Using Video for Customer Engagement

Sch comprendre das seasoning詢4 Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. Thank you. my six-year milestone, which is cool considering we are a company of being 10 years old, which is kind of I'm one of the old guard. I joined the customer success team in 2020 and became principal in January 2022. But it's not all about me. One thing I will want you to note, though, is that I am not a marketing expert by any stretch. So the question comes then is, why are you running a webinar program? Good question. And why are you and Templify using video for customer engagement? So before I'd like to tell you that, we need to go back as to why we started this. Now, Templify has over 1,000 customers, mostly enterprises. We only have 16 customer success managers across three locations, Sydney, New York, and Copenhagen, with a couple of remotes. Every one of our customers requires the same level of detail, or in most cases, right? So they're going to need management. They're going to need enablement. The customers need to be educated when new modules become available. We need to make sure that we're showing value, we're renewing those customers, and we want to show them a little bit of love. Exactly like I mentioned, all of those customers are managed on a one-to-one basis. Now, what makes matters worse is that, obviously, COVID came along and we reduced the team by three customer success managers, all by natural attrition. We just didn't have headcounts anymore, the way, obviously, everyone tightened their belts. But our customer base continued to grow. We continued to sell to some large enterprises, and customers continued to make additional purchases as well. And along with that, we started to do our AI offerings, and our products continued to grow. So in no way were Templify slowing down, which we had to ponder a question, and that is not me in the bottom left. We had to ask the question, how do we reduce the strain on customer success managers while maintaining a high level of customers, the high levels that customers expect? And we also need to do it with the same resources that we've ever had. Like, we don't have headcounts, and we don't have budget to buy any more tools. So the solution was Templify Talks. Yes, it's very derivative. I wish I could tell you I didn't come up with that name because it's extremely cheesy, but I did. So what is Templify Talks? Well, Templify Talks, we launched back in Q4 2022, and it was designed as a monthly series that would educate our users. So obviously, we're going to be the money and make sure they go well and to keep the customers on time. Prioritizing those benefits, So whatever the topic, whatever the topic could be, we kind of say, yeah, that could be a good a good Templify talk. But I think the numbers are important to note. So in the first year, we had over 5000 registrants and we hosted over 20 webinars. We had eight customer success managers host different sessions. Again, it's not all just myself hosting each session. And we had two of our partners. Obviously, Templify is a software, but our content. We need obviously customers to have content and we use partners for that. And they joined and were very good with our customers as well. What's also interesting to note is that we have a man behind the scenes who does all the production. And that's Casper. And he actually used to work for 23. So it's kind of a bit of inside knowledge as well. So continuing on the numbers, since we launched last year, Templify now holds eight out of the top 10 spots, which is pretty impressive considering it's sort of a customer faced webinar series. Now. I also think even though we're eight out of the top 10 spots, the AI Assistant launch, not really a webinar. It's more of a launch. So that was nothing to do with us. So I don't think that really counts. I think we're still like, you know, top, top of the top and quite impressive. We have the highest registrants that we ever had for a single webinar was over 1000. And considering we're only aiming at us sort of in this one, we're aiming at our customer base is quite impressive. So I think another thing that's really important for us to note here, and this is definitely not me trying to sell 23. You're all here. You understand. The benefits is that why 23 is so important. Now we manage 95% of all of the webinar series from 23. And we use it because obviously it's simple to use. The quality is always fantastic. Now it's so interesting. Obviously, if you're trying to do a webinar, the last thing you want is to have any lag. And so it's always consistent as well. Whenever there's issues, if there are, or we have any questions, maybe we don't know how to sort of rebrand our backgrounds or have questions around the signup pages. But the support team at 23 are always on hand. And I think it's really, you know, we talk a lot in the video is now session around synthetics and chat bots, and also like, you know, even AI avatars. I love the fact that when I can just have a query, there's almost always a person on the other side of it that is a real person. And then often, you know, I know them from LinkedIn, which is really cool. Really, really good support. The platform's continuous evolving. There's always new features coming on again for the same subscription, which is, you know, why