Loom for Customer Success Webinar (Live on 3.28.23)

All right, let's go ahead and get started. Hi everyone. Good morning to those of you in New Zealand. It must be bright and early over there.

Thank you everybody for dialing in from all over the world to join us for our Loom of her customer success webinar.

My name is Brittany and I'm one of Loom's customer success leaders. I have never been more excited for our webinar.

I am so excited to talk to you guys today about how you can start or keep using Loom in your CS role and some of the proven ways that Loom can help you to engage and retain your customers in a personalized yet incredibly scalable way.

We are thrilled with the turnout and interest for this topic today and we want to answer all of your questions live as we go along.

I have a couple of my fabulous colleagues on the call with us. Francesca, Sam and Hadley. They are going to be in the Q&A.

So if you have any questions for our Loom product experts, please feel free to put those comments in the Q&A.

Now you can also go ahead and crowdsource an answer from the webinar chat. If you want to hear from our fellow participants and Tessa who is the head of our CS department is going to be interacting with you guys in the webinar chat.

We're of course recording this session and we are going to be sharing a recording of this with you guys in a couple hours.

So in case you have to drop early or in case you want to share this with a colleague or friend, which we hope you do, we will have this in your inbox shortly today.

We know everybody is super busy and we are going to jam pack this 30 minute session with a ton of practical tips and tricks that you can start using right away in your role in customer success.

Now in customer success, we can wear many different hats in a given day. Sometimes we're strategically navigating an organization to uncover new teams, new relationships and new use cases.

Other times we're putting on our technical troubleshooting hat and providing product support. We are the face of our organization to our customers and it is our job to make sure our customers engage with us, adopt, love our product and ultimately renew.

Today we're going to talk about how you can do exactly that using a sync video. I'm not going to be just throwing some kind of fluffy stuff that you guys today.

Everything I'm going to be teaching you is rooted in research. These are proven techniques that work. So I want you guys to have the confidence and the inspiration to try using these tactics within your own, but I'm not going to be a strong skill.

We're going to dive into the benefits of using a sync video, some examples of looms at work with customers and our top tips and tricks.

Here are some of the measurable benefits that our CS customers see when using loom. First, when used during onboarding, you can ramp up your customers 40% faster.

Few moments in the customer journey are more important than the onboarding period. I'm going to share some great examples with you guys today.

Some changes. We have made to our own onboarding process over this past year and the incredible benefits we have seen as a result.

Next, to increase connections. Our research shows that by using loom, you can increase your connections by 13X. This is huge when navigating an organization and multi threading your way to wall to wall usage.

That's the dream. Loom is amazing for providing account support. This can sometimes be one of the least glamorous parts of the CS role, but so important.

With async video, you can resolve technical or product issues 30% faster and eliminate a lot of frustration and unnecessary back and forth and misunderstanding.

At loom, we have a process for running five minute async business reviews. I can't wait to show you guys what those look like.

I'm going to teach you how you can reduce the dreaded prep time for an EBR by 66%. I'm going to start by meeting loom and I'm going to go ahead and launch a quick poll on your screen.

You're going to see this pop up. We'll take about 30 seconds here. Please let us know how familiar are you with loom.

Whether you are a brand new user or you are a loom pro. I promise you are all in the right spot today.

My new users. I'm excited to introduce you to a couple examples. So you can see loom really in context and how you would use this in your own role and customer success.

And my loom pros. I am here to inspire you to start using loom for a new use case that you haven't tried yet.

So at the end of our session today, I will give you guys a link to register for that. So it looks like about 60% of you guys are using loom all of the time.

A couple of you guys are brand new. Thank you for being here. If you guys any of you new users pros, if you have some kind of aha moment today as we're on this webinar something you hadn't thought of using loom for before and you're excited to try.

Can you let us know in the chat. I would love to hear from you guys. Let's spend just a couple of minutes talking about what loom is and why it is so impactful to use with customers.

When I first saw this quadrant and our offsite last year, I said, I am going to use this every time I'm trying to explain to somebody what loom is and how to use it.

Now, loom is not aiming to replace all of these other forms of communication. Of course, we're still going to be emailing customers having live zoom calls and using chat apps like Slack.

But our research shows that using loom can actually make you 65% more effective with these existing tools. You can embed a loom into an email, for example.

Did you know that if you embed a loom in an email, you can increase your click through rate by 300%.

There is so much value in video and I highly encourage you to start using it to bolster these other forms of communication.

