Chargify Achieved 3x Survey Response Rate Through Multi-Channel Customer Feedback

Overview

Founded in 2009, Chargify is a leading B2B SaaS billing platform that offers a range of features to help businesses manage their recurring revenue streams. The company's goal is to provide a seamless billing experience, allowing companies to focus on growing their operations.

The platform is known for its user-friendly interface and robust set of tools, which make it easy for businesses to create customizable subscription plans, manage customer payments, and track revenue over time. Chargify also offers a range of integrations and API tools, enabling companies to integrate the platform with other systems.

This flexibility allows businesses to tailor their billing processes to fit their unique needs and requirements, making Chargify a versatile and adaptable solution for subscription billing. Chargify has built a strong reputation in the industry for its reliability and ease of use, making it a popular choice for businesses of all sizes.

Chargify’s Challenges

Chargify, known for its reputation as a top B2B SaaS billing platform, wanted to gain a deeper understanding of what customers liked most about their product and identify areas for improvement. By doing so, they would solidify their position as a leading platform in the industry.

With services that spanned the entire subscription lifecycle, Chargify was not your average B2B SaaS product. They earned accolades from clients such as HappyFox, Gravity Forms, PT Distinction, and Leverage, as well as Help.com’s 2018 Award for Excellence in Customer Service.

Chargify needed an NPS platform that could get fast, in-depth customer feedback and reveal NPS at a glance.

Retently’s intuitive, easy-to-use UI seemed an ideal match. However, design and usability weren’t Chargify’s only concerns.

To pilot their NPS to new altitudes, Chargify would have to take a hybrid approach. The company also needed to ensure a decent response rate for their surveys compared to the other products they had used.

Finally, Chargify’s diverse client base demanded more than a cookie-cutter approach. Advanced but usable segmenting and analytics capabilities were a must for the company’s choice of NPS software.

Retently made it really easy for us to gather customer feedback without much effort. With in-app surveys we were able to reach our customers at the right time. Their automated reports helped us pinpoint areas for improvement and address issues quickly. On top of that, their customer support team has been fantastic, always quick to assist whenever we needed help.

Taryn Stark Product Manager @ Chargify

The Solution

Retently met Chargify’s needs right out of the box. Predefined scripts let them easily configure the survey to meet their demands – without wasting time or resources on custom configurations.

Their approach was to display a web pop-up survey in their users’ accounts. In-app surveys are known to provide the highest response rate, as people will receive them while already engaging with the product.

Additionally, Chargify set up email survey reminders that would be delivered to users who did not respond to the initial in-app survey with a slight delay. This approach enabled them to reach out to customers on the channels where they were more likely to engage.

Using Retently’s survey channel performance reports, they were able to identify the best medium for delivering the survey and adjust their survey strategy accordingly.

Results with Retently

Chargify appreciated the software's ability to integrate with its existing systems and tools, which allowed them to automate the survey process and save time and resources.

Response rates for Chargify’s NPS campaigns soared thanks to their strategy of delivering the survey via the channels that people were more likely to engage with and emailing occasional reminders to customers who skipped the in-app survey. That allowed them to gather a wealth of detailed feedback from their customers.All that automation freed up valuable time for Chargify to instantly address Detractor complaints and learn more about their product strengths from happy customers. The smart combo of immediate Detractor alerts and weekly score updates lets Chargify focus on interpreting the results and solving the problems these revealed.

The ability to identify and address any pain points or issues that customers are experiencing is one of the key factors in the success of the NPS survey. This allowed Chargify to make targeted improvements and address frustrations quickly, which in turn led to higher levels of customer satisfaction.

Hence, Retently’s automated feedback text analysis provided comprehensive insight that displayed what satisfied and unhappy customers mentioned in their text comments. That enabled Chargify to quickly pinpoint which elements of their business were and weren’t working. The resulting wake-up call showed that:

• customers loved their product’s ease of use, the accuracy of reporting, and customer service
• a subset of respondents struggled with usability and the range of features.

The former helped Chargify perfect its marketing messaging, while the latter told them which aspects of the product needed improvement.

Equipped with these insights, Chargify was able to effectively close the feedback loop with survey respondents and boost its customer experience. As a result, they were able to thrive, thanks in part to the valuable feedback they received from their customers.

Overall, Chargify's use of Retently proved to be a powerful tool for gathering customer feedback and driving business growth. With a focus on customer satisfaction and continuous improvement, Chargify has solidified its position as a leading platform in the B2B SaaS billing space. It has also helped the company attract and retain a growing customer base.