you keep coming back. And. paying the money. And the analytics is super valuable as well. And I think that's the next thing I want to show you, because obviously all of these webinars are fantastic, but what do they actually mean? So since starting, we had over 4,000 initial attendees and over 6,000 registrants since we started. We've influenced in 2023, we influenced $13 million of opportunity. Now, the way we classify that influence is that somebody that's in a funnel with our sales pipeline has been part of and joined a Templify talk. And the biggest webinar we had with regards to influenced opportunity was our Productivity Plus and Check, our Productivity Suite webinar, which influenced over 7 million, which was amazing. Now, influence is one thing, but we actually contributed 1.9 million closed one on either existing or new business, which shows that the leaders are enticing our customers. It also brings in prospects as well, which is fantastic. And the picture that's on the right, as you can see, when we do host a Templify talks, traffic to our website greatly increases. So what started as a customer success initiative is actually really helping on the marketing funnel as well. And I don't want to put anyone to shame. It was actually the highest opportunity influence in marketing initiative of 2023. Fantastic. So, talking about net retention as well, this is why we did it, right? So the reason we did this is we want to keep our customers. So as you can see, year on year, we have had a little more churn in 2023. That was natural with the economic downturn, but we have kept a net retention rate of 88% across the two years, which is fantastic. And this statistics were pulled in the summer, as you can see, we're on course to repeat that this year as well. So what's next? So our next webinar, we're going big. Now we're working with Microsoft, and as you can see here, they're actually going to, one of the senior product managers is joining us for the next Templify talks. I'm going to put the link in the chat so you can all join. We'd love to have you there. And you can see what all the fuss is about. That's coming on September 4th, and we're basically going to showcase the Microsoft co-pilot and Templify integration, which is going to be huge. For more information, everyone loves a QR code. We do have a now dedicated website where you can catch up on any of the webinars that we've previously done. And you can, yeah, please join, take a look. We'd love your feedback. I still remember one piece of feedback in the summer that we got was from one of the guests, and they said, why does it look so shonky? And I thought, well, you know, we're doing this on a shoestring budget. Our customers absolutely love it. But the most recent one, you'll be happy to hear, we have actually got new production team, and we can actually, yeah, we can actually have a bit more of a budget now, a bit more of a background. So I'm not obviously like this one, I'm just in an office. But it'd be interesting to see, you know, what we can do going forward and how the production changes. But as I said, I'm just going to pop in the chat there, in the audience chats, the link, I think you can see that. Please sign up if you want to see Templify talks in action. I guess back to you, Amelia, if anyone has any questions. I should put you back on the spot then, I saw you jump in. There we go. Thank you so much, John, for sharing some of these insights with us. I always appreciate an analytical perspective to this type of content. It's been a red thread throughout the entire day, how analytics and data really help feed the reasons why, because the proof is in the pudding. So it's great to see that you guys are performing on such a high level and are able to collect so much data around these activities. I'm curious to know, though, have you guys heard any feedback from your customers? How are they reacting to this content? Do you have any, you know, fun stories, success stories, any comments that like stood out to you? Yeah, it's interesting. I think one comment we had from one of our large customers, again, obviously can't mention who, but they loved the fact that it was consistent. And they always knew when they joined a Templify talks, they would find out something new, or they would know, you know, trainers very often, not our end users. So rather, we're going to save our customers time in training their users when they can say, they can just redirect their users to Templify talks. And it's sort of, you know, saves them time as well. So it's been fantastically received. Again, like I mentioned, the fun feedback was when we were in the video in the studio and video is now. And from the next one, you'll see a big change. But with regards to fun stories, it's just been, you know, lots of positive comments in the chats. And you know, people always coming back, I think that's an important thing with webinars is that it's not just new people, new advertising, it's the same people that come back time and time again, as a compliment in itself, I think. as a compliment in itself, I think. I can only imagine. I also think the aesthetics and around, like what you see in that actual square is quite important. It has a lot to do with scene setting, what environment, what vibe do you want to get? You know, you have the actual