And we'll talk about exactly how to do that today. At a high level, here is how loom works. Step one, you're going to hit record.

The quintessential loom is a recording of anything visual going on on your screen and your camera bubble. You're then going to be able to edit your loom and do things such as stitch multiple clips together at a link for a call to action button.

And you're going to be able to then share this rapidly. Something that is unique to loom is the second you hit stop recording.

Your loom is instantly rendered and available to share. There's none of this dreaded waiting time like if you're recording something in a zoom meeting.

You can surface and share your loom anywhere where your conversations with your customers are already taking place embedded in an email embedded in an outreach campaign, share it in a text or a Slack in your help center anywhere that you can share a video.

Loom is great for connecting with people, which is really important when we're trying to build connections with our customers and grow relationships.

It's a delightful experience to receive a loom. Your customer can watch this on their own time. They can increase the playback speed and they can add any emoji of their choosing or add a time stamped comment or question in context.

Loom is awesome for creating reusable scalable content. All of a sudden by recording something rather than putting it into email.

Let's say a customer asks me a question. Hey, what's the way that I can get more people to view my looms rather than just sending a one off email response.

I'm going to record a loom for it. And you know what? The next time I get that question, I have this really awesome recorded answer and I can use it again and again.

Say it once. Share it twice. 2000 times. Here are some of our customers most common use cases for loom. You can see that these range from informal and single use like sharing a click update or intro to prepare an evergreen like a product demo or a sync onboarding.

We consider a loom to be evergreen if it is still receiving views five days after you recorded and in fact about 95% of our customers are using loom in this way.

Now today we're going to be focusing on external use cases or ways you can use loom to communicate with your customers externally, but I do want to take just a minute here to call out some of the ways you can also use loom internally and customer success.

A count handoffs and a sick account handoff from sales to professional services to customer success to a renewal manager. Escalations up to your executives a bug report onboarding new hires great model calls or providing feedback maybe even sharing a wind story with the rest of your team.

Now that we're familiar with loom we're going to take a closer look at why a sync video is so effective for engaging and retaining customers.

I'm going to go ahead and watch our second poll on the screen and I want to hear from you all are you currently using loom in customer success are you using this with your customers.

Maybe you're using it all the time love to hear it perhaps you're using it on one of occasions maybe you're not using it at all.

Now, those of you in the chat who let us know that you're using this all the time or in the poll rather on or on one of occasions.

What are some of the benefits you've seen in using this with your customers are your customers loving it have they shared any feedback with you have you saved some time.

So it looks like the majority of you guys are using it on one of occasions so today I'll give you five more ways that you can use loom with your customers.

The long and short of it is consumers love videos videos dried engagement and enhance your customers experience they build brand awareness and advocacy because they are authentic and fun.

They help you create personal connections quickly and easily most of us probably know without even looking at statistics like these that video is the number one most engaging online content type videos are proven to work for engaging and retaining customers.

Did you know that customers are twice as likely to share video content with somebody else than any other sort of content.

This is hugely helpful when trying to create product champions and virality. So it makes sense that the majority of people 72% prefer to get to know a product or service via video, especially when those videos are short, sweet and entertaining and executives tend to agree.

Now I want to take a minute here to talk about this particular stat. Now this says 59% of executives agree that if they were presented with both a text or a video option on the same topic they would prefer the video.

Now this stat is a little lower and the reason here is you do definitely need to meet live with executives that is not going anywhere.

But what I'm going to teach you today is how to make the best use of the live time that you have and what you can move a sink versus what you can do live.

So we'll spend some time talking about that and the framework for how to think about that moving forward. Who is ready to get started using loom in their customer successful.

Let's get started with five ways. Onboarding new customers, building connections, providing best in class account support, a great way to present a business review and during the renewal cycle.

Let's take a closer look at each of these and the practical ways you can adopt these use cases on your CST.

Onboarding is my personal favorite part of customer success in general. And onboarding is the make or break component of the user experience that teaches people how to use your product while showing them the value upfront.

Really important that we capture their attention right from the beginning. Many companies, though, struggle with user retention. Let me know if this rings true for any of you guys.

Hi, numbers of new customers and users sign up, but after spending only a short period of time in the product, they leave and don't return.

This early turn, especially within a user's first few interactions, is often due to an uncompelling, confusing or inadequate onboarding experience.

If you are working to improve your attention rates and want to create an onboarding experience that gets your users to stick around try using Loom.

Remember that 72% of people would prefer to get to know your product or service if you have video. Let's give the people what they want.

