools, and additional options for driving loyalty and creating special customer experiences without hitting a paywall on important features.
“Stay was a breath of fresh air – the desires we had such as loyalty and customer experience were a part of the roots of Stay, not a developing afterthought.”
— Andie Waugh, Director of Customer Experience, Little Saints
Migration: a proactive, seamless move to Stay AI
The team at Stay AI set clear sequencing from kickoff to go live. Communication between Stay’s onboarding team and the team at Little Saints was transparent and quick, which meant the Little Saints team always knew what was coming next. When a potential issue came up, like legacy products that had the potential not to migrate correctly, it was proactively identified by the Stay team, worked on behind the scenes, and confirmed complete before it could affect customers.
The team at Stay AI provided timely updates during the work and closed the loop once items were finished, which removed the need for status chasing.
In the days leading up to and during migration, the Little Saints team received answers within 24 hours. If chat support could not resolve something, the team at Stay AI took ownership and coordinated the fix, then reported back.
Since stronger bundle capabilities were a core reason for the move, mix-and-match and curated bundles were set up and validated during the transition, and any issues were addressed promptly. The Little Saints team later described the migration as 100 percent seamless!
“[Migration] was 100% seamless. If there was even the potential for a hiccup, we knew ahead of time — and the team handled it.”
— Andie Waugh, Director of Customer Experience, Little Saints
Tools that reduce friction for both internal teams and subscribers
There is no substitute for making self-service easier for customers. After migration, the Little Saints team launched Stay AI’s customer portal alongside a clean merchant experience. Customers can navigate easily, update their subscription quickly, and make changes without relying on the customer support team.
As a result, subscriber happiness increases, and the CX team at Little Saints spends less time on the backend making those changes. Within a two-month period, Little Saints has increased active subscribers by 30%.
In Stay’s merchant portal, the Little Saints team can see the exact timeline on an order, add or remove items, and make updates in seconds. In their own words, “it is all so simple.” With operations simplified, the team could shift more time and attention to growth, including planned campaigns exclusively for their subscribers. This combination of fast controls and clear value supported the gains they reported in orders and revenue.
“Aside from being incredibly user-friendly, we have been able to understand reporting over the last few months and take action. With this information, we have increased our subscription discount and will have some exciting new launches.”
– Andie Waugh, Director of Customer Experience, Little Saints
Designing bundles and discounts to attract subscribers
Building better bundles was a special focus for the Little Saints team when they moved to Stay AI. Using Stay’s bundling capabilities, they launched both mix-and-match bundles and curated, preset bundles that mirror what customers want to buy.
The customers’ bundling experience stays flexible even after purchase. Subscribers can swap products within their bundles, add new items, or change the mix for the next shipment directly in the customer portal, which keeps bundles fresh and prevents customer frustration or churn.
The Little Saints team also made the subscriber discount clearer so subscribing is the obvious choice. Thanks to clear discounts and exciting bundles, powered by Stay AI, Little Saints’ subscription revenue grew by 19% in a two-month period.
What’s next for Little Saints?
With the fundamentals in place, the Little Saints team is planning to further leverage Stay AI’s features to deepen subscriber value and keep iterating quickly. Not too long from now, they plan to reward subscribers more meaningfully and explore Stay’s features for rewarding their loyal subscribers, while continuing to refine a delightful customer experience.
Thanks to Stay’s analytics and dashboards, the Little Saints team can finally “understand reporting … and take action” to keep scaling their subscription program!
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