Your website visitors can choose to chat with you, or you can actively engage them with chat invitations. An example for Appointment Reminder is “Have us hire a voice actress to narrate a custom message for you, as opposed to having you record it or having a computer narrate it.” This delights people – I should do more of it. We were having dinner with our mutual friend one night and, after hearing the one sentence description of what Appointment Reminder does, she immediately said “That would be perfect for my dentist because… Luckily, I don’t need a team of hundreds of them, I just needed one to get started. You just define a few heuristics that suggest someone is having a not-terribly-successful experience with the trial, make a saved search for trials meeting that heuristic in the CRM, and tell the CS team that when they start work for the day they should look to see if that saved search returns any results and, if so, reach out and help the customer. For example, if the CS team comes up with the idea one day “Hey, I bet folks are a lot more likely to succeed if they have caller ID enabled”, then they can get a list of everyone who doesn’t have caller ID enabled and start sending emails through the magic of copy and paste.
We do have one relevant distinction, though: publicly available plans (the ones on our pricing page) versus custom plans. That includes everything from (at the moment) a single doctor with 100 appointments a month (our publicly available plans don’t include HIPAA compliance, which they need) up to “we’re a state’s parole system – what would it cost to send every felon in the state a reminder to check in with their parole officer twice a month? They’re now at a defined stage: Quote Outstanding, and that makes it clear to me what I have to do this week in regards to them (get in touch and ask if they’re ready to move forward yet), and it makes it really clear that I shouldn’t be mentally scoring them as “We’re almost certain to get a check from them” yet. We’re open to changing this for particular customers, and it will probably change over time, but just the discipline of committing the happy path to paper means that I shouldn’t be scratching my head anymore about where Happy Teeth Dental is in the pipeline.
For publicly available plans, we’re just doing bog-standard concierge onboarding and reach out. We score trials (in code, on our end, using a very simple heuristic which takes a 5 line case statement) and assign confidence level for whether we’re likely to win that account at the end of the month or not. As soon as the ink is dry on the contract, they’re officially a customer, and we start doing an appropriate level of onboarding work, which ranges from emailing them their login details up to more meetings to discuss enterprise integration. 1. Ask someone with a new free trial, if they’re at a plan level where the economics make sense, whether they’d prefer to save themselves some work by having us handle setup for them. I resisted bringing in help for enterprise sales because of shadow objections like “I can’t have someone negotiate contractual terms” or “I’m the only person qualified to make a decision on whether an integration is viable as an engineering matter.” Now that the process is in stages, I’m not a blocker to some of the key ones.
I went back over my notes for the last few years, figured out which of our enterprise sales processes seemed to work out with the least stress for me and the least amount of “Why kind of crazy request is that? I’ve always waited too long to ask for help with things – I answered all BCC support email for 8 years (six years too long) and considered myself indispensable for doing AR sales until quite recently. I used to have nothing other than an untutored suspicion “How are we doing right now? Trucks are also workhorses, hauling cargo overland and doing dirty jobs on construction sites. MiGente has a points system: You earn points by doing certain things at the site, and you can redeem your points to add more site features. I happened to run into a friend of a friend who felt comfortable talking on the phone (she previously ran a business which required lots of that), was reasonably software savvy, and had already had the experience of doing customer success style work for a software company.