Fatture In Cloud

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

Name: Customerly
Brand: Customerly
Rating: 4.9 (389 reviews)

About

Fatture in Cloud is the leader invoicing software in Italy with 500.000 customers. They are one of the most successful Italian startup.

Category

SaaS

Location

Italy 🇮🇹

Company Size

Enterprise

Website

https://www.fattureincloud.it/

Challenge

Increasing Customer Success Team availability for more than 500,000 customers.

Solution

Introducing Customerly to offer quick service to multiple customers at a time.

Result

Increased customer retention through improved customer service.

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

FrancescaHead of Customer Success @ Fatture In Cloud

Fatture in Cloud, a leading platform in the Italian market for invoice management, transitioned from Intercom to Customerly, a top-tier Intercom alternative. The switch was motivated by Customerly's more accommodating pricing model for their growing SaaS user base.

Francesca, the Head of Customer Success at Fatture in Cloud, highlights the significance of customer support tools in their operations, stating, "Thanks to the effectiveness of Customerly and our customer success, we increased our ARPU of 39%."

+39%
Average Revenue per User

The team at Fatture in Cloud values Customerly's live chat feature, which allows them to promptly answer every visitor interested in their services. This immediate response capability underscores the effectiveness of Customerly's live chat feature in enhancing customer engagement.

"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

Fatture in Cloud leverages Customerly's marketing automation to nurture, engage, and recover customers. They have set up several automations, delivering automated emails and in-app messages based on user behaviors. This has led to a higher engagement rate, resulting in more conversions into paying customers.

+30%
Open rate

Fatture in Cloud also utilizes Customerly's in-app survey and Net Promoter Score (NPS) surveys to gauge and enhance customer loyalty. Francesca notes, "Thanks to the integrated surveys, we can deliver in-app surveys to a specific audience and have answers in a blink of an eye." This immediate feedback from customers aids in improving their service and crafting a perfect experience.

They run about 15 surveys annually and take advantage of user segmentation to choose their 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.

+136%
Survey Answer Rate

For the Fatture in Cloud team, in-app surveys provide a wealth of feedback in no time, enabling them to make the right choices consistently.