content and the knowledge part on the one hand, but then you have all these other soft metrics that really help give someone maybe more of an emotional perspective as to what it is you want to communicate. Are you hosting an official event and you're standing with a background that seems a little bit more formal and professional? Or are you tuning in from someone's home, someone's library? Are you talking directly to your client director, your own client director that you've emailed with? Then there's maybe other elements that can help really deliver that content that are not part of what you say or how you say it, but in those environmental aspects. So I think that's very interesting. Exactly. And I think we have a commitment. We did get a lot of inspiration from the Video Is Now sessions in the summer from how you have that kind of your webinar setups in the office and I think that's something that's inspired us. We're going to have our own sort of section so people want to record videos, then that's where we're going to, you know, people can go and do that. I think it's one, especially against the, you know, always being authentic and human. I think that's something that, you know, 23 and 10 to 5 have in common. We don't want to use, you know, artificial intelligence. We can, you know, it's much better to have that sort of personal touch. So, and we also hired a new videographer and producer who is big and keen on the aesthetic and, you know, so lots of exciting things to come. Again, we have only really, this is almost, we're almost at the two year mark at Temblify Talks. So we're, you know, only going to go from strength to strength. So really fun. And I can't wait to, I would love to tune in and see a little bit of how it's going to go. Going on and how you guys executed. What does it look like? How does it, you know, feel in terms of, yeah, look and touch. So very excited to learn more about that. You say that you build a lot of these touch points for your client base. And obviously you guys know very well who your client base is, but do you target all content to all clients or how do you differentiate the audience? Because I'm expecting that even within, like client base, there are also, you know, individual segments and how do you navigate that? That's a really good question. So a lot of the time when we have, when we're in the planning stages of a webinar, we will do exactly that. We're like, who is our audience for this? Now, some of the webinars are aimed at users, but we can't actually write to our users, right? For, you know, privacy reasons, we can't just invite them to a webinar, at least not yet. And so then we have to consider messaging for admins to then go to users, which is obviously that's one tactic. And we do have a way of doing that. And some webinars, like you say, are only for specific customers that have specific modules. And then so obviously knowing that information, we can target them directly and see if they're interested in a specific webinar. And then obviously the type of guests that we bring on are tailored to that specific area as well, like AI experts, for example. So it's a really good question. It really is, you know, something that we do during the planning stages. But yeah, I think we have all the information from which customers have which modules and what use cases, are important to them. And then we can target them from there. Yes. No, and exactly. And I think that just speaks even more to your level of maturity that you're also making these different types of content depending on where they're at in your own processes. So you had a little disclaimer at the beginning saying that, you know, you're not a marketer, you work in customer success and, you know, take a little bit of distance from the marketing team. Do you ever, however, work together with marketing or how does that collaboration work? in terms of like brand storytelling? A lot of these keywords that are more, I guess, generically associated to marketing? That's an excellent question. And I think the obvious answer is that when we started this, not really, because obviously this was something that, you know, was driven by us and we're just our CS team rubbing our heads, look at them go. Whereas now they're very much involved in the kind of the graphical design, obviously the, you know, the aesthetic, as we mentioned, the storytelling aspect. You know, in the past CS, we were running our own webinars whenever we wanted on whatever subjects we wanted. But now it's part of a bigger strategy because they see how much attention it gets. They also, you know, want to coincide it with things they're doing. They're scared. They want to make sure that they're not in the way of what we're doing. So it's a really good point, but no, we're very, very collaborative and even more so after the recent successes as well. So more and more to come. Yeah. And again, congratulations so much on your success. So you mentioned that this project that was born and lives out of the customer team that you do touch upon other teams also to come with inputs and they get, you know, inspired and they want to participate. But on the flip side, what internal teams at Templify do you think benefits the most from doing this project? Does it have any, you know, circle effect where it touches upon other teams, or is it