Case Study: Salesforce improves customer first impressions with Retently

Salesforce boosts customer loyalty with Retently using 75% service retention insights

Salesforce, a leading CRM company, faced the common challenge of making a positive and lasting first impression during customer onboarding to build loyalty and reduce churn. To address this, they partnered with the vendor Retently and utilized its CX product alongside services like Intercom for in-app support, Hotjar, and Mouseflow.

The solution implemented by Retently involved a strategy of proactive and personalized customer engagement. This included monitoring user behavior to provide immediate support, sending personalized onboarding emails from real people, and setting clear expectations for new users. As a result, Salesforce found that 75% of customers were likely to continue doing business with them even after a mistake, demonstrating the powerful impact of excellent first impressions on customer retention. Retently's approach helped Salesforce build a foundation of trust and reliability from the very first interaction.

Salesforce