{"id":275557,"date":"2025-05-30T13:16:23","date_gmt":"2025-05-30T13:16:23","guid":{"rendered":"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/"},"modified":"2026-03-13T22:30:05","modified_gmt":"2026-03-13T22:30:05","slug":"chargezoom-case-study","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/","title":{"rendered":"How Chargezoom Halved Churn and Tripled Expansion in Just One Quarter with Userpilot"},"content":{"rendered":"<p><a href=\"https:\/\/www.chargezoom.com\/\" target=\"_blank\" rel=\"nofollow noopener\">Chargezoom<\/a>, a B2B invoicing platform, struggled to keep up with its ever-increasing customer base.<\/p>\n<p>The business was growing, but the success team was getting overwhelmed <strong>because they were 4 people trying to support 2,500+ customers.<\/strong><\/p>\n<p>To solve this, Chargezoom\u2019s team leveraged Userpilot\u2019s in-app engagement features to not only increase the efficiency of their process but to reduce churn by half while still growing the customer base.<\/p>\n<p>So, for this article, we asked Erin Gordy, the director of customer success, to tell us how her team went from being on the verge of collapsing to preventing churn and increasing account expansion.<\/p>\n<h2 id=\"bqf7c\"><strong>Challenge: 2,500+ customers vs. 4 CSMs<\/strong><\/h2>\n<p>Chargezoom was scaling quickly, but with only 4 people in the team trying to <a href=\"https:\/\/userpilot.com\/blog\/reduce-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduce churn<\/a>, they couldn\u2019t support users proactively, promote new features, or analyze user interactions within the product.<\/p>\n<p>As Erin Gordy explained:<\/p>\n<blockquote><p><em>\u201cWe just didn\u2019t have any insight into what our customers were doing. People were dropping off, and we didn\u2019t know why. We wanted to start tracking activity to figure out the warning signs of users who are dropping off or the green flags of a customer who is using the product in a good way.\u201d<br \/>\n&#8211; Erin Gordy, Director of <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">Customer Success at<\/a> Chargezoom<\/em><\/p><\/blockquote>\n<p>Solving this problem required facing these four critical issues:<\/p>\n<ul>\n<li><strong>The team was limited. <\/strong>With only two team members available to run onboarding sessions and send emails, the team couldn\u2019t keep up. Many new users would skip the sessions and use the product themselves, meaning they\u2019d be unable to experience the full value of the product.<\/li>\n<li><strong>Email-only communication. <\/strong>Messages about new features or value-adding upgrades would get lost in inboxes. As a result, many users continued using Chargezoom for just one or two core tasks, while being unaware of the time-saving features they were already paying for.<\/li>\n<li><strong>Cancellations were unnoticed. <\/strong>Without the capacity to track customers at scale, churn was often discovered long after it happened.<\/li>\n<\/ul>\n<blockquote><p>\u201cI was literally asking my product team to pull a report every other week of who upgraded or downgraded. Then I\u2019d go and manually reach out to them. It was reactive instead of proactive outreach.\u201d<br \/>\n<em>&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<ul>\n<li><strong>Expansion growth was stalled, and churn hovered around 4%. <\/strong>With no visibility into <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-tracking\/\" target=\"_blank\" rel=\"noopener noreferrer\">user behavior<\/a>, the team would consistently miss churn signs and <a href=\"https:\/\/www.indeed.com\/career-advice\/career-development\/identify-upselling-chances\" target=\"_blank\" rel=\"nofollow noopener\">upsell opportunities<\/a>.<\/li>\n<\/ul>\n<h2 id=\"1p8lb\"><strong>Solution<\/strong><\/h2>\n<p>Chargezoom\u2019s team was already implementing ChurnZero to deal with their churn problems.<\/p>\n<p>However, although ChurnZero shares many features with <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>, they decided to stay with Userpilot because ChurnZero\u2019s outputs weren\u2019t as smooth. Or as Erin said:<\/p>\n<blockquote><p><em>\u201cChurnZero can automate in-app messages, but they look really clunky. Whereas Userpilot has a way of making in-app messages look like they were actually built within the app. Our product needs to look as good as big companies like Salesforce and Hubspot, and Userpilot achieves that \u201cnative\u201d feel.