Here’s another discovery we made at Hover that you can consider implementing.
Renewals were our number one support issue, accounting for 36% of support tickets opened. A lot of those calls and emails came from customers (or friends, relatives, colleagues and assistants of customers) that could not sign in to their account. So, we developed a renewal process that no longer required folks to sign in. Now we are getting fewer support calls and we are solving renewal-related problems much more quickly.
You can read the more complete story here.
If you have any questions about how we did this or need any help with implementation, please feel free to email me directly at firstname.lastname@example.org.