SourceForge had an extensive chat with Stephanie Rubin, CMO of FROGED, to discuss how FROGED can help small and mid-size companies prevent churn, improve their customer onboarding, provide proactive customer support and increase retention.
The key insight: “Customer Success and Customer Support companies have existed for a decade, but until now have NOT been somewhat separate tools within organizations. We’re here to change that, with a dynamic Product Success platform that’s simple and easy to use. This allows small businesses to scale faster, while ensuring their customer experience exceeds expectations. They can utilize their product to give them the upper hand against competitors, along with all the tools the giants have, and overtake them.”
Could you talk a bit about the company’s history? How did it get started?
FROGED was started in Malaga, Spain in 2019. We began with a premise of how we can make life easier for product managers and CSMs who are often using multiple platforms that directly impact the customer experience.
It was shocking to see how often SaaS and subscription based companies are going back and forth between multiple softwares to manage product marketing and customer success, resulting in poor engagement, increased ticket times and incomplete onboarding. This is
how FROGED was born – one tool that covers the entire customer lifecycle from sign up and conversion, to engagement, retargeting and omnichannel customer support.
The platform was launched in 2020 and we now have customers in 80 countries around the world. As we like to say, “we are a proudly Spanish company with a global mindset”.
Who is the market for your product?
The response to our product has been tremendous. We had customers right away, and very loyal ones too, who we love and appreciate. Turns out there are hundreds of thousands of small businesses trying to scale and having difficulties navigating all of these expensive and different solutions for such a critical part of their day to day customer experience.
Product Managers, CTOs, CSMs, CEOs and Marketing teams – basically anyone with a subscription based model can use our product. It’s a great way to connect the dots whether you are onboarding new users, looking to get insights to your product performance via NPS or CSET surveys, or give your users the tools to become power users with a Knowledge Base, in-app messages, dynamic chat or widget – it’s a very versatile platform with over 2k integrations.
And the best part is that it is all based on user behavior within your platform, so it’s a highly personalized experience for your customers. It also allows you to get as granular as you prefer with respect to creating automated messages or campaigns.
Key Needs of SaaS SMBs:
- Low monthly subscriptions – no 24 month contracts
- Free Trials
- Great customer service that is FREE
- Easy installation – no dev support needed
- Scale up easily
- Optional add-ons for what comes next
We designed our Product Flows to meet the needs of optimizing engagement and improve product adoption. It in essence guides the user to take the actions you want them to take,
but in a manner that is personalized for their experience. This means you can onboard or launch products with higher engagement or A/B test and retarget lagging users. If that’s not enough, our product flows can reduce tickets or help educate the product team on where users get stuck.
What can FROGED do that other CS Companies cannot?
Well, first of all this is the problem – most companies are in either the Customer Support or the Customer Success Management space. We are something a little different. We’re kind of the evolution of those often siloed areas of business.
For example – you don’t have to make a choice between one service or the other – you can tackle onboarding, retention and customer support within our platform – centralizing your systems and integrating with your existing ones.
Our platform is extremely flexible and easy to use and you are in control. You can set up events by region, product, language or all three or more – it is truly limitless. This creates a personalized approach throughout the entire customer lifecycle.
And with that in mind there’s so much versatility within our toolkit – in-app messaging, product flows, dynamic widget and live chat, knowledge base, behavioral email campaigns, NPS surveys, omnichannel communication, etc. allowing you to connect the dots across client communication.. The result – higher retention and MRR combined with lower tickets and streamlined internal communication.
There’s a ton of tech stuff too – like double, end to end encryption that makes us a bit unusual and is why we are growing in the Cybersecurity, Crypto and Fintech industries, but our customers don’t need to get into those tech details. They just need a simple and easy to use product success platform.
As I mentioned before we have a FREE trial and free version and regardless of what you pay, or don’t, our customer service doesn’t change. We have a vested interest in our client’s growth and feel the side effect of our versatile toolkit is workflow efficiency for our clients.
Did I mention, that for those that need it, we made an optional Knowledge base add-on or you can add additional seats for just €39. My point is scale is different for each company, so we want to be flexible in our approach to those needs.
Since the competition is not going away, how do you plan on staying ahead?
Great question. We made this product super-easy to try and make ourselves accessible for questions and demos. We want everyone to try it and we are excited about our momentum and consistency when it comes to customer experience. Yet, I think what makes us stand out the most is that we use our product everyday with our own clients and since we have launched we on average have 0.2% churn. That’s right, 0.2%. I think that’s pretty good versus our competitors.
This means we are truly committed to product-led growth and the voice of our customers. What I mean by this is that everything comes down to what we can do for customers. We want to scale with them, so we’ve created what we like to call “human powered technology”. The result is highly adaptable technology that works not only for CTOs, but also from an overall CX perspective – we listen to our customers. End of story.
We’re constantly working on new features and enhancements – like in depth reporting and more and more integrations (over 2k is just the starting point). These may seem small at times, but these little things are big things to our clients. Product Flows is a great example of our relationships with our clients. It is very much based on conversations with them and details within those discussions. The result is a very impactful solution that on average improves their onboarding experience by 27%.
How do your features compare to other vendors?
We’re very comparable to the larger, enterprise product vendors. We have the best software, as shown by independent reviews not only on SourceForge, but on other review sites including G2 and Capterra. Here’s a table which compares some of the key vendors.
FROGED offers omni channel communication – so you can see all customer conversations as well as onboarding and retention details in one place.
How is your product priced?
We have a free model that works nicely with Google Chrome. Yet, our Grow (€79) and Scale (€349) plans work great for companies with 15-20+ employees who are looking to scale their business without a huge investment. The plans can be paid monthly or annually and you can cancel at any time. The cost includes access to our amazing team – so you don’t pay a premium to talk to a team member. And if you look at our reviews – we are kind of known for our great customer service.
You can see more on pricing, and comparisons of our pricing structure on our website.
A small business wants to start using FROGED’s Product Success Platform. What should they do next?
- Look at our reviews and read case studies from our clients
- Set up a demo. It is free – you can book yours below!
- Start a FREE trial – it’s free, simple and clear – and you can add a chrome extension, so no tech setup needed
- Talk to us so you can get the most value out of your trial and we can further assess your needs (we love talking to our clients)
- When you decide to move forward with a different plan – we can help you navigate which is best for you as well as any custom setup you might want
- If you don’t like us, tell us. We can either solve the issue, or you can cancel, no problem.
- Feel free to contact us anytime or book a demo HERE
About FROGED
FROGED helps small and midsize companies achieve true product success by improving onboarding, increasing retention and providing proactive customer support based on user behavior. And it’s easy, like really easy. FROGED was built by SaaS experts for SaaS. and we love what we do (truly). Learn more at: https://froged.com.
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