Case Study: Strive Learns from Churn with Warmly

How Strive's challenges with Warmly led to churn given lack of immediate wins, platform slowness, and usability issues

Strive, a provider of employee experience technology, sought to increase their top-of-funnel conversions and generate more sales appointments. They partnered with the vendor Warmly to use its platform, which identifies website visitors and enables immediate engagement via live chat. However, the customer struggled to see results due to a combination of factors including a lack of immediate initial success, platform slowness, and low web traffic volume, which limited opportunities for engagement.

Although the specific implementation did not yield the desired results for Strive and they ultimately churned, Warmly used the experience to improve its product and customer success approach. Key learnings led to new internal metrics like Time To First Win and the development of AI Prospecting features to better serve companies with lower traffic. Warmly demonstrated its commitment by refunding the customer's contract and publicly sharing these lessons to highlight its dedication to being a true partner, even when outcomes are not successful.

Strive

Zach Beegal

Chief Executive Officer