Market ResearchSourced
Case Study: User Interviews cuts its churn rate in half with Vitally
User Interviews Case StudySourced & dated by Case Study Desk
Key results
The challenge
Before Vitally, User Interviews had little visibility into client subscriptions, usage, and engagement, according to Director of Customer Success Hope Supernic. Reviewing clients was manual, which kept the team reactive rather than proactive.
The solution
User Interviews adopted Vitally as the system of record for its subscription clients, using it to review accounts and build proactive action plans.
“For me, Vitally is really our CRM for our subscription clients. It's where we go to understand our client base.”
HSHope SupernicDirector of Customer Success, User Interviews
The results, in context
User Interviews reported cutting its churn rate in half after adopting Vitally, shifting from a reactive to a proactive Customer Success approach. Figures are quoted from Vitally's published User Interviews story and dated to that source.
Products used
Vitally Vitally