How to Rally Around the Customer and Skyrocket Growth with Slack and Autopilot
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The document outlines a webinar focused on the integration of customer-centric marketing automation with team communication tools like Slack and Autopilot. It highlights the benefits of satisfied customers for organic growth and presents solutions for improving team collaboration and response times to customer inquiries. Key takeaways stress the importance of transparency and alignment in teams to improve the customer journey and drive satisfaction.
How to Rally Around the Customer and Skyrocket Growth with Slack and Autopilot
- 1. 1 How to Rally Around the Customer and Skyrocket Growth with Slack + Autopilot WEBINAR LIFTS OFF AT 11AM PDT
- 3. 3 TODAY’S SPEAKERS Brad Morris Director of Marketing, Slack @cbradmorris #slackonautopilot Guy Marion CMO, Autopilot @guy_marion Wendy Schuchart Analyst, VentureBeat @wendyschuchart Michael Sharkey CEO and Co-founder, Autopilot @michaelsharkey
- 4. ABOUT AUTOPILOT Multi-channel marketing automation software Automate your email, sms, direct mail or CRM touchpoints throughout the customer journey
- 5. ABOUT SLACK Slack is a platform for team communication: everything in one place, instantly searchable, available wherever you go. #slackonautopilot
- 6. 6 • The magic formula: marketing automation + team communication • Examples: new signup, user behavior tracking, NPS • Q&A AGENDA #slackonautopilot
- 7. 7 WHAT DOES MARKETING AUTOMATION HAVE TO DO WITH TEAM COMMUNICATION?
- 8. 8 THE VALUE OF SATISFIED CUSTOMERS #slackonautopilot Satisfied customers = word-of-mouth referrals high organic growth rates loyal raving fans long-term financial success satisfied employees
- 9. 9 MARKETING IS NOW MORE CUSTOMER FOCUSED #slackonautopilot Attract Educate ConvertGrow Delight I need to schedule social media for my company. What are the best tools out there? How can i make this work for my startup budget? How can I improve my performance? Why aren’t all my friends using this?
- 10. 10 BUT THIS IS A HUGE CHALLENGE FOR COMPANIES #slackonautopilot Siloed perspectives, disjointed handoffs between tools and teams result in delayed response times Sally fills in a contact form about a product bug. An email notification is sent to John on the marketing team. John sees the email and forwards the message to the support team. A support ticket is created. 3 Hours Later Sally finally hears back and tweets about her ho hum experience. Support team creates a JIRA ticket to resolve the bug.
- 11. 11 HOW DO YOU CREATE SATISFIED CUSTOMERS? #slackonautopilot Relevancy Immediacy (Initial Response Time) Days Minutes Informed Data (+) Collaboration (+) Uninformed Data (-) Collaboration (-) Quick & helpful. Best. Company. Ever. Fast, but they didn’t answer my question… Do they even have a support team? Someone replied, but it took forever…
- 12. 12 CUE MARKETING AUTOMATION + TEAM NOTIFICATION SYSTEM #slackonautopilot Better team transparency, collaboration & alignment Sally fills in a contact form about a product bug. Autopilot automatically sends a notification to the marketing team Slack channel. Appropriate team members are tagged in Slack. The Support team collaborates with the Dev team and helps the customer immediately. Sally tweets about her awesome experience.
- 13. 13 CHANNELS Events CRM API DATA Forms + Web Email SMS Mail CRM Control Booth Marketing Journeys Customer Facing PUSH INTERESTING MOMENTS TO CHANNELS, AUTOMATICALLY #slackonautopilot
- 14. 14 EXAMPLE: URGENT REQUEST GETS A FAST, RELEVANT RESPONSE
- 15. 15 COLLABORATE AND RESPOND QUICKLY TO URGENT REQUESTS #slackonautopilot Form submitted. Autopilot journey is triggered. Rep reaches out to customer directly armed with relevant communication sourced from the form filled out 5 min earlier. Rep gets the ok from Product and Partnership teams. Channel is alerted in Slack. Sales rep sees they are looking for a quick integration.
- 17. 17 WHAT IT LOOKS LIKE IN SLACK #slackonautopilot Tag entire channel or individuals Slack emojis All form fields are mapped Contact link to view in product
- 18. 18 EXAMPLE: PROACTIVELY SUPPORT CUSTOMERS BASED ON KEY BEHAVIORS
- 19. 19 TRACK KEY BEHAVIORS AS THEY HAPPEN #slackonautopilot • Positive or negative events pushed into Slack • Finger on the pulse to spot bugs and respond proactively • Searchable record to review later
- 20. 20 GROW PRODUCT ADOPTION WITH BEHAVIOR BASED JOURNEYS #slackonautopilot
- 22. 22 WHAT IS NET PROMOTER SCORE (NPS)? #slackonautopilot The Net Promoter Score measures the willingness of customers to recommend a company’s products or services to others. It gauges the customer’s overall satisfaction and loyalty to the brand.
- 24. 24 RESULTS OF NPS #slackonautopilot Net Promoter Score accounts for 20% to 60% of a company’s organic growth rate. On average, the leader in an industry has a Net Promoter Score more than double of its competitors. Source: Bain and Co.
- 26. 26 INFINITE USE CASES #slackonautopilot Marketers Keep tabs on performance, link to analytics dashboards automatically, and share through Slack channels Sales Call out sales reps after a lead is assigned to them by adding the “@ salespeople” name in a chat Product Managers Focus on user adoption and product engagement by tracking important in-app events as they happen in aggregate Managers Create searchable repositories for collaboration around customer needs that are permanently stored Executives Chime in to team members or events to push specific initiatives, naturally throttling urgency on assignments Team Celebrate new customer wins and company milestones in real-time
- 27. 27 TAKEAWAYS • Happy customers = happy employees, more online chatter, more word of mouth growth • Autopilot + Slack brings together the orchestra and the control booth to drown out the noise and be more relevant in how you engage internally and externally #slackonautopilot • The transparent nature of Slack allows you to rally around your customers as events occur, creating a better customer journey and a rich searchable history of your interactions • Team transparency, collaboration and alignment can now be achieved by anyone, not just the enterprise