Case Study: Shogun Makes Customer Success a Science with Vitally

Shogun uses rule-based alerts in Vitally to zero in on merchants who are in need of support in a busy customer base of 18,000.

Shogun, an e-commerce experience platform serving 18,000+ customers, needed a better way to support its diverse customer base, especially larger merchants with more advanced use cases. Before using Vitally, the team struggled to understand individual customer behavior and know when to intervene with the right kind of help.

With Vitally, Shogun used segmentation, rule-based alerts and sequences, account health visibility, and integrations like Segment and the Vitally Analytics API to deliver more proactive, high-touch support. The result was a more intentional customer success program that helped reduce churn risk and uncover expansion opportunities, with Shogun saying Vitally helped them “make a science out of customer success.”

Shogun

Nick Raushenbush

COO