How Smartness leveraged user feedback to reduce churn and improve CX

Before Zefi: Manual busy work and biases.

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Before integrating Zefi, Smartness encountered several significant challenges due to their manual processes.

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Doing manual data analysis of each customer interaction was costing them substantial time and resources. Because of the manual insertion of tags, they had a problem with inconsistent tagging, which often led to inaccuracies and unconscious bias. Lastly, their analysis only took into account of the most recent interactions, overlooking a customer's history and context.

A centralized feedback repository and automatic tagging.

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To streamline Smartness's data analysis processes, Zefi was integrated to collect and analyze feedback from churned customers.

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First, Zefi was connected to Smartness's HubSpot CRM to analyze churned customer interactions.  Over six months, Zefi processed more than 60,000 interactions, including customer support tickets, sales call transcripts, and sales emails.

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With this complete and organized dataset, Zefi was ready give actionable insights on Smartness’s questions about customer churn and user experience.

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A new approach inside Smartness.

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Zefi’s features are designed to empower the CX team at Smartness with the tools they need to proactively address the identified churn causes and improve customer experience:

• Automated alerts on churn:

Zefi makes sure the right teams are notified of at-risk customers and intervene before they leave.

• Analytics, charts and insights:

The CX team has a clear view of the root causes of dissatisfaction, empowering them to provide data-driven answers and solutions.

• Contextual summaries:

Detailed profiles on all customers provide a complete overview of a customer's interaction history, helping provide more effective solutions and responses.

• E-mail digests:

Insights are delivered automatically, including a monthly report on churn that keeps all stakeholders aligned on this issue.

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Reduced Churn and happier customers.

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WIth Zefi, Smartness was able to move from a manual and reactive approach to an automated, proactive one.

• Improved Decision-Making:

Enhanced ability to make data-driven decisions based on comprehensive insights.

• ‍Enhanced Customer Experience:

Pain points are now identified and addressed proactively, which improves overall customer satisfaction.

• Reduced Churn:

Smartness can now identify at-risk customers early on and act proactively, which has significantly improved customer retention.