\u201d &#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<p>Now, besides <a href=\"https:\/\/userpilot.com\/blog\/in-app-messaging\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messaging<\/a>, Userpilot also helped the CS team scale proactive engagement, increase expansion, and streamline processes while staying lean. Here\u2019s how:<\/p>\n<h3 id=\"5a7v0\">1. Adding self-service support to reduce user queries<\/h3>\n<p>A CS team of four vs. 2,500+ customers would be a losing battle without scaling support or automation.<\/p>\n<p>To work around this, the CS team used Userpilot to <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">build an in-app resource center<\/a> that includes several help options, including:<\/p>\n<ul>\n<li>FAQs.<\/li>\n<li>In-app walkthroughs (especially helpful if you tend to dismiss them).<\/li>\n<li>Knowledge base.<\/li>\n<li>The ability to book a support call without having to send an email.<\/li>\n<li>A form to submit suggestions or complaints (great for collecting passive feedback).<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-resource-center_ef56efa4e7e07c66c6aa4d845627c3ab_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargezoom-resource-center_ef56efa4e7e07c66c6aa4d845627c3ab_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-resource-center_ef56efa4e7e07c66c6aa4d845627c3ab_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargezoom-resource-center_ef56efa4e7e07c66c6aa4d845627c3ab_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-resource-center_ef56efa4e7e07c66c6aa4d845627c3ab_800.png\" alt=\"Userpilot also lets you customize your resource center to fit your brand\u2019s aesthetics.\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> also lets you customize your resource center to fit your brand\u2019s aesthetics.<\/figcaption><\/figure>\n<p>This way, Chargezoom users can get the support they need without leaving the product. Also, the team can focus more of their time on strategic work and solve more critical issues.<\/p>\n<blockquote><p><em>\u201cThis help portal is at the discretion of of the user. So if they don&#8217;t wanna be walked through (for example) the subscription feature, they don&#8217;t have to be. But if they do want to or if we update the feature, there will be a guide that goes all the way through the steps\u2014instead of them having to email us to get on a call so that we can walk them through it.\u201d<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<h3 id=\"c3qiq\"><strong>2. Implementing in-app onboarding checklists and tooltips<\/strong><\/h3>\n<p>As mentioned earlier, Chargezoom relies on four people to conduct 45-minute onboarding calls to get new customers up to speed.<\/p>\n<p>So, besides building an in-app resource center, Chargezoom\u2019s team also leveraged Userpilot to build onboarding checklists that walk users through the basic tasks right inside the product. It serves as an additional support for users, especially those who didn\u2019t show up or decided to skip onboarding sessions.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargedzoom-onboarding-checklists_70f3c5258cbdfee81a9370fd9c56dc15_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargedzoom-onboarding-checklists_70f3c5258cbdfee81a9370fd9c56dc15_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargedzoom-onboarding-checklists_70f3c5258cbdfee81a9370fd9c56dc15_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargedzoom-onboarding-checklists_70f3c5258cbdfee81a9370fd9c56dc15_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargedzoom-onboarding-checklists_70f3c5258cbdfee81a9370fd9c56dc15_800.png\" alt=\"For instance, this checklist helps introduce other features to new users.\" \/><\/picture><figcaption>For instance, this checklist helps introduce other features to new users.<\/figcaption><\/figure>\n<blockquote><p><em>\u201cMost customers only used our product for one thing. They didn\u2019t even realize all the other features that could make their lives easier until we started guiding them with Userpilot.\u201d<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<p>On top of that, the team also added <a href=\"https:\/\/userpilot.com\/blog\/what-are-tooltips\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a> and step-by-step flows to nudge users toward features they would have otherwise missed. For example, there\u2019s a tooltip that introduces the batch invoicing feature and indicates the checkbox to activate it.