Endurance International Group is a 2,500-person, publicly traded provider of cloud-based platform solutions designed to help business owners succeed online. In today’s Real-Time Tuesday, you’ll see how the company uses Evergage to learn more about its customer base with progressive profiling and increases conversions with personalized messaging.
With a large and diverse user base, Endurance faced challenges presenting relevant offers to its customers at the right time. Email campaigns were broad in scope and difficult to personalize. The company also wanted to capture better data about its customers and product usage in order to make its products easier to use, reduce customer service costs and effectively communicate with customers in real time, with relevant content and offers.
Endurance partnered with Evergage to gather valuable insight and feedback from customers through the use of targeted surveys. Better data enables the company to develop richer segments and engage with its customers “in the moment” at different stages of their lifecycle - from new user to champion user. The company is able to provide real-time customer support and present only relevant upsell opportunities at the right place and time - while customers are logged in and using one of their online solutions.
Here is a relevant upsell offer presented to a specific audience:
Endurance saw a significant increase in what their usual email campaigns were generating. The company also used a control group for this test, and customers who had seen this offer saw a huge percent increase compared to those customers in the control, who did not see this message.
Endurance also used Evergage to create a personalized progressive profiling survey. Before Evergage, every Endurance customer was seeing the same generic survey and questions. Now, Endurance is able to improve response rates and dynamically adapt the user experience based on these responses. This allows the company to target questions based on the previous responses. Here is the survey:
As you can see, this survey is off to the side of the page, and is not interruptive. Evergage is able to collect the data of the survey. With this information, the account teams are able to follow up in a relevant way. Instead of asking the same questions to everyone, they are able to pin-point the customer information that they should be focusing on.
Evergage also helped Endurance save money with proactive support. Endurance’s HostGator brand found technical problems encountered by customers, and used Evergage to provide tips and suggestions. These messages would point the customers to the most relevant self-help articles. Evergage is able to detect keywords and then immediately dynamically present messages directing customers to the most appropriate resource. Here is an example of one of the messages:
To learn more about the results that Endurance saw while using Evergage, read our case Endurance International Group study.
We hope you enjoyed this weeks Real-Time Tuesday, see you next week!