Heap × Freshworks (Freshdesk)
Heap x Freshworks, 20% feature adoption lift through behavioral data
20% increase in feature adoption
Siloed, incomplete data to self-serve behavioral insight
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Why it works
The case study grounds the headline metric in a specific feature (Ticket Templates) and a specific intervention (in-app tour plus UI tweaks), which makes the 20% figure credible and replicable. The before-state is concrete: data locked behind complex queries, accessible only to engineers, producing an incomplete picture. The story also shows a secondary Clarity win, going from guesswork and ad hoc interviews to funnel-based visibility, though the Breakthrough framing leads.
Steal this
Anchor the headline metric to one named feature and one named tactic rather than the product overall. This specificity earns reader trust and makes the number feel earned rather than vendor-selected.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Heap's published work; we link to the source and lead with our analysis.