(laughing)
- We're starting a new weekly video segment,
called Office Hours.
We're gonna start taking customer questions
and answering them live every Friday on video.
Yeah.
- The Dundees (laughing)
- I'm Dave Gerhardt the director of marketing here at Drift.
- And I'm Cara Herrick and I'm a customer success manager
here at Drift.
- We wanted to start a new little video series,
based around customers and how they're actually
using our product because we get a million questions
and you can always go to our website which is,
what's our website?
- Drift.com
- Nice plug.
You can go to our website at anytime and ask
a question.
Each week we wanna actually take questions from
our customers and from the people using Drift
everyday, and answer them in a video.
I might have a rotating guest every week.
And so this week I have Cara.
Cara's one of our customer success managers here
at Drift.
Like on average, in a give, any given week,
how many times do you talk to customers?
- A solid 90.
Phone calls, chats, e-mails, hugs. (laughing)
- Swag.
- Swag packages.
Hey guys, how are you doing?
- Look at you underdressed.
- So anyway, we're gonna to cover, today we're
gonna to cover three things.
We don't have any question questions yet because
this is the first episode.
We want you to subscribe to our YouTube channel.
Brand new thing, we have a blog, we have a website,
we have a podcast, but our YouTube channel,
it's pretty fire.
It's growing, so you should go check it out,
- It's pretty sweet.
Subscribe, and that's the easiest way to send us in
questions every week.
Hopefully next week, we're on here actually answering
peoples questions, but, Cara and I did a little brainstorm
before this, and we kind of came up with,
three of the things that a lot of new customers
ask us.
So we're going to talk about them, and hopefully
it's helpful.
And, so yeah, lets do it.
- Sounds good.
- So let's talk about the first thing.
Number one thing that we hear, it really depends
on the size of the business, but like, a lot of
our smaller customers, they come to you,
and they say one thing, they say what?
- Not getting enough engagement.
- So like people are coming to their website,
but, or they might say like, I don't have enough
website traffic to get engagement and get
conversations started with Drift.
- So, this is something that comes up a lot.
So, customers say to you like, I might not be
getting enough engagement what's the first thing
that you do?
- Go to their website, see where they have Drift up
- And often times what?
- It's not everywhere,
- Yeah.
- It's on one page, they might just have the welcome
message up.
You need to make use of it, everywhere.
Just put it everywhere, have some fun with it.
- Yes so, if you';re not getting a lot of engagement,
like number one thing, Kara has seen you website.
Put it on every page first and then let that
run for a week, or two weeks and let's see.
But the other thing is, like, it's also about
the message. - Oh yeah.
It's not just about the medium, so like,
it's important to have Drift on every page.
But if you just have a message that says, "Hey."
Like, no body's gonna reply to that.
Some people are gonna say hello, you're going
to get the really active people.
For for the majority of people, they're not gonna
want to reach out and say hi.
- Right.
You have to reel them in, give them a reason
to talk to you.
You know.
- And so like, this is a ridiculous example,
but like, if you went to your website and you just
put the message on every page that says, "hey,
reply to this message and I'll give you $500."
I bet you that even if you have a low traffic website,
you're gonna get people.
- I would visit that website.
(laughing)
- Yeah I was gonna say, at least you know K.K.,
Kevin would visit your website and be like,
"Oh what's up now?"
No but, seriously like, you can, it's really easy
to get more engagement by testing messages.
Different messages on different pages, on your site.
- Baby testing you know.
- Just really figure out, what pages you're getting
the most traffic on, and
what kind of people you really want to be talking to.
So, maybe put it on your pricing page,
maybe that's the most important area where
you want to be talking to people.
Just do it.
Put a message out there and see what happens.
- And that's a great idea because,
and then the other thing, is like, don't
just put it on your pricing page, but match
the copy of that message to the fact that this
is on your pricing page.
So, don't just say "Hey, any questions?"
Say, "Hey have any questions about pricing?"
It seems so obvious, but if you go to people's
websites, oftentimes, the message doesn't
match every single page.
- Exactly.
- So that's, that's the easy tip number one.
So one of the things that we heard, was like,
so we talked about really low engagement.
We also heard the other, we also heard the flip
side of that.
Which is like, I'm getting too many conversations,
I have too much noise.
So, number one thing is, like A, you don't have
to put Drift everywhere.
Go look at, easy way to do that,
go to your Google analytics or go find the person
who knows how to do that, and sort your most
popular pages, by how long people are spending on those
pages and what you're gonna find is there's
usually two, it's the 80-20 rule applies here too.
There's usually two or three pages, where people
are spending the most time, only put Drift on that site.
