Make retention your competitive edge. Optimize the cancellation process and gain insightful customer data that fuels business growth.
Copper, the popular CRM software for Google Apps users, replaced a ticket-based cancellation process to improve care and automate outreach.Read success story
Crazy Egg, the website optimization tool provider, is testing offers targeted to trial users and customers based on their billing frequency.
Gitbook, a documentation provider, seeks to systematically gain churn insights from their technical developer audience to improve product experience.
PersistIQ, a sales engagement provider, used Brightback to pinpoint customer sentiment and display dynamic offers at just the right moment.
Mailshake, an email outreach tool, optimized its customer retention journey to address the top three reasons customers’ needs were unmet.
Join the growing list of SaaS and subscription businesses who are keeping their customers happier, longer.Let's talk
“The success of a high-volume subscription business is directly tied to its ability to retain its customers and reduce churn. One way to reduce future churn is to understand the 'why' when someone leaves you. As a high volume SaaS business, we can't afford to have a personal relationship with every account to ask: 'Why are you breaking up with us?' Brightback provides a scalable and automated solution to this problem, and allows us to surface opportunities to deflect churn.“
Customer Operations at Copper
“The best thing about Brightback is it allows our team to test, measure and act on why people leave or don’t convert. We’ve been able to preempt cancellations, reduce time spent on manual tasks and focus on higher value activities like adoption, education and support. We’re innovating, testing and sharing the results across the organization to drive a better customer experience.“
VP Customer Success at Copper
“To win on experience today you need to pay attention to customers throughout the lifecycle and be in a position to respond quickly to any opportunities to expand or save customer relationships. With Brightback, we deflect one in four cancellation requests. More powerfully, we segmented all churn events and found that 40 percent are preventable. We restructured our team to jump on customers who never onboarded correctly, or need more time to learn, with a target of saving tens of thousands of dollars every month."
GM AT Crazy Egg
“Churn is a major hurdle for growth. A focus on retention has never been so critical. Brightback allows us to pinpoint the 'why' behind the cancel experience, so we can get continuous learnings from our customers and ultimately drive improvements in our product roadmap.“
SVP Data Science AT Sparkpost