Interview with Support and Services Manager Craig Stoss
Over the last couple years, Vidyard has become the go-to video marketing platform for businesses, standing out among their competitors. With the goal of bringing video to everyone, Vidyard makes it really easy to create and use videos as well as understand key viewer analytics.
From its inception, Vidyard has experienced rapid adoption and significant growth – starting from a team of 3 in 2011 to an office of over 150 today. But growing comes with its challenges. Customer success and support has become a focus for the company.
“As we grow, our goal is to create a consistent experience for every customer across our organization. We also want to make sure it’s the best experience.”
The project, lead by Craig Stoss of the Success and Support team, was to develop and distribute a customer survey to discover what Vidyard is doing well and where they are lacking.
“We wanted to get a really solid baseline, because this is the first time Vidyard has done something like this on the Success and Support team.”
Survey questions touched upon all aspects of the lifecycle: (1) How was the sales process? (2) How was the onboarding? (3) Have you ever contacted support? (4) How do you like the product? (5) How likely are you to recommend Vidyard to a colleague, etc.
“We used Blitzen because it’s a powerful tool that allowed us to customize the process from start to finish. We uploaded our own CSS so the design fit our branding. We used hidden fields to capture key information such as respondents’ emails. And finally, we exported the data to Google Sheets in real time so we could calculate analytics. The survey was automatically mobile friendly, and ran without issue.”
The survey was sent to around 1000 Vidyard customers, getting a response rate of 9.2% (above the industry average, especially for longer surveys). What was even more impressive is that 55% of participants left written feedback.
“The response rate was incredible, the feedback was overwhelmingly positive, and our Net Promoter Score was exceptional. We are very happy with the results.”
In the short term, the Support and Services team plans to reach out to clients that expressed concerns to clarify and work towards resolution. In the future, insights gathered from this survey will guide process and policy changes as well as the growth of the company into new markets in Europe and Asia.
“By knowing what it takes to make customers happy, Vidyard is growing its business and enhancing our customer satisfaction.”
In the future, Vidyard hopes to run the survey on a more regular basis in order to continue getting customer insights and continually improving their customers’ experiences.
“The power of Blitzen will allow us to stay in touch with our customers’ needs and concerns in order to deliver a world class customer experience.”