In the fast-paced world of B2B invoicing, Chargezoom faced a daunting challenge: scaling customer success to support a rapidly growing user base. With a team of just four customer success managers (CSMs) tasked with supporting over 2,500 customers, Chargezoom needed a strategic solution to boost user retention and reduce churn. Enter Userpilot, a tool that revolutionized Chargezoom’s approach to in-app engagement.
The Challenge: Balancing Growth and Customer Support
Chargezoom’s rapid growth brought with it a set of challenges that many scaling companies face. The team, led by Erin Gordy, Director of Customer Success, was overwhelmed. “We just didn’t have any insight into what our customers were doing,” Erin explained. The lack of visibility into user behavior meant that cancellations went unnoticed, opportunities for upselling were missed, and churn hovered around 4%.
Identifying Key Obstacles
The issues Chargezoom encountered were multifaceted:
- Limited Team Capacity: With only two team members for onboarding and support, proactive engagement was impossible.
- Lost Communication: Email-only updates about new features often went unnoticed, leaving users unaware of valuable capabilities.
- Unnoticed Cancellations: Churn was often discovered too late, making it difficult to implement timely interventions.
- Stalled Expansion: Without data on user interactions, the potential for account expansion was largely untapped.
The Solution: Leveraging Userpilot for In-App Engagement
Chargezoom decided to implement Userpilot, a tool known for its seamless in-app engagement capabilities. The decision to switch from ChurnZero to Userpilot was strategic. “Userpilot has a way of making in-app messages look like they were actually built within the app,” Erin noted, emphasizing the importance of maintaining a native look and feel.
1. Empowering Users with Self-Service Support
To address the limited capacity of the support team, Chargezoom utilized Userpilot to build an in-app resource center. This hub included FAQs, walkthroughs, a knowledge base, and even options to book support calls directly within the app. This approach not only reduced the number of support queries but also allowed users to access help autonomously.
2. Streamlined Onboarding with Checklists and Tooltips
Userpilot enabled Chargezoom to create onboarding checklists and tooltips that guided users through essential features. This was particularly beneficial for those who missed initial onboarding sessions. As Erin highlighted, “Most customers only used our product for one thing until we started guiding them with Userpilot.”
3. Proactive Feature Introduction
Transitioning from email to in-app messaging transformed how Chargezoom introduced new features. Users received timely and contextual updates, enhancing feature adoption and reducing churn. According to Erin, “Emails took forever, and things slipped through the cracks. Now users get immediate help through in-app experiences.”
4. Data-Driven Insights for Strategic Growth
With Userpilot, Chargezoom gained visibility into user interactions, allowing the team to track engagement and refine strategies. This data-driven approach enabled Chargezoom to tailor their success strategies and optimize user experiences, fostering both retention and expansion.
Results: Transformative Impact on User Retention
The implementation of Userpilot yielded significant results:
- Churn Reduction: Chargezoom cut its churn rate from 4.06% to under 2.3%, nearly halving it while continuing to grow its customer base.
- Expansion Growth: The expansion metric tripled, increasing from 1.38% to over 4% in just one quarter.
- Productivity Improvements: Customer emails plummeted from 37+ per day to just 3-4, allowing the team to focus on strategic initiatives.
- Enhanced NPS Scores: NPS scores improved dramatically, reflecting a better overall user experience and satisfaction.
- Live Chat Reduction: Repetitive live chat queries decreased significantly, as users found answers through in-app guidance.
Chargezoom’s success story illustrates the powerful impact of effective in-app engagement. By leveraging Userpilot’s features, Chargezoom not only reduced churn but also enhanced user satisfaction and drove growth. For more insights on optimizing user experiences, visit our Product and UX Design Blog.
Conclusion: Scaling Success with Userpilot
The transformation of Chargezoom’s customer success strategy underscores the critical role of innovative tools like Userpilot in today’s competitive landscape. By enabling proactive support and data-driven insights, Userpilot helped Chargezoom achieve its goals without overextending its team. As Erin Gordy aptly put it, “Userpilot completely changed how we engage with customers. It’s intuitive, powerful, and gives us real visibility into behavior.”
For businesses looking to scale their onboarding process, reduce churn, and enhance product experiences, exploring Userpilot’s capabilities is a strategic step forward. To learn more about how you can leverage in-app engagement tools, consider visiting Userpilot for a demo and trial.