But, Cara's gonna bite this one down.
In addition to that, we also built Driftbot,
which actually can help you cut through the noise,
and only have the best conversations.
- Exactly.
So, he pops in, every once in a while, he or she.
- It doesn't have to be a he.
- It doesn't have to be a he. (laughing)
Pops in every once in a while,
asks people for more information who they want to
talk to, route it to the right department,
if you have departments in your company.
We also have an integration with knowledge bases,
which is really exciting, sometimes we'll
see a chat come in and then the Drift bot,
will have already answered the question.
They're like,
"Oh great, that was the best answer I could've gotten."
And we're like, never gets old.
Never ever gets old.
- We wanted to solve two problems initially with the bot.
Number one was like, how could we right people
right people, to the right person on the teams,
so, if you come to our website, and you say "Hi."
The bot's gonna reply and say, who do you want
to talk to, do you want to talk to sales?
Support, marketing or somebody else?
And the reason we did that is because like, we heard
sales reps don't want to spend their time dealing
with support questions and, - No.
definitely not. - No.
And, what was I just thinking about, kay, kay,
and support people definitely don't want to deal
with sales questions, so we figured like,
we can make that easy by routeing the right
conversations to the right people.
And then we figured, we noticed that people
would always come to our website,
and they would ask the same like, five questions.
- Oh yeah.
- What's your pricing?
Do you have a slack integration?
- What's an active contact?
- Yeah.
And so we're like, wait a second, we have all
of these answer written in our knowledge base,
what if the bot could just go grab those answers
and then serve them up to you?
- It's amazing.
- (Laughing) It is a game changer, so yeah.
So like people will write into our website
and they'll say like, "Hey do you have an IOS app?"
And before one of us could even reply,
- I know.
- Like somebody, the bot's just like, here's
the IOS app link, and we actually,
we have a channel and slack called Drift Love
where we just share like, legendary bot
reply-responses.
(laughing)
So the bot's amazing, and it's something
that you can use on your website as well.
So the last thing, the last tip that we wanna
leave you with today is, for new people who
are playing around with Drift and, you know,
we have a free plan, so people that wanna check
it out for the first time.
Oftentimes, like the person who signs up for Drift,
doesn't have the keys to the website to get
Drift installed.
And so, there's actually a way you can skip
the whole install process, and test out Drift,
so,
if you click skip, during like the verify step,
it'll make sense when you actually go through.
And you just go to settings, you can actually
create your own individual Drift's profile,
whish is a single page where anyone
can send you a message, and you can see how Drift's
messaging works without ever having
to install the page on your own site.
It's basically like getting a customizable
landing page for your own.
And, the like, you know profiles is also just
a cool way to have more conversations with people.
Like, I know that you, you have a link to your
profile page in your email section.
- In my email signature, so it's, we call them
digital business cards.
It's really a great way for you to just
give somebody a really quick link,
and they can view your profile,
any fun fact that you have about yourself,
they can have a link to your calendar,
create a meeting just through your profile,
they can also just chat with you directly through
your profile.
- I don't have that many fun facts about me.
(laughing) So it's just like my bio,
but like, you got one?
- I do.
- What?
- It's actually on my Drift profile. (laughing)
I can wiggle my eyes back and forth really fast.
And it makes me sneeze.
- The other thing, is like, you can also take
all of your team's Drift profiles and create
a page - Yep.
Which is called, Team Directory.
So like, it basically replaces,
can replace your about page on your site,
so instead of a static about page,
you can have pictures for each one of your
team members, and make it so anybody that comes
to your website can talk to anyone of those people,
and you can check ours out, it's actually,
Team.Drift.com
- Send Cara a note after this and tell her like,
"hope you're feeling better." (laughing)
- I feel better already.
- Feel better.
(laughing)
Alright, so this was the very first episode of
Office Hours, new segment that we're doing here
at Drift, to help our customers and just you,
if you're curious about Drift, learn more
about the product, Kara was with me today.
- Yep.
- Maybe you'll come back next week.
- Totally.
- Maybe you're busy taking customer calls.
- It's pretty fun.
- So that's the deal, Office Hours, so, subscribe.
Catch this video every week, we'll be right here,
and go to our website Drift.com
ask us questions.
That's the deal.
Subscribe.
YouTube.
- Thanks for watching.
(upbeat music)
- Alright we gotta be done,
I gotta get out of here.
(laughing)
Bye.
See ya.
Cara's never coming back.
(laughing)
Oh we gotta walk out.
Walk out.
- Oh.
- Roll your chair.
- Roll out.
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