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-tooltips-userpilot_e4004bf14b3a86e3e269e7dc84a324d8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargezoom-tooltips-userpilot_e4004bf14b3a86e3e269e7dc84a324d8_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-tooltips-userpilot_e4004bf14b3a86e3e269e7dc84a324d8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chargezoom-tooltips-userpilot_e4004bf14b3a86e3e269e7dc84a324d8_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chargezoom-tooltips-userpilot_e4004bf14b3a86e3e269e7dc84a324d8_800.png\" alt=\"Other examples are these tooltips you can trigger when hovering over the help icon on the UI of the invoicing feature. Userpilot can make them look native.\" \/><\/picture><figcaption>Other examples are these tooltips you can trigger when hovering over the help icon on the UI of the invoicing feature. Userpilot can make them look native.<\/figcaption><\/figure>\n<blockquote><p><em>\u201cTooltips have been great because they give a bite-sized dose of knowledge that you need right. Now users not only can see the value in higher features, but also experience the value in the software itself. They&#8217;re sticking with us for longer.\u201d<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<p>This move from reactive onboarding to <a href=\"https:\/\/userpilot.com\/blog\/proactive-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive support<\/a> significantly reduced the workload on users, helped them realize the value of secondary features, and mitigated the number of live chat queries.<\/p>\n<h3 id=\"8p5k8\"><strong>3. Introducing new features in-app to encourage adoption<\/strong><\/h3>\n<p>Email had been Chargezoom\u2019s primary way of communicating with users.<\/p>\n<p>But with Userpilot, Chargezoom can send in-app messages to <a href=\"https:\/\/userpilot.com\/blog\/product-updates-guide\/\">communicate product updates<\/a>, feature launches, and process changes. As well as trigger them at the exact moment and place a user needs to know about them.<\/p>\n<blockquote><p>\u201cEmails took forever and things slipped through the cracks. We would sometimes go months without realizing someone canceled because it was impossible to keep up manually. Now users get immediate help through in-app experiences without waiting for a support response.\u201d<br \/>\n<em>&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<p>This approach was able to put new features in front of users, encouraging them to upgrade their plan and stick with the product. All of this, without having to reach out manually through email, respond to support tickets, or schedule 1-on-1 calls.<\/p>\n<h3 id=\"28u2u\"><strong>4. Tracking in-app interactions and refining future strategies<\/strong><\/h3>\n<p>One of Chargezoom\u2019s biggest challenges was the lack of visibility into user behavior. As we mentioned, the team had no easy way to understand how customers were engaging with the product or to spot early <a href=\"https:\/\/userpilot.com\/blog\/reasons-for-customer-churn\/\" target=\"_blank\" rel=\"noopener noreferrer\">signs of churn<\/a>.<\/p>\n<p>With Userpilot, the team can monitor user interactions with tooltips, flow completions, and clicks on upgrade prompts. They\u2019d see what features customers are using, where they are getting stuck, and how they respond to upsell prompts. And as a result, it\u2019s now possible to optimize success strategies to provide more value. Or as Erin says:<\/p>\n<blockquote><p><em>\u201cWhen seeing what features our top-tier customers are using, we can know what to include on demo calls in order to show the value of the high-tier plan.<\/em>&#8221;<br \/>\n<em>&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<p>So instead of guessing what users needed, Chargezoom can now come up with data-backed strategies for the success team, as well as other departments like sales, product, or engineering.<\/p>\n<blockquote><p><em>\u201cWe&#8217;re gonna look at common behaviors between the middle tier customers versus the higher tier customers. Then, we can start creating guides and templates that we can give to our sales team to help them make a sale.\u201d<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<h2 id=\"7icae\"><strong>Results: Churn rate <\/strong>was <strong>almost cut in half<\/strong><\/h2>\n<p>After implementing these solutions, Chargezoom saw a significant difference in both customer outcomes and productivity.