AgoraPulse were able to reduce their churn by managing feedback effectively, improving communication, and providing a transparent and up-to-date roadmap.
AgoraPulse helps thousands of businesses improve their social media positioning, gain followers, monitor activity, and report on their analytics.
AgoraPulse were receiving a lot of product feedback on a daily basis and they had no way of tracking who had requested what.
This made it extremely hard to communicate with customers and explain the product improvements and features that they were building. It took too much time to hunt them down. This led to customers churning, not realizing that their issues were in the process of being dealt with.
AgoraPulse integrated Pendo Feedback within a couple of hours, adding a button within their product that takes their customers through to their own Feedback dashboard where they can add requests, prioritize them and understand the status of every item.
All of their customers, product team, and support team are able to access Pendo Feedback and submit product feedback, as well as prioritize on those submitted by others. Customers can also view a release log and roadmap which update automatically as requests change status.
The management team review product feedback at a regular cadence. Pendo Feedback’s reporting allows them to access the top requests from the segments that are most relevant to the business at the time. Customers are automatically updated on any requests they may have, freeing up the time and resources of the support team.
“Pendo Feedback has helped us reduce chaos, reduce churn, and keep the right customers.”
Emeric Ernoult, CEO, Agorapulse
Now that AgoraPulse have a public roadmap, customers who are considering churning stick around. They can see the features and product improvements that will be implemented in the future and can base their purchase decisions on that knowledge.
Customers are also happier now that communication is automated. They now know that AgoraPulse are listening to what they have to say, and that their opinion is valued, regardless of the outcome. Customers understand that not every request gets built and more importantly, they understand why.
Finally, rather than making product decisions based on gut feeling, AgoraPulse can use Pendo Feedback’s insights to make data-informed decisions when it comes to improving their product and customer experience.