The Challenge: Small Team, Big Ambitions

For fast-growing startups like Trigify.io, the path to sustainable growth is paved with seemingly contradictory challenges: activate more users, reduce churn, provide personalized support—all while maintaining a lean team focused on building a remarkable product.

Trigify, a VC-backed social data platform that launched in April 2024, faced this exact dilemma. With huge numbers of paid users and ambitious plans to reach a great amount of ARR milestone the year, their small team of five was stretched thin trying to educate users, prevent churn, and scale their customer success efforts.

As the person responsible for user activation, product marketing, and customer education, Piers found himself caught in a never-ending cycle of one-on-one onboarding calls and manual customer support, taking valuable time away from strategic initiatives that could drive growth.

Finding the Right Solution

The Trigify team knew they needed a tool that could provide in-app guidance and education without requiring constant human intervention. After trying various solutions, including Product Fruits, they discovered Jimo.

"Product Fruits just didn't cut it. Jimo is easier to use, way better looking, and the support is lightning fast. Honestly, we were jealous of their site before we even signed up," shares Montgomery.

What set Jimo apart wasn't just its functionality, but its approach to design and customer support—two areas that resonated deeply with Trigify's own values.

Why Trigify Chose Jimo Over Competitors

• Superior Design: As a brand that values aesthetics, Trigify was immediately drawn to Jimo's polished interface

• Ease of Use: The intuitive platform allowed for quick implementation without extensive training

• Responsive Support: Direct access to the Jimo team via Slack created a partnership rather than a vendor relationship

• Flexibility: Customization options aligned perfectly with Trigify's colorful brand identity

• Built for Growing Teams: As a small team themselves, Jimo understood the unique challenges Trigify faced

"The design of Jimo is just... chef's kiss. Seriously, it's visually stunning, which is a huge win for us because aesthetics are so important to our brand. It makes our in-app experiences feel polished and professional," Montgomery explains.

Implementation: Beyond Basic Onboarding

After signing up in January, the Trigify team quickly integrated Jimo into their workflow. While there was naturally a learning curve, the support team was instrumental in helping them get up to speed.

Trigify implemented Jimo across multiple use cases:

How Trigify Uses Jimo

1. Automated User Education: Creating guided tours that explain features and use cases without requiring human intervention

2. Targeted Notifications: Using banners and in-app messages to highlight new features or important updates

3. Change Logs: Keeping users informed about platform improvements and updates

4. Product Tours: Guiding users through key workflows and features to improve activation

5. Integration with Analytics: Connecting with PostHog for event tracking and user segmentation to create more personalized experiences

The integration with PostHog was particularly valuable, allowing Trigify to create targeted in-app experiences based on user behavior, further personalizing the experience without manual effort.

The Results: Doing More With Less

For Trigify, implementing Jimo has transformed how they approach user education and activation. While Piers is careful not to attribute all positive trends solely to Jimo, the impact has been significant across several key areas:

Tangible Business Impact

• Reduced Churn: By proactively guiding users through the product in a way that sticks, they've begun addressing their previously critical churn issue

• Time Savings: The ability to set up educational elements once and let them run automatically has freed up significant time for strategic initiatives

• Improved User Activation: Users now have the guidance they need without requiring one-on-one calls

• Enhanced Brand Perception: The polished, professional in-app experiences reflect positively on Trigify's brand

• Scaled Customer Success: The ability to provide personalized guidance without adding headcount has been invaluable for their small team

"Jimo has freed up so much of my time! I can now focus on strategic initiatives instead of constantly onboarding and educating users. It's a lifesaver for a small team like ours," says Montgomery.

Perhaps most importantly, Jimo has helped Trigify move toward their ambitious ARR goals by improving the efficiency of their customer education and success efforts.

"We've got a small team and big goals. Jimo helps us do more with less—educating users, reducing churn, and improving activation—all without adding headcount."

A Partner, Not Just a Platform

Beyond the technical capabilities, what stands out in Trigify's experience with Jimo is the level of support and partnership they've received.

"The Slack support during onboarding was unreal. We felt like we were working with teammates, not a vendor. That kind of support is rare," Montgomery emphasizes.

This partnership approach has been particularly valuable for a growing startup navigating the challenges of scale. The ability to quickly get answers to questions and collaborate with the Jimo team has accelerated Trigify's adoption and success with the platform.

"Jimo is more than just a product; it's a partnership. The team truly cares about our success and is always willing to go the extra mile to help us achieve our goals."

Looking Ahead: Expanding Use Cases

As Trigify continues to grow and evolve their product, they see Jimo playing an increasingly important role in their customer success strategy. Piers is focused on mastering the basics before exploring more advanced use cases, but he already sees potential for expanding how they use the platform.

Future plans include:

• Creating more sophisticated user segments to deliver even more targeted guidance

• Developing comprehensive onboarding flows for different user personas

• Using in-app surveys to gather feedback and inform product development

• Leveraging Jimo to announce and explain new features as they're released

"With Jimo, I can set something up once and know our users are getting the help they need. It's like scaling customer success without scaling the team."

Key Takeaways for Product Leaders

Trigify's experience with Jimo offers valuable insights for other product leaders and growth marketers at fast-growing startups:

1. Automate user education early: Don't wait until churn becomes a crisis to implement in-app guidance

2. Look beyond features: Consider design quality and support when evaluating tools—they can be as important as functionality

3. Integration matters: Choose tools that work seamlessly with your existing tech stack (like Trigify's PostHog integration)

4. Start simple, then expand: Master the basics before attempting complex implementations

5. Value partnerships: The relationship with your vendors can be as important as the product itself

"For product leaders looking to scale user education without sacrificing personal touch, Jimo is the answer. It empowers our users to discover the value of our product on their own, leading to increased engagement and retention."

Conclusion

For Trigify, Jimo has become an essential tool in their growth journey—empowering them to provide exceptional user education and activation while maintaining a lean, focused team. By automating key aspects of their customer success process, they've been able to allocate more resources to strategic initiatives while still providing the guidance users need to be successful.

As Piers Montgomery succinctly puts it: "Jimo allows you to set up things that will educate your users without you having to be involved. That frees up time for you to focus on different things that need your attention." 

In the competitive landscape of social data platforms, this efficiency advantage may well be the difference between hitting that ambitious $1 million ARR target or falling short.

Ready to transform your user activation and education strategy? Book a demo with the Jimo team today and discover how you can guide users to success, without the constant hand-holding.