<\/p>\n<p>The results were affecting all aspects of the business:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/osano-case-study-churn-reduction\/\">Churn reduction<\/a>:<\/strong> Chargezoom reduced churn from 4.06% at the end of Q4 to under 2.3% by the end of Q1 2025. They nearly cut it in half while simultaneously growing the customer base.<\/li>\n<\/ul>\n<blockquote><p><em>\u201cIt\u2019s hard to keep churn low when you&#8217;re growing, but the in-app experiences were crucial to guide people through our features without us having to do it manually.&#8221;<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<ul>\n<li><strong>Expansion growth: <\/strong>The team\u2019s expansion metric tripled from a stagnant 1.38% last quarter to over 4% this quarter. This beat their internal goals and helped the company grow revenue without adding pressure on sales.<\/li>\n<\/ul>\n<blockquote><p><em>\u201cOur expansion last quarter was basically flat, only about 1%. After using Userpilot, we&#8217;re on track to beat 4% this quarter.\u201d<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<ul>\n<li><strong>Productivity improvements: <\/strong>Customer emails per CSM went from 37+ per day to just 3\u20134 thanks to the automation of user education and support. This allowed the team to save enough time to focus on more strategic tasks and maintain a flat headcount.<\/li>\n<\/ul>\n<blockquote><p><em>\u201cUserpilot reduced a ton of time with emailing. I used to wake up and have 37+ emails a day. Now I have about 3 or 4. This helped us not have to hire and still go strong with 4 people.<\/em>\u201d<br \/>\n<em>&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n<ul>\n<li><strong>Better NPS:<\/strong> The team went from receiving consistent <a href=\"https:\/\/userpilot.com\/blog\/nps-saas-complete-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS responses<\/a> of 0\u20133 to regularly scoring 10s. This is not only because the product got better, but also because they <a href=\"https:\/\/userpilot.com\/blog\/improve-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">improved the user experience<\/a> behind onboarding and feature discovery.<\/li>\n<li><strong>Live chat queries reduction:<\/strong> Since the tooltips and walkthroughs can now guide users within the product, they have less of a need to reach out for help. And as a result, repetitive \u201chow do I\u2026\u201d live chat questions dropped significantly as well.<\/li>\n<\/ul>\n<h2 id=\"91enk\"><strong>How to leverage Userpilot for effective in-app engagement?<\/strong><\/h2>\n<p>Chargezoom\u2019s success came from using the right tools to solve the right problems.<\/p>\n<p>Userpilot allows anyone, regardless of their technical skills, to <a href=\"https:\/\/userpilot.com\/blog\/improve-product-experience-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">optimize the product experience<\/a>, support users proactively, collect feedback, and analyze behavioral data.<\/p>\n<p>So, whether you&#8217;re trying to reduce churn, <a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive expansion<\/a>, or streamline onboarding, Userpilot can help you build:<\/p>\n<ul>\n<li><strong>Interactive walkthroughs:<\/strong> Use different UI patterns such as <a href=\"https:\/\/userpilot.com\/blog\/modal-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">modals<\/a>, tooltips, and hotspots to handhold users throughout your features step by step. This way, users learn your product by using it rather than having to read a help guide.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/interactive-walkthrough_55e01dc8c862f4353795de94b8afa662.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/interactive-walkthrough_55e01dc8c862f4353795de94b8afa662.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/interactive-walkthrough_55e01dc8c862f4353795de94b8afa662.gif\" alt=\"interactive walkthrough userpilot\" \/><\/picture><figcaption>This is what an interactive walkthrough looks like with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<ul>\n<li><strong>UI patterns:<\/strong> Make custom tooltips, modals, and banners to fit your product\u2019s aesthetics. Including:\n<ul>\n<li><strong>Tooltips.<\/strong> For non-intrusive prompts next to specific UI elements.