How Tagbox used ZapScale to

“Increase Product Adoption by 15%”

tagbox

The Challenge

Identification of gaps between customer health, product adoption and customer engagement due to lack of resources.

The Result

15%

Increase in product adoption

40%

Increase in CSM team productivity

"Implementation was quick and the support very thorough. ZapScale's drag-and-drop product feature tracking is phenomenal! We can see exactly how our customers are using our new features without bothering the devs. The heatmaps make it easy to identify customer trends."

Neeraj Singal

Chief Executive Officer

Tagbox offers a comprehensive suite of social media solutions that transforms social content into a valuable asset for businesses, events, and online presence. A robust social media aggregator, enhances e-commerce by turning user-generated content into a dynamic storefront and empowers website owners to seamlessly integrate curated social feeds, fostering interactivity and authenticity. 

Headquarters

California, USA

Industry

Social Media

Founded In

2018

Company Size

80-100

G2 Rating

4.9

CS Team Size

5

Too much to do. Too little time.

Tagbox offers a variety of products, but their customer success team of 5 struggled to keep up with a large number of customers. They were constantly strapped for time and lacked the information they needed to do their jobs effectively.

The biggest challenge? Understanding how customers were using Tagbox's products.

They tried different customer success tools, but none of them provided a clear view of customer needs or product performance. This lack of insight made it impossible to create efficient automated workflows for the already overloaded customer success team.

Adding to the chaos, Tagbox used a separate tool stack for each product, leading to data fragmentation and confusion. On top of that, these tools wouldn't work together, making it nearly impossible to get a holistic view of their customer base.

The result? A frustrated customer success team and potentially unhappy customers.

How did ZapScale help?

data
Customer data at a glance
The first thing the team at Tagbox did was integrate with all their customer touchpoint tools - CRM, ticketing, feature requests, payments and communications to bring all the data into a single view.The integrations took a couple of weeks and solved their key challenge of different data in disparate systems.
Customer data at a glance
tracking
Easy feature tracking
Next, Tagbox leveraged the on-screen feature tagging tool to map out key features and quickly went on to understand feature adoption and usage for their customers and users.Identifying the gaps in feature adoption, CSMs quickly got into action and built training programs and engagement plans for feature adoption. This robust understanding of feature adoption coupled with actionable insights and plans helped improve feature adoption by 15% immediately.
Easy feature tracking
Automation for improved productivity
Tagbox leveraged pre-built Playbooks on ZapScale, for seamless initiation of workflows in response to customer concerns. This helped CSMs stay on top of all customer red flags and solve them.Additionally, ZapScale's Success Plans enabled the CS team to follow internal SOPs, facilitating better coordination and more awareness of customer outcomes and progress. Tagbox's CS team saw a 40% productivity jump, thanks to clearer data and automated workflows triggered by those insights.
Automation for improved productivity

Overall, ZapScale aided Tagbox in achieving deeper insights into their product usage and adoption at the same time freed CSMs to focus on customers.

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