TechSmith Improves Products And User Experience While Growing Sales Via More Trial Conversions, Upgrades, Renewals, And Cross-Selling

Revulytics Usage Intelligence and ReachOut in-app messaging helps TechSmith grow revenue — more than paying for itself in a single upgrade campaign

The world leader in visual communication software, TechSmith Corporation helps customers create impactful images and videos to share knowledge and ideas more successfully. Founded in 1987, TechSmith pioneered the revolutionary idea of capturing screen content for better communication. TechSmith’s market-leading products now include the award-winning screen capture and screen recording software Snagit, and Camtasia, the all-in-one screen recorder and video editor. More than 30 million users in over 180 countries rely on TechSmith software.

The Customer’s Challenge

TechSmith places a priority on understanding and communicating with customers. As Strategy Lead Daniel Foster puts it, “We know shipping features is only half our job. The other half is to help users connect with the value those features deliver. If users don’t discover that value or fail to take advantage of it, we’ve failed.”

Helping users get more value from their software is a goal shared by product teams, product marketers, content management specialists, developers, and everyone else. Understanding how customers actually work with their products is central to their success. “We’d built and shipped all these features,” says Foster. “Who’s using them? How often? How do we invest to improve them? We’d been in market with Snagit for 28 years. Should we pull some features to keep the user’s experience manageable?”