more, you know, within the customer team that it's a way for you guys to develop those relationships? It's a really good question because at the start, it was just designed to save customer success managers time, right? We do the same trainings over and over again. We host a webinar. So we only have to do one and the team saves time. Over the course of this though, what we've noticed is obviously the knock-on effect to sales, which is we've talked about in the session, but also during the webinars, customers are voicing directly to us. And customers that, you know, ask and they start talking in the chat, which is great for product feedback as well. So, you know, as the product team will then, you know, have the names of people we always ask in our speaker chat, is anyone, you know, can we reach out to you to dive more into your feedback and start to get ideas of where we can take the product or learn more about the feedback that they have? So the definitely the product team have benefited a lot from that as well. I really appreciate you bringing the product team into the conversation because I think sometimes it gets a little bit lost. And these types of conversations, because from a marketing perspective, where I stand, you know, I could tell you that having your clients be satisfied with their customer team and their, you know, client relationship is massive. And it also has a huge impact on how potential new clients view you as a brand and how that trust is built to Templify and then the market or other companies as well. However, there's so much product feedback that you can get from working closely with your customers. So, again, congratulations on really developing a holistic strategy that benefits multiple teams at Templify. Very well done. Thank you. And I think final word from me as well is that the actual, the system. And again, I'm not trying to sell 23. We're already friends. It's just that it's such an easy platform to use from planning the webinars all the way. You know, having the emails go out on the right times to execute in the webinar. And I think, again, the support that we get anytime we have any issues or because, you know, it's a complex process for someone. It's not a marketer, as I've mentioned. Well, I probably am now, actually. But somebody that wasn't back in the day to know best practices and the support team at 23 just helped us so much. So, you know, a lot of what we've done and achieved has been down to the support we've got from you. So it's a big thank you from me on that as well. I appreciate that a lot. Thank you very much. No, I think it goes to inspiration for the participants that video is one of those mediums that seem very daunting. If you're not used to it, hosting your first webinar, being live in front of a digital audience is a very different feeling than a physical audience. But once you get started, one webinar, one video at a time, it does become easier to scale and it does become a little bit second nature. But thank you, John, so much for joining us and tuning in from the UK. I'm sure the participants have really appreciated how you have helped Templify transform these customer touchpoints into webinar and video. So thank you so much for sharing your experience and your learnings with us. And we'll talk soon. Thank you for having me. Thank you, everyone. Super. Now we will take a little trip across Europe. We have a team located in. Germany. And I'm curious to see if they are with us because we love to be out in the market. We love to get to know our customers. Hi, Nicholas. Great to see you. How are you doing? Doing well. Thank you. How are you? Super. We're good. We are wrapping up video days. We are coming to the end of our last session. And I cannot believe how quickly the time has gone. Can you please tell us where you're at? Yes. We are in Germany visiting one of our great customers, Wirt, a global leader in supplying and distributing products like fastening tools and all things for construction. So we're on site doing a go-live celebration as part of our onboarding process and thinking about the next steps, the next six months. What we can do to further video enable Wirt. And we're also here. If you can see the whole team behind me. Hi. And we're watching the video days on screen here. Oh my God. It's me. We're all tuned in. Yeah, it's you. That's so exciting to hear. So you work very closely with your clients in all of the stages of the onboarding. How has the onboarding been? How has the energy level been today? Because this is your day one out of day two, if I'm correct? Yeah, it's a bit of a mixed bag here. So we've been working on the video side of things. So we're kind of wrapping that up and celebrating the accomplishments we've done with that in terms of designing the video section and integrating with some special things internally here at Wirt. And the day two here, which will start tomorrow morning, will be all focused on webinars. So we're kind of touching base on both video side of things and webinar. That sounds great. Well, enjoy the rest of your time with the lovely Wirt team. I hope you guys have enjoyed and gotten some learnings and golden nuggets from some of the sessions during video days and continue to have a good trip. Thank you guys for checking in. Thanks so much. Thank you. Bye bye. Bye. Bye. Exciting. Jo, I