customer success

A New Use Case: Reply with Video

October 14, 2019October 14, 2019 Rob Richute

Over the summer, a customer approached me about setting up some OneMob licenses for their business partner. We jumped on a call to figure out specifics, i.e. who, what, when, where and most importantly….why. On this call, I discovered that the customer was hosting a series of events for their large partner. The goal was to educate their partner sellers on all their new offerings to help them sell more. The customer wanted a way to ensure the partner sellers retained key points from the trainings, so they decided to run a video pitch contest. After the event, the customer would have each partner seller do a short pitch on the new products and then judge the results. The winning video submissions would get showcased, awarded, etc. The partner loved the idea!

We loved it too! We initially thought we were going to have to get licenses for all the partner sellers, but we wanted to launch this relatively quickly with little to no setup. This new use case got us thinking creatively and ultimately had us leverage one of our great features you’ve probably never used (or knew about). Video Reply!

Often overlooked, every OneMob page you send includes a default reply button. The button allows your viewer to quickly reply to you directly from the OneMob page. The reply is then stored in OneMob and also emailed back to the sender to follow up. Well…that reply button can also facilitate a video reply, which means the viewer can quickly and effortlessly record or upload a video response. They do not even need to be a OneMob user!

As soon as I reminded the customer about that video reply button and its ability to collect video responses, the light bulbs went off! As a result, they sent a OneMob to the partner sellers who attended the event and asked them to reply with their video. The customer received over 40 video replies and rewarded 6 contest winners for their pitches. More importantly, the customer knows the partner sellers are better equipped to sell the new offerings which will results in more business for all parties. And OneMob learned about a new (and easy to deploy) use case that we recommend to all companies who want their partners (and employees) pitching the right stuff. It was a true win-win-win.

Try out OneMob’s reply button! Send me a video reply using this page: https://onemob.com/p/fDNgGhXioQDWzX897KictA

Do you have a creative way that you use (or are going to start using) the OneMob reply button? Comment below.

OneMob’s Spring Sponsorships

February 26, 2016February 26, 2016 Sati Hillyer

At OneMob we’re eagerly awaiting the arrival of Spring. It’s our favorite season, because flowers aren’t the only thing that bloom. It’s a peak time for new ideas, partnerships and opportunities to blossom during the year. Events are a great opportunity for this, where we love to share the power of video messaging with Customer Success and Sales professionals in person, across the countru. Which is why we’re excited to start the season with some exciting events this March.

We’ll be at the Totango Customer Success Summit, right here in San Francisco on March 21 & 22. Soon after, we’ll be making the way to the Windy City for Salesforce World Tour Chicago on March 24.

So if you’re in either city this March, and want to learn more about how video messaging can impact your outreach, visit us. Or, contact us at hello@onemob.com.

3 Ways to Better Engage, Right On the Page

January 25, 2016February 9, 2016 Sati Hillyer

Last year, we gave you all our best practices for creating and using video, which became an essential part of digital marketing in 2015. But we know that 2016 isn’t the year to start using video in your outreach- it’s the year to start engaging with and measuring its impact. Whether they be personal recordings or high quality productions doesn’t matter, since v ideo is already the most engaging form of content. What matters is how your viewers interact with your videos, beyond just a watch.

In the past, we’ve looked to views and watches to determine a video’s success. However, number of views is becoming more of an irrelevant metric, since watches don’t truly help you gauge the level of a viewer’s interest. What you need to know is if your videos are generating responses. Does your audience follow your call to action, register for your event or download a piece of content, and more importantly, have you given them the means to easily do so? That’s why we’ve created Engagement Pages, or customizable landing pages to host not your videos, but your other digital content. By combining multiple digital components onto one page, you not only create a viewing experience unique to you/your brand, but an interactive one as well that furthers interest and inspires action. So here are 3 parts of the OneMob player page that will help turn your watches into meaningful responses.

