The Gorgias team scaled their Customer Success initiatives alongside their ever-growing customer base via Candu’s UX. Their Success Growth team launched a personalized homepage to guide scaled customers through their journey and after engagement with this page continued to improve, their Growth Marketing team launched a Candu created ‘Refer & Earn’ campaign within the Gorgias platform.
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.
To drive awareness of the Gorgias referral program, a subtle prompt was added to the main Home page that users engage with when they login to the platform. This linked out to a separate landing page within the product, which listed all key information about how the referral program works, FAQs to common questions and two call to actions to encourage customers to submit referrals.
By using Variables, just like with normal email marketing, the Growth Marketing team were able to include a personalized welcome to the Referral page and a personal referral link, unique to each customer, so it’s possible to track the source of each referral as they come through. This approach means that customers can easily find and access all information about the Referral Program at any time, and complement any one off email or pop-up campaigns utilized to drive uptake.
.png)
.svg){kind=icon}
.png)
