Customer Success
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Catch customers before they churn.
CASE STUDY WITH CUSTOMER SUCCESS LEAD, CHRIS
THE PROBLEM:
Chris’ data says users who've signed up more than 25 days ago and created under 5 pages are likely to churn.
Segmenting and reaching specific customers poses a challenge, taking loads of time and manual effort.
Many customers would rather churn than request help and it can take days to open the conversation by email.
For every successful conversation, there are dozens that churn simply because Chris can't reach them in time.
Speak instantly through Smidge...
HOW TO AVOID CHURN WITH INSTANT VIDEO CONVERSATION
THE SOLUTION:
Chris defines a list of churning customers in minutes. Today its users who are 28 days into a trial and haven’t yet pushed their site live.
Like magic, Smidge spins up a dashboard showing which customers are online and using the app right now.
Chris hits call and is connected with frustrated Julie who’s having trouble integrating the mailing list.
A quick screen-share sees Chris and Julie resolve the issue in under 5 minutes and very successful customer exchange.