think we can leave the Wirt team to continue with their onboarding. Thank you very much. As part of 23's core DNA to interact closely with the market and build those close customer relationships. Jon is doing it through video and webinars in the customer journey. doing it combined with physical touch points, physical meetings, as well as video and webinar touch points. We are rounding off to an end of video days. And I know I've mentioned it a couple times, but I am still surprised at how quickly these two days have flown by. However, I have not forgotten that we launched a little toolkit competition at the beginning of day one. And I do have my colleague with me to give you guys a little bit of a sneak peek, actually a full reveal of what the lucky winner is going to be taking home in their video toolkit. So please give a digital applause and welcome my colleague Vilma to the screen. Hello, I've come bearing gifts. I'm gonna just walk you through what we actually have in this toolkit. Maybe you can be my little guest. I'll be your assistant here. Yes. It's nice to know what's in the box before you receive it, right? So first off, we have some posters, one of them, super nice, you can put on the door wall, wherever just to give a heads up that you're having, you're recording something, you don't want to be disturbed by your colleagues. So super nice. The other ones are six fundamentals of video poster. Super nice. Great to have those fundamentals on the wall easily available, if you need a little reminder. Right, right. What's next. Then we also have state of webinars report. And now you also got the talk from Stefan about the state of video. So that would also soon be printed out. And then that toolbox. So super nice. What else do we have? toolkits, they always contain the latest report. Is that correct? Exactly. So as soon as we have the state of video, I'm going to put it in that one and ship it off to you guys. And for everyone who wasn't part of the state of video session, the digital report will be launching on Monday, free to download and also be available in a physical version in our video toolkits. Yes, exactly. What else do you have for us? I have a lot of things here. Everyone wants to be prepared when they're going to shoot a video webinar, whatever you're doing online, you need to be prepared. And we've got the tools here for you. You can sketch. It's not, I mean, some people like to have it like down on paper, something physical, not only like starting directly in the digital tool that you're using. So we have a personal video sketchbook. Ooh, I like that one. We have a storyboard. Wow. And a webinar planner. And this way you can sketch out your webinar plan, your content, you can make some inspiration for your videos that you're going to be making. And also, when she wanted to outline her presentation, and transform it from something she usually does physically to a digital version, she also used your personal sketchbook to help outline the sessions of how she wanted her presentation to go. So this one. Yes, the little one. But I can see that we have something else in here that we usually don't put in the toolkits. What does the note reveal? It is the winner. You have the winner. I have the winner. Exciting. Okay. And you have seen this name in the chat. Yes, I have. I'm not surprised that it's this person. And we're super happy that you've been so engaged. It makes the experience so much better for us and for everyone else. So the winner is Daividas. Yay! A virtual applause to Daividas for being the lucky winner of our video toolkit. Congratulations, Daividas. You have exceeded our expectations over the two days. Your engagement score has come out on top, and you are the lucky winner of the video toolkits for yourself. And I hear we can ship more than one toolkit to his team members. That's right. That's right. Maybe I'll just write this down. I'll write my email to you and get in touch with you. And then we can see. You can order how many you want because you deserve it. You have done a great job. And remember, we can ship it to you anywhere you are in the world. So we'll reach out to you when this session is over and make sure you receive your video toolkit. Thank you so much, Vilma. Thank you. Thank you. Thank you. We have had an amazing couple of days with great speakers, great sessions. Your energy has been absolutely phenomenal. And I am so happy that I was able to spend these two days with all of you. Remember, if you are curious to learn more about the sessions that we have had, either how you can make video the now, how to explore the shift to video. If you want to make your customer touchpoints video. If you are curious about numbers, trends and analytics surrounding video, please feel free to access the content on demand. It will be available right after this. Please feel free to share with your colleagues, co-workers, peers, anyone who you think could benefit from this. We also want to remind you that if you enjoyed Video Days, we will also have webinar days on November 27th and 28th, as well as Video Agency Day on October 14th. So remember to put a little X in your calendar and look out for these events. It's been a pleasure being your host and I cannot wait to see you again for Video Days 2025 until then, I'll see you soon. 1 Thank you. Thank you.