Gorgias, an all-in-one customer service product, needed to scale its Customer Success initiatives in response to an ever-growing customer base. Their Success Growth team turned to Candu for it’s no-code user experience (UX)—launching a personalized homepage to guide customers through their journey. From onboarding new users to driving product usage in more mature customers, Gorgias now offers customers targeted best practices and a hub of valuable resources, which enables them to self-onboard and discover new features.
Before Candu, Gorgias had a single dashboard experience, and only two communication tools at their disposal: Appcues and emails. While Appcues was great for important notifications, the team had to be very careful to limit their usage to avoid creating an invasive and distracting experience. Similarly, they knew emails could only capture so much attention and weren’t always reaching their users at the right time.
The Candu launched homepage, now acts as a digital CSM, providing customers with relevant content & resources they need to activate and drive continued adoption on the Gorgias platform such as setting up key integrations based on their existing tech stack, driving time to first value. The homepage also features webinar content, prompts to book office hour calls, new feature highlights and their own performance score metrics, to help drive users to engage with recommended next steps and level up their usage.
Creating personalized content has been integral to the success of Gorgias’ home page. They imported all relevant customer data into Candu via an integration with Segment.com, and created targeted in-app user experiences that cater to the different needs & goals of their customers. It’s a combo that really allows them to drive their Customer Success & Growth initiatives forward at scale.
Homepage Highlights
- Integration Cards - personalized depending on what existing tools a customer is using helping them to find what they need faster and reducing decision fatigue.
- Self-serve Materials - improved discoverability and accessibility for key
- Blog Posts & Customer Stories - showcasing the Marketing teams latest best practice content to help drive overall improvements in their customers business performance
- Variables - including a personal welcome and metrics linked to the users account helps messaging to resonate with customers and improve engagement rates
- Appcues Guide - complements the home page experience by offering a deeper look at what drives key metrics, at a time that suits the customer
- Events & Webinars - promote upcoming events to drive registrations
Want a deeper dive into Gorgias use of Candu? Check out the full case study here or their Referral Page story here.
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