How Cledara Increased Customer Engagement in Just 1 Week With Userpilot
Cledara is a SaaS management platform designed to help businesses manage and optimize their tool stack usage. You import your software subscriptions and can monitor all your spending, approve purchases, automate renewals, and control access from one place.
Cledara needed an onboarding tool that would support its growing customer base and after considering other tools, they chose Userpilot.
We caught up with Gerard Masnou, Cledara’s Head of Support and Operations, to learn about his experience with our platform.
TL;DR
- Challenge: Cledara’s high-touch onboarding wasn’t scalable so they needed a way to deliver it in-app. Their internal tool’s limited segmentation meant they had to rely on ineffective email communications, which prompted the search for a 3rd-party solution.
- Solution: Cledara tested Intercom but found it lacking in product marketing focus. Instead, they chose Userpilot. They use it for feature announcements, in-app communication flows, and NPS surveys.
- Results: Userpilot improved customer engagement in just a week, with in-app messages significantly outperforming email. It provided better control over user experience and increased user engagement with NPS surveys.
- Want to learn more about Userpilot and how to use it for better customer communication? Book the demo!
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Challenge: Scaling customer onboarding and communication
Originally, Cledara offered a very high-touch onboarding and support to their new customers. It relied on customer success managers reaching out to customers and delivering live demos.
There’s nothing wrong with that, but such an approach is very resource-heavy and difficult to scale. There’s always a limit to how many CS managers you can hire.
We know that was not scalable and we wanted to have a way to communicate certain things within the app without having to send emails.
– Gerard Masnou, Head of Support and Operations at Cledara
To address this issue, Cledara needed a tool that would enable them to communicate with customers in-app.
They built an internal tool but the segmentation feature was lacking. They could only segment users based on geographical factors, which greatly reduced their ability to target customers with personalized messages.
The consequence? They had to resort to email as a communication medium, which didn’t offer a great user experience and worse, had limited effectiveness as people simply ignored their emails.
That’s why they started looking for a 3rd party solution.
Solution: Implementing Userpilot for targeted in-app communication
Userpilot wasn’t the first tool that Cledara considered.
Initially, they tested Intercom but came across a bunch of issues.
The first one was functionality duplication. Cledara uses Zendesk for customer support which meant they wouldn’t need many of the Intercom’s features.
This wasn’t the main one.
Intercom doesn’t focus on product marketing. Moreover, it’s a large company and Cledara thought they might not be as responsive to their feedback and requests as they’d like them to.
It’s a very big company. I tend to think that a product from a company that is a bit smaller will fit our use case or will be more responsive to our use cases.
– Gerard Masnou, Head of Support and Operations at Cledara
Cledara then invested in Userpilot and used it mainly for feature announcements.
The purpose of these announcements is to give users a heads-up about what’s coming up and to register their interest so that they can connect them with their customer success manager who helps them implement it.
They also use flows for in-app communication. For example, they have flows advising users about upcoming due diligence reviews and how to prepare for them, and informing them about unpaid fees that need settling.
Finally, Cledara uses Userpilot to send NPS surveys. Originally, they used an email-based solution, Simplesat, but in-app surveys offer a better user experience.
Results: Increased customer engagement in just a week
Userpilot implementation has improved customer engagement in just 1 week. Customers respond better to announcements delivered via in-app messages than emails.
Within a week, we were able to register several dozen companies already saying they’re interested in the new feature. With email, you’d get the same number of responses within two months.
– Gerard Masnou, Head of Support and Operations at Cledara
What’s more, Userpilot has given their teams better control over the user experience. They can now fully customize their messages with our visual editor.
With Userpilot, the advantage we had was that we get to control more of the experience and control more of how we display it (in-app messages) with plenty more formatting options.
– Gerard Masnou, Head of Support and Operations at Cledara
Finally, user engagement with NPS surveys has increased. In-app surveys reach the actual users, not the account managers. This improves the feedback validity and boosts response rates.
It’s still the same NPS, but the context of how it’s measured and when it’s measured is very different to when we send out an email saying, how would you rate Cledara? So far, the experience is very nice.
– Gerard Masnou, Head of Support and Operations at Cledara
How Userpilot can enhance in-app communication in your company?
Let’s finish by looking at the key Userpilot capabilities that companies like Cledara leverage to improve in-app communication:
- Userpilot offers 6 UI patterns and flows for in-app messaging: tooltips, modals, slideouts, driven actions, banners, and hotspots. You can use them individually or in sequences like interactive walkthroughs.
- Creating the in-app messages requires no coding and the WYSIWYG editor allows you to fully customize for a native-like look. Best part? You don’t have to create them from scratch, thanks to the template library.
- Once the flow is ready, you can trigger them when a user visits a specific page, completes an event, or manually (programmatically or from other Userpilot content). And target predefined user segments or cohorts meeting specific conditions.For instance, you could send a message to follow up on a particular survey response.
- Userpilot supports AI-powered localization, so you can translate your in-app messages into multiple languages automatically to make them more inclusive and boost engagement from customers around the globe.
Conclusion
Cledara has implemented Userpilot to increase customer engagement, improve in-app communication with their growing customer base, and enhance the user experience. And it turned out to be a great success.
If you’d like to see how Userpilot can help your SaaS company, book the demo!
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