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Chargify Recharges
Customer Satisfaction

Chargify Recharges Customer Satisfaction

Chargify tripled their response rate by using Retently

Response Rate

Response Rate

Brief

Chargify’s reputation as a top B2B SaaS billing platform was solidified. But they wanted to get a better understanding of what their customers liked most about their product, and eventually identify areas that needed improvement.

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, but in-depth feedback from customers and reveal NPS scores at a glance.

Retently’s intuitive, easy-on-the-eyes UI seemed an ideal match. But design and usability weren’t Chargify’s only concern.

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 the 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 application.

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.

The approach they went with was to display a popup survey in their users’ accounts. In-app surveys are known to provide the highest response rate, as people will receive them while they’re 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.

Impact

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.

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 regular score notifications let Chargify focus on interpreting the results and solving the problems these revealed.

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

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

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