How Smartsupp Uncovered 1M ARR at Risk of Churn

1 M ARR

At churn risk revealed

50+

High value trials found

3 teams

using us to deliver value

Customerscore.io has given us the crucial data needed to react at the right time and place, significantly improving our efficiency. Without this data, we were largely blind to what was happening with our customers. Individual client calls were our only source of information, lacking continuous data-driven monitoring.

Ondřej Novák

Head of Customer Success

About Smartsupp

Smartsupp.com is a B2B SaaS company offering conversational solutions for ecommerce industry. Smartsupp combines AI, live chat and chatbots so they can engage, convert and assist customers in their shopping 24/7. Smartsupp makes it easy for businesses to connect with their customers, and engage shop visitors so they can provide a better experience, build amazing relationships and sell more.

Founded:2013

Employees50

Customers100 000+

IndustryAI, live chat, chatbots

Websitesmartsupp.com

The Story behind the success

◎ Challenge

Smartsupp faced challenges in understanding customer usage patterns. We needed more data to predict and prevent customer churn. Without timely insights, it was hard to provide the necessary support, risking higher churn rates. As a SaaS business, managing churn is critical. The lack of detailed customer data made it tough to analyze and reduce churn effectively, impacting overall retention and satisfaction.

⊘ Solution

Implementation

Driven by the need to prevent churn and gain better insights into product usage, Smartsupp turned to Customerscore.io.

Ondřej Novák, Head of Customer Success at Smartsupp, emphasized the significance of Customerscore.io's tailored approach to meeting their specific needs: "Customerscore.io excelled in tailoring the solution to meet Smartsupp's specific needs. Finding a committed partner willing to go above and beyond for their customers was crucial for us." said Novák.

Usage

Smartsupp uses Customerscore.io to monitor customer segments, track their product usage in time, and analyze long-term churn trends. The tool is used by 5 team members across Customer Success, Sales, and Marketing. Each user manages their own portfolio of customers.

List of segments

Uncovered 1M ARR at Risk of Churn

The main goal of the Customer Success department is to reduce churn and spot opportunities for MRR expansion among high-usage customers.

In the following screenshot, you can see that we identified 32 customers in the 'churn risk' segment who do not have an assigned dedicated success manager. These 32 customers represent 1M ARR in CZK. We have observed a significant drop in usage among these customers, indicating a high likelihood of churn in the upcoming subscription period without intervention by a success manager.

Revealed 32 customers at "Churn Risk" segment

Smartsupp can also analyze customer behavior in detail to understand the reasons behind the drop in their engagement score at the feature level.

Detailed view of the customer with significant drop in the app usage

50 High-Potential Trialists Revealed every week

Customerscore.io has proven valuable not just for Customer Success, but also for the Sales and Marketing teams. They leverage it to pinpoint high-potential new trialists who are likely to become long-term customers. Weekly, they identify 50 new trialists who extensively use the app. This ensures that high-potential customers no longer go unnoticed by the sales team.

50 High-Potential Trialists identified every week

Alerts

Smart Alerts provide instant updates on significant changes in the customer base. For example, alerts can notify when a customer's usage drops or when a new trial customer reaches a key activity level. This helps Smartsupp target customers more effectively and boost overall MRR.

Smart alert setup

⊕ Impact

Smartsupp now has all customer data about app usage and trends in one place. This helps make informed decisions and set priorities on which customers to reach out to. The data from Customerscore.io has made the Customer Success team more effective, likely reducing churn among key clients.

Smartsupp plans to keep integrating CustomerScore.io into its processes, expecting new use cases to emerge from different departments. The tool has become essential not only for Customer Success but other departments.

Implementing Customerscore.io has been a game-changer for Smartsupp. It's a vital tool for reducing churn and improving customer retention, and a key component of our strategy to maintain and grow our customer base.