Swyft Filings – SupportZebra Customer Testimonial
How SupportZebra Helped Swyft Filings Increase Revenue & Save 20% of At-Risk Customers
Swyft Filings, a company dedicated to helping new business owners get started, partnered with SupportZebra to improve revenue retention and customer lifetime value through their contact center. By working closely with SupportZebra, Swyft Filings launched a specialized “saves” team to retain customers considering cancellations and implemented targeted upsell initiatives. The result was a 20% save rate on cancellation requests and a 40% month-over-month increase in upsell performance, all while maintaining a collaborative, people-first partnership.
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Client Q&A: How SupportZebra Drove Revenue Impact for Swyft Filings
What does Swyft Filings do as a company?
Swyft Filings was established in 2015 to help new business owners get started by handling the paperwork involved in forming and maintaining a business. Their mission is to let entrepreneurs focus on what they love while Swyft Filings takes care of the administrative work.
What challenges led Swyft Filings to partner with SupportZebra?
Swyft Filings wanted to improve revenue optimization, specifically by retaining customers who were requesting cancellations or refunds and by increasing adoption of important subscription products that customers often skipped during checkout.
How did SupportZebra help reduce cancellations?
SupportZebra helped Swyft Filings create a dedicated “saves” group made up of top-performing, highly articulate agents. All cancellation and refund requests were routed to this team, resulting in a 20% save rate, where customers chose to stay and felt confident about their decision.
How did SupportZebra help increase upsell revenue?
SupportZebra worked with Swyft Filings to train non-sales-focused agents to upsell an important renewal subscription product during customer interactions. This resulted in 66 additional subscriptions sold, even though customers had initially declined the product during web checkout.
What measurable improvements followed the initial upsell effort?
After the initial success, Swyft Filings set a goal to increase upsell performance by 15% the following month. The SupportZebra team exceeded expectations by increasing performance by 40% month over month.
What makes the partnership with SupportZebra unique?
Swyft Filings views SupportZebra as a true partner. The teams share goals, expectations, and accountability, while maintaining a positive, collaborative culture that balances performance with enjoyment at work.
Full Transcript
I just love the people that I work with every day. It feels like a combination of family, but we’re in it to win it. They know that I have goals, my company has goals, and expectations, and they treat those expectations like their own. From a business perspective, they’re in lockstep with us and wanting to deliver the results we need.
Can you share some background on Swyft Filings?
We were established in 2015, and our main objective is to help new business owners get started. We say, “You do what you love, and we’ll take care of the paperwork.”
One of the things we focused on was how to grow our company’s revenue and how we could help small businesses grow theirs by using our contact center professionals more effectively.
I went to SupportZebra’s leadership team and said we needed help in two areas. First, revenue optimization — specifically saving customers who wanted to cancel services or request refunds.
With SupportZebra’s help, we created a dedicated saves group starting in April. This group was made up of our top, most articulate agents, and all cancellation and refund requests were routed to them.
That effort resulted in about a 20% save rate, where customers not only stayed but felt really good about their decision.
We also asked another group of agents — the non-sales-focused agents — to upsell a product customers hadn’t selected during checkout. Even though customers had previously declined this product online, agents were able to explain it more clearly during conversations.
We sold 66 subscriptions to an important renewal product. While that number might not sound huge, for our business it was very meaningful.
We then set a goal to increase that performance by 15% the next month, and the SupportZebra team increased it by 40% instead.
From a business perspective, they’re in lockstep with us and focused on delivering results. And on top of that, we have fun working together — which makes it even better.
