Captions · AI video editing app
Run every new feature as a two-week A/B test before keeping it
Unknownexperimentation
What they did
Every feature Captions launches gets a two-week test period comparing variants to make sure it performs better before full rollout.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“Every feature we launch has a two-week period where we test the variables and make sure it performs better.”
Related topics
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More from this episode
- Captions: Let an engineer answer support herself and fix issues right away in the codeWorked well while finding product-market fit, guest says
- Captions: Let an AI agent answer easy questions and pass hard ones to a person with the full chatSupport team half the size it would be; 58-second first reply; no layoffs
- Captions: Try an AI agent only outside office hours, then advertise 24/7 supportA quick win: customers get an instant friendly reply overnight
- Captions: Offer round-the-clock support with one agent each in the Americas, Asia and Europe58-second average first reply; guest sees it as an edge over slow competitors
- Captions: Translate your website into Portuguese to grow in BrazilBig jump in Brazil installs after the Portuguese site went live; no number
- Captions: Show each customer's plan and renewal status in the support chat and prioritizeTailors replies; churned and premium users jump the queue; no numbers
- Captions: Hire your most helpful Discord members and customers as support agentsHires needed barely any training and knew the app better than the manager
- Captions: Put every employee, including the CEO, in Discord to answer users and test ideasSteady feedback without surveys or paid interviews; noisier as the app matured
- Captions: Quickly build a loudly requested small feature and have the CEO say 'we listened'Customers feel heard and become loyal, guest says; no numbers
- Captions: Post happy customer messages and reviews in a team Slack channel everyone seesKeeps the whole company focused on who they build for; no numbers
- Captions: Ask customers for an App Store or Play Store review after a good support chatGuest calls it huge; reviews naming agents attract new users; no numbers
- Captions: Track what share of subscribers contact support each month and watch for jumpsSteady at ~3% a month; jumps flag bad releases, outages or promos
- Captions: Compare each agent's satisfaction score to the team's to spot who needs helpSurfaced agents who were struggling, sometimes for personal reasons
- Captions: Test a 7-day free trial against a 3-day one7-day did worse, so the 3-day trial stayed
- Ask for a rating or review and link straight to it after helping someone