Azubu was the first amongst its competitors to provide real-time customer support across various channels for its user base of 80,000. This helped the company to differentiate itself from its competitors.
Within 6 months of project completion, Azubu realized 20% increase in their customer retention rate.
Their customer community allowed Azubu to engage more actively with their user base. Social media activity increased by 50% which increased the company’s brand recognition.
The knowledge articles helped customers troubleshoot issues by themselves which increased case deflection by 5%.
The success of Azubu’s customer support initiative resulted in management building a new revenue stream by selling premier support to different tiers of membership. This eventually helped Azubu to bring in more revenue by urging members to upgrade their membership tier.