{"id":4587,"date":"2017-04-11T14:30:46","date_gmt":"2017-04-11T13:30:46","guid":{"rendered":"http:\/\/www.prodpad.com\/?p=4587"},"modified":"2023-02-09T17:23:59","modified_gmt":"2023-02-09T17:23:59","slug":"slack-customer-community","status":"publish","type":"post","link":"https:\/\/www.prodpad.com\/blog\/slack-customer-community\/","title":{"rendered":"Our Slack Customer Community Has Made Our Churn Rate Insanely Low"},"content":{"rendered":"\n

Our ProdPad community on Slack started out as a \u201cHey what if\u2026?\u201d What if we opened up a product community for our customers? If we build it, would they come? <\/span>

There are a few reasons we were wary about jumping into this: Starting a community is hard. It\u2019s hard to get people interested, it\u2019s hard to create momentum and it\u2019s hard to manage people in real-time. <\/span>

It\u2019s a major time investment no matter how you look at it. <\/span>

But even as a tiny team of five at the time, our Head of Customer Success, Andrea Saez insisted she was onto something.<\/span><\/p>\n\n\n

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\"slack<\/figure>\n<\/div>\n\n\n

Well, we went ahead and fired up a new Slack chat.\u00a0What we found very quickly that Andrea\u2019s argument was correct: Slack did help us establish closer relationships with our customers.<\/span>

Then as time passed, we started seeing a pattern we <\/span>really<\/span><\/span> liked: Customers who join our Slack community were not cancelling their ProdPad plans at all. <\/span>

In fact, 99% of our cancellations were (and still are) coming from customers who weren\u2019t part of our community. <\/b>

Amazing news for us, obviously. But why was Slack becoming our strongest channel for customer retention? <\/span>

Not because Slack is magical (sorry guys, we still love you!). <\/span>

This is all us. We\u2019ve applied the same values that have made us <\/span>an effective product team<\/span><\/a> to our product community – and it\u2019s worked!<\/span>

So we\u2019re going to go ahead and take a little credit for this one. These are the\u00a05 reasons why we\u2019ve been able to reduce our customer churn rate through our Slack community.<\/span><\/p>\n\n\n\n

Reason #1: We’re open and transparent with our customers<\/h2>\n\n\n\n

Imagine if we had a Slack product community and said stuff like: \u201cWe\u2019re not at liberty to say\u2026\u201d or \u201cThat\u2019s under wraps at the moment.\u201d How frustrating that would be and a waste of time for our customers too.<\/span>

But that\u2019s not how we talk to our customers anywhere. Our Slack community is an extension of product-focused values that we follow across all our channels: <\/span><\/p>\n\n\n\n