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/contextual-help_fac1cf8637d238e3d017ed77723d3eac_800.png 1x, https:\/\/images.storychief.com\/account_6827\/contextual-help_fac1cf8637d238e3d017ed77723d3eac_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/contextual-help_fac1cf8637d238e3d017ed77723d3eac_800.png 1x, https:\/\/images.storychief.com\/account_6827\/contextual-help_fac1cf8637d238e3d017ed77723d3eac_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/contextual-help_fac1cf8637d238e3d017ed77723d3eac_800.png\" alt=\"tooltips userpilot\" \/><\/picture><figcaption>Editing a tooltip with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul type=\"1\">\n<li><strong>Modals.<\/strong> To make announcements that require attention<\/li>\n<li><strong>Banners.<\/strong> To keep reminders about updates or special offers at the top of the interface.<\/li>\n<li><strong>Slideouts.<\/strong> For delivering contextual messages inside your mobile app.<\/li>\n<li><strong>Carousels. <\/strong>Great for onboarding new mobile users or announcing new features on mobile apps.<\/li>\n<li><strong>Push notifications.<\/strong> For communicating with users when they\u2019re outside your apps.<\/li>\n<li><strong>Onboarding checklists. <\/strong>Besides <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthrough-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">building in-app walkthroughs<\/a>, you can also add<a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\"> checklists<\/a> inside your product so users can perform key tasks and achieve activation faster.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-checklist-userpilot_de8608c936018553821de09e803b9cc6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-userpilot_de8608c936018553821de09e803b9cc6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-checklist-userpilot_de8608c936018553821de09e803b9cc6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-userpilot_de8608c936018553821de09e803b9cc6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/onboarding-checklist-userpilot_de8608c936018553821de09e803b9cc6_800.png\" alt=\"onboarding checklist userpilot\" \/><\/picture><figcaption>Creating a custom onboarding checklist with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>Resource center.<\/strong> Build a custom<a href=\"https:\/\/userpilot.com\/blog\/knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app knowledge base<\/a> to provide easy access to resources like help docs, tutorials, FAQs, videos, or access chat support, all without leaving your app.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-resource-center-editor_1a8fe0dc4e04ec232eee3b43ef88d08a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor_1a8fe0dc4e04ec232eee3b43ef88d08a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-resource-center-editor_1a8fe0dc4e04ec232eee3b43ef88d08a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor_1a8fe0dc4e04ec232eee3b43ef88d08a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/userpilot-resource-center-editor_1a8fe0dc4e04ec232eee3b43ef88d08a_800.png\" alt=\"resource center userpilot\" \/><\/picture><figcaption>Designing an <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\">in-app resource center with<\/a> <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>Granular segmentation.<\/strong> Group your users based on in-app events, plan, survey responses, funnel stage, and company size to<a href=\"https:\/\/userpilot.com\/blog\/personalization-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> target personalized messages<\/a>.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/behavioral-segmentation_41e73573ed8a91d9dd6b90af2aae3def_800.png 1x, https:\/\/images.storychief.com\/account_6827\/behavioral-segmentation_41e73573ed8a91d9dd6b90af2aae3def_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/behavioral-segmentation_41e73573ed8a91d9dd6b90af2aae3def_800.png 1x, https:\/\/images.storychief.com\/account_6827\/behavioral-segmentation_41e73573ed8a91d9dd6b90af2aae3def_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/behavioral-segmentation_41e73573ed8a91d9dd6b90af2aae3def_800.png\" alt=\"segmentation userpilot\" \/><\/picture><figcaption>Using <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> to segment users who completed onboarding.<\/figcaption><\/figure>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>Product engagement analytics.<\/strong> Monitor engagement with tooltips, flow completion rates, clicks on upgrade prompts, feature usage, and more.