How ProfitWell Used Appcues to Increase First-Week Retention by 20%


ProfitWell uses Appcues to ensure consistent engagement throughout the user journey. From initial onboarding, to announcing new features, to inviting new users to the platform, Appcues helps the ProfitWell team build seamless experiences for new and existing users.

ProfitWell initially used Appcues to improve first-week retention without straining their engineering resources. Within 2 months of deploying Appcues, ProfitWell saw an improvement of 20% in their first-week retention. Seeing early success with Appcues, ProfitWell now uses Appcues to deliver contextual information to their customers at each critical step of their journey.

We caught up with product manager Neel Desai and CEO and co-founder Patrick Campbell at ProfitWell to learn how Appcues has helped them engage their users.

About ProfitWell

ProfitWell provides industry-standard BI solutions that improve retention and monetization automatically by providing financial, usage, and attribution data to its customers. It helps businesses across the globe to reduce churn, optimize pricing, and grow their subscription businesses.

Improving first-week retention

When Neel joined the ProfitWell team, he was assigned the mammoth task of improving their initial user onboarding. He noticed that users weren’t getting engaged and activated quickly enough—it was critical that Neel find a way to keep users within the product for longer to drive them to value. But even adding a single welcome modal for each user would have required Neel to reach out to the dev team. Neel started looking for solutions that would allow him to create and iterate on experiences himself, without engaging dev resources.

We're constantly thinking of ways to better activate and engage our users, and Appcues seemed like a really cool way to quickly try different things to educate our new customers on how to use our platform.– Neel Desai, Product Manager, ProfitWell

That’s when Neel discovered Appcues. He signed up for a free trial and used the Flow Builder to easily create multi-step onboarding experiences for his customers within minutes. He also created a theme for his flows that made his flows look native to his product.

This is a screenshot of profitwell's welcome modal window created with appcues. it says welcome to profitwell. The dashboard is visible behind the modal layer.
This is a tooltip in ProfitWell user dashboard showing new users how to use the platform. The tooltip has text explaining what each metric is, plus a next button in Profitwell's brand color.
This is a tooltip in ProfitWell user dashboard showing new users how to use the platform. The tooltip is the end of profitwell's new user onboarding tour.

When the time came to publish these flows, Neel invited an engineer on his team to ensure a one-time successful Appcues installation. Within 15 minutes, Neel could publish the experiences he created, gaining full control of the in-app messaging. The result? Within the first 2 months of using Appcues, ProfitWell improved first-week retention by nearly 20%.

Enhancing the brand experience with Appcues

As the co-founder and CEO of a fast-growing startup that serves over 8,000 businesses worldwide, Patrick deeply cares about the brand experience delivered to ProfitWell’s customers. He understands the importance of engaging users from the onset, not only to improve the first-week retention but also to create experiences that customers can are happy to refer to others.

“Appcues to me is a retention marketing solution because your onboarding is one of those absolutely critical paths to ... introducing that user or that customer to your brand somewhat for the first time. It's basically hand-holding that user in a really really positive way so that they can see just how beautiful your product and just how beautiful the solution that you've created actually is.”

With Appcues, the team at Profitwell eliminates the guesswork from their initial onboarding. They frequently optimize and iterate on experiences based on the usage data on their flows.

Putting the user experience in the right hands

Using Appcues, ProfitWell not only saves hours of work for their dev resources but also puts the user experience in the hands of Neel—who, as a PM, is constantly observing the behavior of the end users.

“[Appcues] also allows us to save all of that time and all of that effort so Neel, who doesn't have a lot of engineering experience, can basically create these flows as a product manager rather than having to bug the engineers who wanna work on our core product and not on these types of flows.”

ProfitWell makes educated decisions regarding solutions they add to their tech stack As a thought leader in pricing and profitability, ProfitWell delivers value to their end users before charging them a fee. By providing the contextual guidance users need to realize value faster, Appcues has become an integral part of ProfitWell’s revenue strategy.

Ali is a Senior Product Marketing Manager at Appcues. He has over seven years of experience in marketing roles at startups, corporations and government organizations. His interests include music, traveling and having random conversations with random people.

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