Hey Jess! Andrea from ProdPad here, hope you have a chance to see the webinar It’s here if you’d like to see it: https://www.youtube.com/watch?v=bC6J7wibv3Q&t=165s
To answer your questions:
Yes our churn rate is quite low, and the Slack community has been a huge part of it. That being said, it’s not the only effort we have towards churn prevention!
A few other things that have helped:
- Having personalized onboarding
- Providing more webinars and demos
- Making ourselves more available (both via Slack and generally online). We don’t add any restrictions to how and where people can contact us.
“15% of users who are part of the [Slack] community and cancel – are saved.”
I looked at the numbers and that is in fact true. Now keep in mind this is 15% of the users that are in Slack. This means that of 500+ customers right now, of those that have canceled or were churning somehow, we managed to save those accounts by engaging in active conversations with them.
There is also a subset of clients that ask to remain in our Slack community because they intend to take ProdPad to their next job, and would like to stay in touch in order for us to facilitate that transition. We’ve already done this with a handful of clients and it’s been great!
To add to your other questions:
How do you spend your time when you’re not responding to Slack messages?
We’re a startup, so there’s quite a bit of other things I do around here. I give demos, help with support, write blog posts, and look at new engagement opportunities and strategies. I don’t see community isn’t just one channel, but rather an initiative worth exploring in different ways.
Does it cause you to become immune to Slack notifications in general? (I have this problem already, being in so many different teams and channels)
Not at all. I think what’s unique about our Slack is that people will engage when and where needed, and I don’t need to push conversations to happen. Sometimes silence is ok, at the end of the day our customers are busy, and we don’t need nor want the community to be a source of stress!
How do you strategize new engagement initiatives?
That’s definitely a really interesting question, and I’d love to hear more about from others as well! I’m always looking at what others are doing and seeing if there are things we can apply. It’s all about trial and error sometimes - what works for some won’t work for others, and that’s ok.
Hope that helps!