Green, Yellow and Red SMBs: Where to Help and How to Do It with Gorgias

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Green, Yellow and Red SMBs
Where to Help and How to Do It
with Gorgias
@RomainLapeyre
Co-founder & CEO

eCommerce dropped, and is now back up
Lockdown
Source: Gorgias

Retailers are migrating to online
Source: Shopify

Who’s doing well, who’s having a hard time
🔴 -50%: Fashion, Automotive, Sports
🟡 stable: Beauty, Outdoors
🟡+50%: Food, Fitness, Electronics, Toys

Ad spend is up, CPM down
Source: MuteSix

Impact on our business on March 31st
Top of funnel: email open rate dropped from 60% to 15%
Sales: large accounts pushing back, SMB stable
Retention: dipped to -3% in March, then back up at 0%
Q2 forecast: discounted growth projections + hiring plan by
35%

˜40% of our customers were in trouble
Revenue change among our customers

We’ve decided to help
3 months free to customers with -20% in sales
6 months free to customers with -40%+ in sales
Existing + New customers. Keep paying commissions.

Our goal with this response
Help our customers go through the crisis #InThisTogether
Keep our Sales and Success teams busy onboarding merchants

Customers really appreciate it: 100s of reactions

10% of our customers took advantage of the offer
368 applications in 3 weeks
80% of them from existing customers
Total cost of the offer is 4% of our ARR

This offer boosted acquisition by 60%
Stimulus Offer

Thanks!
romain@gorgias.com
@Romain_Lapeyre

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