ShopScale Achieves 125% NRR with AI-Powered Outreach
An e-commerce platform transforms customer success with data-driven expansion
ShopScale
E-commerce analytics and optimization platform
Industry
E-commerce SaaS
Company Size
100-250
Customers
8,000+
Location
Austin, TX
125%
Net Revenue Retention
+35%
Expansion Revenue
18%
Email Reply Rate
3 weeks
Time to Results
The Challenge
ShopScale had strong product-market fit but was struggling with net revenue retention. Churn was offsetting new business, keeping NRR at 95%.
NRR Below 100%
Customer churn was higher than expansion revenue, leading to net negative growth from existing customers.
Reactive Customer Success
The CS team only engaged when customers raised issues or were about to churn.
Limited Customer Intelligence
No systematic way to understand which customers had expansion potential.
The Solution
ShopScale adopted a proactive expansion strategy powered by AskUsers.
Proactive Customer Scoring
AI analysis identified customers with high expansion potential before they showed buying signals.
Personalized Expansion Playbooks
Each customer segment received tailored outreach based on their business profile and needs.
Reply Analysis & Follow-up
AI-powered reply tracking helped prioritize and personalize follow-up conversations.
The Results
“We shifted from reactive firefighting to proactive expansion. AskUsers helps us identify opportunities before customers even know they need more. That's been a game-changer for our NRR.”
Michael Torres
Director of Customer Success, ShopScale