Fatture In Cloud increases customer retention with faster customer service through Customerly

"Thanks to the effectiveness of Customerly and our customer success we increased our ARPU of 39%"

FrancescaHead of Customer Success @ Fatture In Cloud

How would you describe Fatture in Cloud?

Fatture in Cloud is the leading platform in the Italian Market to handle your invoices.

Why did you choose us over Intercom?

When we switched from Intercom in 2015, we searched for a fairer pricing model to accommodate our SaaS user growth. This is why customerly is the best intercom alternative.

What are the benefits of using Customerly?

Live chat is fantastic because we can immediately answer every visitor interested in our services.

We have created a Prospect team and a smart assignment rule that automatically assigns every new conversation from the landing pages.

We also have instructed the customer support team that these messages must be a high priority.

Perception of value?

Having a Live Chat on our website has helped our brand establish trust with all our visitors, and the live chat has added incredible value to our proposition.

People love Fatture in Cloud because of its instant customer service, ready to help them.

"I do believe that every company must have a proper live chat customer service to boost their sales as we did"

DanieleCEO @ Fatture In Cloud

Automated message to engage customers and convert leads

We have created several automations that work for us to nurture, engage and recover customers.

To nurture our incoming leads, we use Customerly automation to deliver automated emails once per week on how to become a successful freelancer. We have created a series of 12 emails after the magnet (eBook of the freelancer) to nurture them.

We deliver in-app messages based on their behaviors to engage our customers.

To recover customers, we deliver, thanks to automation, an email with a survey to understand what is not working for them.

Thanks to the automations, we have a higher engagement, which means more interaction that brings more conversions into paying customers.

How important is it to understand your customers' needs?

To me is an essential thing for every successful business. For this matter, Customerly is a must-have.

Thanks to the integrated surveys, we can deliver in-app surveys to a specific audience and have answers in a blink of an eye.

How Customerly in-app surveys are different from other survey tools?

We run about 15 surveys annually and take advantage of user segmentation to choose our delivery audience.

While a traditional NPS survey averaged a 4,4% response rate, the in-app NPS survey skyrocketed to a 23,3% response rate.

For our team, in-app surveys are bringing us a ton of feedback in no time, enabling us always to make the right choices