Case Study: Yesware achieves a 22% reduction in support tickets and delights users with Segment

How Yesware used Twilio Segment and Amplitude to retain customers and decrease support tickets

Yesware, a Boston-based B2B sales productivity tool for Gmail and O365, needed to improve user experience as its user base grew. The product team found customers repeatedly getting stuck in key flows and escalating issues to support, but lacked a complete, centralized view of customer behavior to prioritize the highest-impact product fixes.

Yesware centralized event data with Segment and routed it into Amplitude to analyze user flows, then ran quick, iterative product sprints informed by support-ticket trends and product analytics. The data-driven approach reduced support tickets by 22% overall and up to 40% in targeted areas like Campaigns, freeing support resources and boosting user retention and satisfaction.

Yesware

Inessa Lurye

VP of Product Management