SupportLogic’s customer sentiment analysis benefited Fivetran in numerous ways, providing a single, updated data point for the newly converged Customer Success organization and enabling them to deliver great customer experiences at scale.
The customer sentiment score gave Fivetran real-time information about how each customer was feeling, as well as any blockers they were experiencing with the product. Armed with this information, Fivetran’s Customer Success agents could better determine how to engage with each customer and better serve them.
Fivetran soon found that when it kept its average customer sentiment score high, that fed into more traditional metrics as well. The company achieved an average 97% customer sentiment score. It subsequently saw improvements across key service metrics, including CSAT, NPS, and more. In just six months, Fivetran was able to increase CSAT from 90% to 95%. It also saw a 40% increase in NPS.
Fivetran also used SupportLogic’s customer insights to trigger proactive actions that improved the customer experience in real time and enabled decreased escalations and churn. Acting on customer signals from support data, Fivetran reduced customer churn by 25% while increasing revenue.
Analyzing customer sentiment had benefits that went beyond the Customer Success team. SupportLogic helped Fivetran unlock critical information from customer interactions that were relevant for the entire organization, including the product, engineering, and sales teams. What usability issues and missing capabilities were preventing product adoption? What were customers complaining about? Fivetran was able to identify—and then fix—product issues and barriers to adoption, which in turn increased company revenue and customer satisfaction.