In anticipation of DealTap's new product release, my role was to develop customer success programs that ensured customers were actively using the product and ultimately renewing their subscription. Throughout discovery, three challenges were identified:
Users are currently using 3-4 tools to complete real estate contracts. Migration will be an uphill battle
Tech fluency is low as the average age of real estate agents is 55 years old
Target customer is top-producing real estate agents who have little time & patience to learn new technology
Identified steps customers would normally take to reach their goal
Mapped the customer steps to actions in DealTap
Deep empathy uncovered a key friction point that stopped users from continuing
With product's collaboration, I devised a solution that eliminated user hurdles
"We'd love to hear your feedback"
"Tips on sending documents to clients"
"We haven't seen you in a while..."
conversion rate from
free to paid subscription
monthly logins per user
customer service satisfaction rate
first response time
annualized churn rate
of customers utilized 3 core features within 7 days of sign up