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/flow-analytics-in-userpilot_e8c9aa0c0610bb8e81406fe0b9d30ce7_800.png 1x, https:\/\/images.storychief.com\/account_6827\/flow-analytics-in-userpilot_e8c9aa0c0610bb8e81406fe0b9d30ce7_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/flow-analytics-in-userpilot_e8c9aa0c0610bb8e81406fe0b9d30ce7_800.png 1x, https:\/\/images.storychief.com\/account_6827\/flow-analytics-in-userpilot_e8c9aa0c0610bb8e81406fe0b9d30ce7_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/flow-analytics-in-userpilot_e8c9aa0c0610bb8e81406fe0b9d30ce7_800.png\" alt=\"flow analytics userpilot\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> lets you visualize the performance of your onboarding flows.<\/figcaption><\/figure>\n<p>\ud83d\udc49\ud83c\udffb Do you need to scale your onboarding process, reduce churn, and optimize <a href=\"https:\/\/userpilot.com\/blog\/product-experience\/\">your product experience<\/a>? <a href=\"https:\/\/userpilot.com\/product\/product-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">Check Userpilot\u2019s engagement features<\/a> and try them out without having to code anything!<\/p>\n<blockquote><p><em>&#8220;Userpilot completely changed how we engage with customers. It\u2019s intuitive, powerful, and gives us real visibility into behavior. It&#8217;s not just about reducing churn\u2014it\u2019s helping us grow accounts and scale efficiently without burning out our team.&#8221;<br \/>\n&#8211; Erin Gordy, Director of Customer Success at Chargezoom<\/em><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Chargezoom struggled to keep up with its growth. In this article, Erin will tell us how they used Userpilot to prevent churn and drive account expansion.<\/p>\n","protected":false},"author":64,"featured_media":275558,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[107,488],"tags":[1826,468,619,263,895,429,316],"class_list":["post-275557","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","category-user-engagement","tag-in-app-engagement","tag-in-app-messaging","tag-product-engagement","tag-reduce-churn","tag-resource-center","tag-user-behavior","tag-user-engagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Chargezoom Halved Churn and Tripled Expansion in Q1<\/title>\n<meta name=\"description\" content=\"Chargezoom struggled to keep up with its growth. Erin will tell us how they used Userpilot to prevent churn and drive account expansion.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Chargezoom Halved Churn and Tripled Expansion in Q1\" \/>\n<meta property=\"og:description\" content=\"Chargezoom struggled to keep up with its growth. Erin will tell us how they used Userpilot to prevent churn and drive account expansion.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-30T13:16:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-13T22:30:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/05\/how-chargezoom-halved-churn-and-tripled-expansion-in-just-one-quarter-with-userpilot_7c143f0dc9331f202c697670a1f277e4_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Nat\u00e1lia Kimli\u010dkov\u00e1\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nat\u00e1lia Kimli\u010dkov\u00e1\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\"},\"author\":{\"name\":\"Nat\u00e1lia Kimli\u010dkov\u00e1\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/fcf0589d0f896b365adeb8a395009259\"},\"headline\":\"How Chargezoom Halved Churn and Tripled Expansion in Just One Quarter with Userpilot\",\"datePublished\":\"2025-05-30T13:16:23+00:00\",\"dateModified\":\"2026-03-13T22:30:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\"},\"wordCount\":2101,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/05\/how-chargezoom-halved-churn-and-tripled-expansion-in-just-one-quarter-with-userpilot_7c143f0dc9331f202c697670a1f277e4_2000.png\",\"keywords\":[\"in-app engagement\",\"in-app messaging\",\"product engagement\",\"reduce churn\",\"resource center\",\"user behavior\",\"user engagement\"],\"articleSection\":[\"Case Studies\",\"User Engagement\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\",\"url\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/\",\"name\":\"How Chargezoom Halved Churn and Tripled Expansion in Q1\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/chargezoom-case-study\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/05\/how-chargezoom-halved-churn-and-tripled-expansion-in-just-one-quarter-with-userpilot_7c143f0dc9331f202c697670a1f277e4_2000.png\",\"datePublished\":\"2025-05-30T13:16:23+00:00\",\"dateModified\":\"2026-03-13T22:30:05+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/fcf0589d0f896b365adeb8a395009259\"},\"description\":\"Chargezoom struggled to keep up with its growth. 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