1) Response Form:

Tried and true, the response form is your viewers’ direct line to you. Whether you’re trying to set up a meeting or gather feedback, our form makes it easy to get the responses the you’re looking for. Your viewers can reply back with their own written or video message, and a date and time that’s convenient for them to meet. This ability to directly reply right on the page starts the conversation off, right away. Talk about efficiency. Here are a few examples:
- Recruiter asking a hiring candidate to create an introduction video
- Real estate agent booking appointments with interested buyers
- Sales person getting a first meeting/call

Click the page to hear how OneMob Customer Success Lead, Kyle, begins account activation.

2) Iframe:

If a direct response isn’t what you’re looking for, there are more ways to engage. With our new Iframe, you can replace the response form with any additional content of your choosing. Whatever you include, just having that side by side view of your video and supplemental content creates a more interactive experience for your viewer. Amp up your custom pages with:
- Informational content, such as one sheeters or articles
- Downloadable applications, contracts & proposals
- External web pages or links to support articles
- Interactive maps or virtual tours

See how this agent provides a 3D home tour to go with her own listing video.

3) Custom Button:

By adding a supplemental button below your video, you can direct viewers to whatever that next step may be. Label your custom button with proven CTA’s:
- Download the latest case study, report or whitepaper
- Sign up to see a demo or start a free trial
- Read more or get the latest news from a featured article
- Visit your website’s homepage to learn more

Here’s an support video that provides instructions and a link to live assistance.

We know that video should inspire and attract viewers to go beyond a watch. That’s why we’ve built all these features to inspire not only more views, but more actions. And to help you measure the results of your efforts, OneMob brings you the analytics to prove it, with not only the number of watches, but the viewer information, shares, clicks, replies, etc. By giving you both more opportunities to engage and greater insights, OneMob shows you how your digital content is performing and making your profitable.

Watch Me OneMob – Pt. 2, Customer Success

December 2, 2015December 2, 2015 Sati Hillyer

You learned how to engage and win over prospects in Part 1 of Watch Me OneMob, but don’t let the ball stop there. In the second part of our series, learn how video messaging can help you engage, educate and keep customers coming back for more; over and over again.

Guiding the Purchase Path

Kick off the trial period on a strong note.

Welcome new trial participants: Make the next phase of the experience just as sincere as the first by continuing the warmth and support.
Schedule activation and/or training: Get them excited by hyping up the kickoff and training dates.
Offer your support: Let them know you’re there for them to address any questions or concerns.
Gather feedback: Don’t just tell, but show that their opinion matters to you.

Making the Transition

Guide them through the early stages to ensure they’re successful.

Handoff from the Account Executive: Seamlessly introduce the next character in the relationship, the Customer Success Manager.
Outline upcoming support: Rather than sending over bulleted lists, quickly describe your support plan.
Answer support issues: Provide a clear explanation to any questions and show that you’re there for them every step of the way.
Provide training: Give them the guidance they need to get started and be successful.
Show new or underutilized features: Help customers make the most of your product to ensure they get maximum results.

Carrying the Relationship

Lead into the renewal period and reduce chances of churn.

Survey to assess NPS (Net Promoter Score): Ask customers what worked and what didn’t. They’ll be more likely to reply back when they can see that you really care.
Engage before the renewal: Make sure satisfaction is high and address any outstanding concerns.
Share success stories: Show them ways other customers use your product to solve similar issues.
Product training videos: Provide tutorials and how-to’s to keep customers educated and up to speed.

OneMob to Sponsor Gainsight Pulse Europe

October 9, 2015October 14, 2015 Sati Hillyer

This October, we’ll be making our way across the pond for Pulse Europe, Gainsight‘s premier customer success conference. Held just this past May at San Francisco historic Pier 48, Pulse is making it’s way across the pond in its first ever European appearance.

OneMob is proud to be a sponsor at this landmark event, where the global customer success community will come together to share best practices, network with their peers and celebrate all matters related to optimizing customer relationships.

The event will feature dynamic keynote speeches and panel discussions from industry leaders at Influitive, Box, Gainsight and more. A number of great sessions will also be offered, centered around the themes of introduction, innovation and success.

We’re excited to be a part of this day of content, connections and community. To learn more about Pulse Europe or register for the event, visit here.