Planable is the content collaboration platform that makes marketing teamwork a breeze. Since its inception in 2016, over 5,000 teams from iconic brands such as Hyundai, Christian Louboutin, and KFC rely on its services. It’s perfect for agencies handling multiple clients, as well as brands managing internal and external stakeholders. Planable is the spot where you can create, plan, review, and approve all your marketing content for social media, blogs, newsletters, press releases, etc., with a faster and better workflow.
The Challenge
With the growth of the customer base of their product, the amount of customer feedback and data also increased significantly. This feedback and data were crucial to the product's success in identifying areas that needed improvement from a user standpoint.
However, the manual processes required to analyze and process this data were laborious. The team responsible for analyzing the data found it challenging to keep up with the growing volume of customer feedback. Therefore, a more streamlined and automated solution was needed to efficiently process and analyze the data.
The Search for a Solution
Planable was looking for a solution that could help them combine and manage customer interactions from various sources in one place. The solution needed to integrate AI to simplify data analysis and provide actionable insights. Planable also wanted the solution to seamlessly integrate with popular third-party platforms such as Intercom and Zapier to ensure a complete view of customer feedback. This would help them better understand their customers' needs, preferences, pain points, and ultimately improve their product and service offerings.
The ClientZen Experience
Planable was on the lookout for a platform that would allow them to manage client communication sources efficiently. After evaluating multiple options in the market, they found that ClientZen stood out from the rest due to its 30-day trial offer, which allowed them to test the platform's capabilities.
During the trial period, the team discovered that ClientZen's ability to centralize all client communication sources into one place was a game-changer for them. This feature significantly reduced the time they spent on data analysis and processing. The platform's analytics tools also allowed them to gain valuable insights into their clients' needs and preferences.
Moreover, the increased efficiency gained through the use of ClientZen allowed the team to concentrate more on strategic tasks and innovation. This resulted in better quality work being delivered to clients and an overall improvement in productivity and client satisfaction.
Implementation and User Adoption
The integration of ClientZen was a seamless experience for the company, with no technical issues encountered. The platform's intuitive design and user-friendly data visualization made it easy to use, facilitating a smooth adoption across various teams, including UX design, product development, marketing team, and customer support.
As a result of the ease of use, technical training was not required for the staff to start using the platform. This allowed the company to leverage the platform's features and capabilities immediately, without any delays. The teams were able to start collaborating effectively and streamline their workflows with the help of ClientZen.
Overall, Planable was impressed with ClientZen's seamless integration and user-friendly design, and it has become an integral part of their operations.
Key Features and Benefits
The reporting and topics features provided by ClientZen proved to be an invaluable asset for teams, as they enabled effortless access to data analysis. The UX design team, for instance, was able to gain a more in-depth understanding of user behavior on specific product features thanks to the easy-to-use interface and the ability to generate detailed reports. On the other hand, the product management team was able to gain insights into feature adoption and identify any areas that needed improvement much faster.
The cross-departmental access to data provided by ClientZen fostered a more collaborative and informed approach to product development and customer experience strategies. With the ability to share data and insights across teams, everyone had a better understanding of the product and customer needs. This led to a more agile and effective product development process, which resulted in better customer experiences and increased customer satisfaction.
Efficiency Gains and Product Improvements
The adoption of ClientZen led to a notable reduction in workload for the customer support and success team, eliminating the need for manual data correlation. This shift allowed for more focused efforts on enhancing service quality and responding to customer needs more effectively.
Customer Feedback and Satisfaction
As their customer base expanded significantly over time, so did the volume of customer feedback. With the aid of ClientZen, structuring data and prioritizing features became straightforward and data-driven. In the last six months, there has been a notable increase in the number of positive sentiments expressed by customers about feature requests made to the company.
The increase amounts to a 30% rise in positive feedback, meaning that there has been a significant improvement in the quality of the requested features and how the requests are handled and prioritized. Planable, which was already a customer-centric product, could further manage and enhance its product development strategy by using CleintZen's user segmentation and data analysis features.
Business Growth and Strategy Impact
As the company grew, so did the interactions. The number of client interactions has grown proportionally with the number of Plannable customers. Because of this, they opted to use a tool such as ClientZen to manage these interactions properly and to optimize their workload since, without such a tool, the workload would have increased proportionally with the number of customers. While customer interaction increased significantly, the team's workload has decreased substantially.
Specifically, the team's feedback analysis workload has been reduced by approximately 15-20%, which is a significant improvement. This decrease in workload has given the team more time to focus on other areas, resulting in better customer service.
Conclusion
Planable's journey with ClientZen highlights the transformative power of the right tools in enhancing customer engagement and operational efficiency. By embracing ClientZen, Planable has not only streamlined its data analysis processes but also reinforced its commitment to being a customer-centric platform.
This case study serves as a blueprint for other companies looking to leverage technology to better understand and serve their customers, ensuring sustained growth and success in the digital age.
Customer feedback made easy
Customer feedback tagged automatically
Real-time customer sentiment scores
Pain-points evolution over time
