Customer Success Stories

Chargezoom Results:
Chargezoom, a B2B payment solution, used Userpilot’s in-app resource center and onboarding checklists to reduce churn from 4.06% to under 2.3% and triple expansion growth from 1.38% to over 4% within one quarter.
50%
Decrease in Customer Churn
3x
Increase in Account Expansion
Enhanced Support Efficiency
How Chargezoom Achieved These Results with Userpilot

Resource Center
Built a self-service hub containing FAQs, knowledge base articles, guided walkthroughs, and a support-booking form, reducing inbound queries and letting users resolve issues on their own.

In-App Messaging
They guide users through all features with checklists and tooltips:“Most customers only used our product for one thing until we started guiding them with Userpilot,” Erin said. Replacing email blasts with targeted in-app alerts delivered updates exactly when needed.
Analytics
Chargezoom monitores flow completions, tooltip clicks, and upgrade-prompt responses to spot churn signals early. By analyzing these in-app metrics, the CS team could proactively intervene and iterate on success strategies based on real user behavior.

How Chargezoom Halved Churn and Tripled Expansion in Just One Quarter with Userpilot

“Emails 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.”
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