Leveraging a customer-engagement platform saved the firm from cumbersome trial-and-error experiments and costs needed to tweak its own marketing communication strategies
In order to boost engagement and revenues through highly-targeted, data-driven customer interactions, a Goods and Services Text (GST)-billing and accounting software firm in India announced on 14 November its adoption of a customer engagement platform.
The firm, myBillbook offers all-in-one billing, inventory and accounting platform that helps Indian small-and medium-sized enterprises (SMEs) to increase business efficiency. Founded in 2019, the firm’s mobile app, web and desktop platform is now used by more than 1 crore businesses to complete daily workflows such as billing and reconciliation in seconds, and also simplifies complex tasks like preparing and filing GST reports.
While the firm offers free trials of their products, its management seeks to find potential long-term paying subscribers based on their usage profile and attributes. This is where adopting a customer engagement platform could help them spark relevant conversations with potential subscribers at the right times. Said the firm’s Vice President of Growth, Snehal Samant: “As a company dedicated to empowering small businesses, we recognized the need for an integrated platform to enhance user engagement and optimize customer journeys… transform our approach to user interactions, focusing on key micro-moments that drive meaningful engagement.”
With the adoption of a customer engagement platform, myBillbook has been able to “personalize our outreach and optimize our engagement strategy. We are excited about the growth we are witnessing and remain committed to leveraging data-driven insights to enhance our offerings further,” Samant said.
Quantitatively, the firm has already experienced a tripling in the volume of high-intent “hand-raiser” trial users; a 35% boost in Inside Sales-driven revenue; and a 15% reply rate on social media chats through personalized conversations orchestrated through tailored, multi-channel messaging across WhatsApp, SMS, and in-app notifications, delivered at key user milestones.
According to Abhishek Gupta, Chief Operating Officer, CleverTap, the customer engagement platform used: “By leveraging personalized messaging and analytics, myBillBook has transformed its engagement strategy, achieving remarkable results. This collaboration exemplifies the impact of understanding customers at each stage of their journey, and we’re excited to continue supporting myBillBook as they innovate and elevate their business.”
