Freshservice + Zarget Case Study

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Here’s a story of customer success, featuring the giants of customer success themselves. Freshservice, a Freshdesk product, is an online ITSM service desk software platform.

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Freshservice + Zarget Case Study

  1. 1. Case Study
  2. 2. FreshService, a product of Freshdesk is an online ITSM service desk. At the core, FreshService is a customer support platform too. It focuses mainly on solving organisation’s internal IT problems. IT admins and managers have been using FreshService to extend exceptional support to their end users. 37% increase in Sign ups using © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com
  3. 3. In the mission of optimising their website, FreshService ran a series of A/B tests and Heatmaps using Zarget A/B testing and Heatmaps Software. In this case-study, we will cover a A/B test performed on their sign up page. We got in touch with Shihab Muhammed, Business Unit Head at FreshService to talk about their website optimization process and experience with Zarget. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com Introduction
  4. 4. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com The marketing team at FreshService, set their heart on optimizing the product website. In the process they also wanted to explore the thorough potential of their signup page. In spite of good number of signups, the visit:conversion ratio showed huge scope for improvement. Their sign up form was already very straightforward and short, so they eliminated reasons such as lengthy forms, or asking for information that visitors think is not necessary, requesting credit card details for a free trial etc. After eliminating all the bigger factors from the equation, they had one more theory left -Password Fatigue. Business Case
  5. 5. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com FreshService believed that if they added the options to sign up through Google+ or Linkedin, they’d increase their sign ups. Hypothesis
  6. 6. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com The Test
  7. 7. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com FreshService bagged 37 % increase in Sign ups with 95% statistical significance. Gained access to authentic permission-based contact and other details from visitors. With all the available first hand information, their personalization options looked very bright. Social sign ups not only promised customers, but also brand ambassadors - if impressed, a socially active person is likely to talk about you or recommend you The Results
  8. 8. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com “The very process of optimisation proves insightful to us. Every test returns assurance, some surprises and some point us to the indifference shown by the visitors. It generates a creative energy within the marketing team - one test leads to many ideas, reasons and learnings. It enables you to grow your ideating horizons, and helps validate every ‘best practise’ that the industry offers.” The Optimization Process
  9. 9. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com “Zarget has a fantastic editor, we were able to create variations in a finger snap. The ease created a quick affinity towards the optimizing process and the tool itself. Running tests and seeing the changes work, helped us feel more in control and encouraged us to keep optimizing. Zarget has a good set of features that we have been using - A/B tests, Funnel tests, Heatmaps, Scrollmaps, and URL Targeting. The support team has been very receptive of our concerns, and queries, and have backed us up every time we needed them. They consistently display a demeanor of expertise.” Also, about Zarget -Shihab Muhammed, Business Unit Head, FreshService
  10. 10. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com Think about it, an average person uses up to 21 passwords across various sites - banking pins, social media passwords, email passwords, and then there are the favourite shopping sites, the list goes on. Password fatigue is a real issue. It could be denting your website or websites well. Social logins make the website sign up process less frustrating. Until you have tried and tested you never know what you are missing out on. The social buttons helped Freshservice fight password fa- tigue, and saved their visitors the pain of adding another password to some sticky note on their desktop. The single step sign-up was easier, and in turn more visitors signed up. Try adding social logins to boost sign ups
  11. 11. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com Is a website question popping in your head? Have a word about the blog? Or maybe you have been obsessing over an idea that needs validation? Whatever it is, drop a comment and we can get talking! Now, let’s get talking!
  12. 12. © 2016 Zarget, All rights reserved. To learn more visit us online at www.zarget.com Try it now! 30 Days free trial. No credit card required.

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