Finbarr Taylor, CEO & Co-Founder, and Nick Raushenbush, COO & Co-Founder at Shogun, share insights into their journey of enhancing Customer Success through Vitally. Shogun, a powerful e-commerce experience platform, faced challenges in providing personalized support to their diverse customer base, prompting the exploration of a solution that aligns with their mission.
Challenges at Shogun
- Difficulty in strategically supporting larger merchants.
- Lack of understanding about individual customer behaviors.
- Inability to deliver tailored support to clients with advanced use cases.
"Our business is largely self-service… we don’t truly understand their behavior. Before discovering Vitally, we were never quite sure when to reach out to help them, and how to make them be more successful."
Nick Raushenbush
COO and Co-Founder
Finding a Purposeful Solution
With thousands of customers signing up monthly for Shogun's Page Builder, a self-service product, the Customer Success team struggled to identify the behaviors of individual customers. Vitally emerged as the solution to streamline their approach to Customer Success, focusing on delivering white-glove service to their larger merchants. Key features include:
- Segmentation: Ensuring large merchants receive personalized, high-touch support.
- Rule-based Alerts and Sequences: Proactive intervention based on customer behaviors.
- Enhanced Visibility: Overview of account health for crucial customer segments.
"I do feel that Vitally has really helped us level-up beyond just general support for this key segment of our client base… And I don't think that we would have been able to continue with our existing tech stack."
Nick Raushenbush
COO and Co-Founder
Results and Impact
- Improved Support for Large Merchants: Vitally enabled Shogun to provide intentional and high-touch support to their key customer segment.
- Proactive Customer Intervention: Rule-based alerts and sequences empowered Shogun's Customer Success team to intervene before customers faced potential issues.
- Effective Campaigns: Vitally's integration with Segment allowed Shogun to trigger specific campaigns based on user behavior, combating churn and identifying expansion opportunities.
Why Shogun Recommends Vitally
- Fast-Moving Product Roadmap: Shogun appreciates Vitally's responsiveness in evolving and enhancing its product.
- Intuitive User Interface: The platform's user interface and user experience flow are commended for their intuitiveness.
- Responsive and Attentive Support: Shogun praises Vitally's responsiveness and attentiveness to requests and feedback.
- Seamless Integrations: Vitally's integrations are highlighted for their seamless and easy implementation.
“Vitally has really helped us make a science out of customer success. If you’re not making a science out of customer success, you’re probably missing out on a lot of opportunities to reduce churn and see more expansion revenue.”
Nick Raushenbush
COO and Co-Founder
After witnessing the effectiveness of Vitally and experiencing its user-friendly interface, Shogun recommends Vitally to other companies, regardless of their stage—whether startups or enterprises. The recommendation is not only based on the platform's features but also on the level of support received from Vitally, the ease of integration, and the platform's continuous development.
Shogun's success story with Vitally showcases the transformative impact of purpose-built customer success solutions. By leveraging Vitally's features, Shogun not only addressed their challenges but also elevated their customer success strategies. The seamless integration, intuitive interface, and ongoing support make Vitally a key player in Shogun's science of customer success, contributing to reduced churn and increased expansion revenue.
For companies aiming to make a science out of customer success, Shogun emphasizes the importance of embracing Vitally. The platform's ability to provide actionable insights, personalized support, and facilitate strategic customer success practices positions it as a valuable asset for businesses looking to maximize customer satisfaction and drive long-term growth.
