Driving ROI and results: Understanding the Impact of Customer Success Platform in Computer Software
Appcues
- Computer Software
Wynter helped Appcues improve their homepage messaging by testing it with their target audience. Appcues used Wynter's... message testing and Buyer Intelligence Survey tools to get direct feedback from product managers and marketers. The feedback showed that their original homepage was confusing and too busy. Appcues rewrote their copy and redesigned the page based on this input. As a result, Appcues improved their conversion rate by 73%.
Front helps Scratchpad manage all customer interactions in one place. The team moved... from Gmail to Front to improve collaboration and response speed. Front's shared inbox and integrations let Scratchpad centralize email, chat, and text, making it easy to track and resolve requests. The company now keeps inbox zero and delivers fast, high-quality support. Scratchpad achieved 100% CSAT and exceeded response time goals using Front.
Customer Success Platform in Action in Other Industries
Moet Ik Naar De Dokter (MINDD)
- Healthcare
Sinch's Chatlayer Voice API helped MINDD build an AI-enabled voice chatbot for patient triage. MINDD wanted to... route urgent medical calls to human agents faster. They used Sinch’s AI chatbot builder and voice technology to sort calls by urgency. This led to more calls being answered and a safer patient experience. The solution reduced wait times and improved call handling for Dutch medical practices.
Skilljar helped a mid-market company improve customer training. The company used... Skilljar's customizable interface to make training easy for users. API connections allowed personalized landing pages and highlighted relevant training. This was not possible with their previous system. The VP of product education praised Skilljar for enabling a leap forward in customer training.
Age UK and Zing
- Non Profit Organization Management
Twilio helped Age UK and Zing build safe, scalable, and cost-effective services for volunteers and the elderly. The solution focused... on secure communications and efficient volunteer management. Twilio's platform enabled better engagement and support for elderly users. The partnership improved service delivery and operational efficiency for the non-profit sector.
ChurnZero helped FreeWill scale its partner success team from 6 to over 70 people. FreeWill used ChurnZero... to automate onboarding, centralize customer data, and standardize processes. The company saw a 27% increase in logo retention and a 21% increase in gross dollar retention. NPS and CSAT scores improved during high-growth periods. ChurnZero enabled FreeWill to deliver consistent service to more than 1,000 partners.
The Latest Customer Success Platform Deployments delivering value in Restaurants
Laurenzo's El Tiempo Cantina
- Restaurants
TalkToTheManager helps Laurenzo's El Tiempo Cantina get real-time feedback from customers by SMS. The restaurant uses... the tool to talk with guests and fix problems fast. The service keeps phone numbers private for both managers and customers. Roland Laurenzo, President, says customers love the tool and it is a must-have for restaurant owners. Since using TalkToTheManager, they have kept more guests happy and improved their service.
Walnut helped ColorTokens cut demo creation time from a month to a few hours. Before Walnut, ColorTokens... used videos that took too long to make and did not engage buyers. With Walnut, they deliver demos ten times faster and give buyers interactive experiences. Time to value for customers is now two to three times faster. Customers say they quickly understand the product's value. The team also uses Walnut for champion enablement, release notes, and support walkthroughs.
Totango helped Waystar manage client success by focusing on risk in a growing business. Waystar used Totango’s... SaaS platform to simplify healthcare payments. With Totango, Waystar reduced customer churn by 20%. The platform helped Waystar become a trusted advisor for their customers and leadership. Joe Tichenor, senior client insights manager at Waystar, praised Totango’s value. Totango supported Waystar’s goal to improve customer and partner focus.
Driving ROI and results: Understanding the Impact of Customer Success Platform in Consumer Goods
Enpal
- Consumer Goods
Superchat helped Enpal manage the full customer journey on WhatsApp. Enpal needed fast,... personal, and transparent communication, especially during construction. Superchat replaced email, improved internal communication, and enabled performance monitoring. Enpal scaled from 15 to 65 Superchat users in months. Customer satisfaction rose by 55 NPS points after using Superchat. The team values the universal inbox, automations, and team chat features.
Customer Lobby helped Mark Johnson Plumbing save time and money. The company used... Customer Lobby to improve business operations. The testimonial says Customer Lobby made the business more profitable. The customer recommends investing in Customer Lobby. The experience was positive and led to better business results.
Recent adoption and success with Customer Success Platform software in Telecommunications
A B2B company in the telecom industry
- Telecommunications
Glynk helps a B2B telecom company run an online customer community. The community serves... about 900,000 users and is just over a year and a half old. It answers 63% of all customer questions. This leads to support cost savings of more than 660,000 Euros per year. The company updates its knowledge base with both company and user content. They are now seen as thought leaders in their industry.
