The client is a global service provider of digital media distribution software that offers free and paid monthly subscriptions. The client embarked on a corporate initiative to up-sell subscribers from their free product to their paid, premium subscription product. The company experiences a high level of subscriber cancellations and each save attempt made by phone costs more than five dollars. Island Data implemented Insight RT to gather and analyze customer feedback from all web touch points including: emails, surveys, and feedback forms.
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