Case Study: Pagely achieves reduced churn and real-time customer feedback with Delighted

Pagely - Customer Case Study

Pagely, the enterprise-grade WordPress hosting company, needed a way to quantify and scale customer experience across a fully remote organization to reduce churn and keep support quality high. Pagely chose Delighted to run a lightweight experience management program using Net Promoter Score (NPS) and Customer Effort Score (CES), leveraging Delighted’s API and integrations to work with HubSpot, Zendesk, and Slack.

Delighted was set up to trigger CES surveys after Zendesk ticket resolutions, push color-coded responses into a centralized Slack “Customer Success” channel, and sync NPS/CES scores to HubSpot for segmentation and follow-up. The result: faster detection and re-engagement of unhappy customers, greater cross-team visibility, feedback-driven product roadmapping, improved internal morale, and a reported reduction in churn since deploying Delighted.

Pagely

Dave Amirault

Director of Marketing