Gorgias—an all-in-one customer service platform—launched a new, chargeable add-on as part of their core self-service module. They needed a scalable way to highlight this value-add feature for thousands of existing customers. To complement manual outreach and email automation, Success Growth Lead Claudia created a product-led cross-selling campaign that prompted customers to learn more about Gorgias’ Automation Add-On.
By focusing on the key benefits this new feature offered, including additional revenue generation and deflection of support tickets, Claudia embedded Candu-created prompts to the most relevant parts of the Gorgias platform. The combination of value-first messaging and strategic placement piqued customers' interest—resulting in $62K ARR of add-on cross-sells over two quarters in 2022.
The Gorgias team, now experts at using Candu to create personalized embedded in-app experiences, wanted to ensure customer uptake of the new Automation Add-On module was impactful. The goal: increase value across their user base and revenue growth for the business. Claudia also wanted to reach users at the right time—without interrupting their experience within the platform. She needed to display the message and value proposition in a strategic yet subtle way.
Claudia opted for Candu’s dismissible banners. The announcements highlighted a core benefit of using the new add-on. Users could either dismiss the alert or select “learn more” to book a demo with the Gorgias sales team. She also added a prompt to the “Recommended Next Steps” section of the main homepage—prime real estate for engaging with the users who were most likely to benefit from this add-on.
Aside from the clear, outcome-based messaging, part of the success of this product-led campaign was the tactical, well-thought-out placement of the embedded banners and prompts across not just one but multiple areas of the product. The homepage, the self-service setup page, and the statistics & reporting page all featured content that advertised this new add-on.
The campaign successfully led to demo bookings and thousands of related add-on sales.
For a better user experience (UX) among adopters, Claudia used Candu’s Segmentation feature to specify targeting that ensured customers who purchased the new add-on would no longer see the “learn more” prompts.
The success of this in-app campaign demonstrates the power of using your product’s user interface (UI) as a lead-generation channel—which can be extremely effective (and lucrative) when growing and supporting a large customer and user base.
Want a deeper dive into Gorgias’ use of Candu?
- Check out the full case study here.
- Look into Claudia’s personalized homepage experience here.
- Check out Guillaume’s in-app Growth Marketing experience here.
Have a product or feature that you want to upsell or cross-sell? Check out the Candu templates on this page to get started.
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