Scrapinghub Boosts NPS Through Seamless Integrations
Scrapinghub raised its NPS above the industry average by using Retently
Net Promoter Score
Scrapinghub needed to better understand their customers’ needs. But they had trouble finding an NPS provider that also offered seamless integration with the other software they rely on – namely, Salesforce, Intercom, Freshdesk, and Slack.
Their customer data was spread across Salesforce and Intercom, so it was crucial to them to be able to connect the dots between the two services. While Scrapinghub uses Freshdesk to trigger and send CSAT (customer satisfaction) surveys when support tickets are closed, their teams utilize Slack extensively for internal communication.
Moreover, as an open-source, proudly anti-vendor lock-in provider of web scraping services, Scrapinghub is all about the white label. They needed a survey template that was not branded and to add their own sender domain to their NPS surveys so that clients would know the surveys were coming directly from them.
In addition to those major challenges, Scrapinghub wanted an NPS tool that would enable them to easily segment their customer data on Intercom and keep their teams looped into the newest NPS data and customer feedback.
They also sought a way to schedule surveys at specific business hours to ensure an optimal response rate.
Scrapinghub was pleased with Retently’s integrations from the start. They began using the product in January 2018 and were able to quickly integrate it seamlessly with their other software.
Their teams could now instantly receive NPS-related notifications on Slack, which let them quickly process feedback, coordinate within teams, and follow up in a timely manner. They were also able to sync all their client data on Salesforce and Intercom with Retently.
Scrapinghub configured all surveys to be sent from their own email domain so that customers would have no doubt whom the survey came from – and be likelier to respond.
They created a survey campaign for each of their products so they could assess customer satisfaction for each one separately in addition to monitoring the NPS of the company as a whole (company score).
Furthermore, Scrapinghub took advantage of Retently’s automation scenarios to set highly specific parameters for their survey scheduling times, intervals, and reminders.
Thanks to all the above, Scrapinghub gained a comprehensive overview of their NPS score and customer feedback.
As the icing on the cake, Scrapinghub bolstered its product development process by using Retently’s in-depth analytics to quickly understand customer feedback and address any pressing needs or issues.
Retently’s integrations saved Scrapinghub the time and effort of having to manually upload customer data or manage communication across multiple platforms.
Integration with Intercom and Salesforce let Scrapinghub effortlessly connect the dots between its various client data sources. The company could import lists and segments from Intercom, export NPS feedback and scores, and even sync new customers and leads.
At the same time, integration with Slack enabled them to have notifications sent to Scrapinghub’s Slack channels whenever a customer completes a survey. This accelerated the company’s response time to customer needs.
Scrapinghub’s NPS has remained stable and far above average for their industry since introducing Retently.
Last but not least, Retently helped Scrapinghub:
- discover which products needed improvement thanks to separate surveys for each product.
- increase their survey response rate by customizing campaign times across locations.