Improved Upsells by Nudging Sellers with Customer Intent Data in their CRM

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The company struggled with maximizing upsell opportunities due to sellers missing key customer behavior signals indicating readiness to purchase paid versions of application modules. By integrating Whatfix with Salesforce, the company provided real-time alerts and actionable insights to sellers, significantly enhancing upsell potential and revenue generation.

Its product had multiple offerings and modules available on a freemium model, allowing customers to subscribe separately to each. Customers who engaged with certain features during trial versions exhibited behaviors—such as clicking specific buttons or completing certain processes—that strongly indicated their readiness to buy the paid version. However, sellers missed these signals because they didn’t closely track them, and no mechanism existed to enable them with this intent data.

Whatfix integrated its custom application to capture user actions that indicated readiness to purchase paid versions of modules and populated this data into Salesforce. A custom report in Salesforce was continuously populated with this intent data on customers' exhibited signals. In-app Smart Tips were delivered to sellers upon logging into Salesforce, directing them to this report. This enabled sellers to quickly identify and act on upsell opportunities.