How 15Five uses in-app NPS to build an army of brand promoters
Customer Stories / 15Five
Benefits of Wootric In-app NPS surveys for marketing:
- Real-time surveys give 15Five instant identification of promoters and a constant pulse of customer sentiment
- Wootric’s integration with Intercom makes it easy to enlist promoter support.
“Commanding an army of promoters is extremely effective and incredibly fun.”
Shane Metcalf, the VP of Customer Success at 15Five, knew that engaging highly satisfied customers to spread the word was one of the best and most cost-effective growth strategies available to 15Five. This strategy fit well with the company ethos: 15Five is all about authentic engagement.
15Five is a SaaS product that creates more effective communication between employees and management. The SaaS product works by having employees check in once a week to take a 15-minute survey, with the employee’s manager spending about five minutes to review the answers—hence the name 15Five.
Shane became sold on using the Net Promoter Score system to identify enthusiastic customers. The problem was, most NPS survey platforms were email-based. “We already send out a lot of email to our customers, and we know their inboxes are very crowded as it is. Customers might start ignoring our emails if we send too many,” Shane notes. “So we also wanted to make sure we ask our question in a way that it’s likely to be answered.”
Wootric’s in-app NPS platform, which integrates directly into the 15Five product interface, delivers exactly what Shane envisioned. There have been tremendous response rates, and “the Wootric NPS survey has a very modern look and feel that reflects well on us and our brand,” he reports. Now, a percentage of 15Five’s customers are being surveyed at all times, a “drip NPS” effect that creates a constant stream of timely data. Shane now identifies promoters based on their NPS score. NPS data is then passed to Intercom, 15Five’s customer communication platform. Now Shane can communicate directly with these enthusiastic customers to get the word out about his product.
“One of the things we love about Wootric’s Intercom integration is the ability to communicate with customers by NPS segment. We were featured on a major startup website a while back, and it was like I was commanding an army of promoters to spread the word and get people interested in reading the story. I started by notifying the 10s, then I sent in the 9s, then I unleashed the 8s…It was a extremely effective and incredibly fun.”
CUSTOMER
Shane Metcalf, V.P. of Customer Success
GOAL
Mint promoters! Ensure customers are delighted with 15Five and eager to spread the word.
OBSTACLE
15Five couldn’t identify their promoters, let alone communicate directly with them.
RESULTS
- Segmenting customers by NPS score makes it easy to identify and empower promoters.
- “Always on” survey insights give 15Five a constant pulse of customer sentiment.
- Integrating Wootric NPS data with Intercom means customer communication by Promoter, Passive, Detractor is effortless.
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