I mentioned that evergreen looms are those that can be reused over and over again. So that's something you want to start thinking about using so that your training can scale.

On the next slide, I'm going to show you a real example of how we at Loom have been able to start ramping up our new customers 40% faster.

Here is how we did it. We asked ourselves a question, could this be a Loom instead. Here is how you do it.

You lay out all the steps of your onboarding all the touch points you have and your wish list of if I could have all of these people join all of these live calls.

Everything would be great. For human land onboarding, where you're traditionally organizing a series of calls and training sessions, I want you to conduct an audit similar to this and then ask the question, could any of these be a Loom instead?

Are any of these kind of low hanging fruit? Well, we can't always completely replace the meeting. What we can do is make the most use of our live time together by sending a prewatch or a technical explainer video ahead of our live call.

Reserve the live time you have together to build relationships, communicate value and answer any questions that your customers have. Let them do the talking ahead of our first call together, our joint success planning call.

What we do is send an intro and a prewatch. This is often the first time that our customer is meeting their CSM and seeing our face and hearing from us by communicating the agenda ahead of time in a video.

We've had a much more success getting the right people to each of these calls. Before we were doing that, we would set up this call and we would expect to have somebody there to talk about project management and communication and IT back end stuff.

But we weren't having much success getting the right people on the call, sending a prewatch has really helped us to fix that.

For your scaled book of business or customers who are enrolled in a tech touch program, it's even more imperative that you have video in your onboarding and as it is a much better way to educate new users than with text alone.

So here is an example. When we conducted our onboarding on it, there was one activity that really stood out as a good fit to moving a sink and this was our admin onboarding or what I call the back end stuff.

So what we would previously do is have a set up a live call, let's say we set up a 60 minute live call within IT champion and one of two things would typically have it.

Tell me if this rings true for any of you guys either we get the wrong person on the call we're getting ready to talk to them about SSO and skid scheme and provisioning users and we actually have a functional leader on the call and there they are then stuck trying to relay this technical information

. To their IT team or we get an awesome IT champion on the call but they have a lot of technical questions for us that we and CS might not have all of the answers for.

And we said, you know what there's got to be a better way rather than having a live call and then sending a spreadsheet like this kind of looks like homework for your customer what we did is we pre recorded a couple of loops.

In this 24 minute loom it goes over every single setting on the back end of loom and walks your customer or your IT champion.

Through how to do this we can sure ensure that this gets into the right hands and then it's really easy for our customers to accomplish these steps.

This is saved us two to three hours per customer per onboarding and our IT admins really appreciate the ability to do this on their own time and skip the live meeting.

Use case number two increasing connections. When we're working within an account we often have a handful of teams who are early adopters and champions.

We love them they are using our product or service well and make our job easy. But it's our job in CS to continue uncovering new teams new champions new use cases and loom is really helpful for your multi threading effort.

Traditionally we might ask our current champion hey your sales team is doing awesome and loom. Could you connect me with an executive on your marketing team so we can discuss how this will be great for their department too.

But there's a better way with loom we can enable our champions to tell their story of success with our product and get this message in front of other teams without having to ask for the live time.

Loom promotes knowledge sharing at scale and virality. Remember your customers are twice as likely to share video than any other type of content.

So what we want to do is help them tell the story spread the word within their org it's going to make them look really good and it's going to help you to increase your connections.

We just ran an awesome experience experiment and key one called how I loom. Our hypothesis was that if we asked our power users to record a loom of how they use our product and share it out with other people at the organization we could increase our connections.

We started with a small sample size and we received 21 video responses. Those 21 videos received over 270 views. Let me play you an example of what one of our customers shared with her team.

I'll just put you a couple seconds. I use it pretty much daily basis just to send over quick videos on how to troubleshoot issues within my team internally or externally to customers sometimes that just need a little bit of guidance as to what they need to do on particular issue.

I also work across multiple time zones and so to making sure that we're not constantly saying. So even just watching a couple of seconds of that.

Can you see how is much more powerful to have your champion tell the story to their org. This is knowledge sharing that scales and a great way to make connections get eyes on your product and help other teams see the value of your product in a contacts that they understand and from a person that they

know and try. To make the same progress. Here is a tip. Did you know that if you share a loom that has a story in it, it is going to be 22 times more memorable than one that doesn't.

So how could we help our champions tell a story with a strong narrative to others at their organization. Here's how we did it.

We have something at loom called our change management guide and we have a sample communication schedule set out for our customers and we say, hey, you know how we could help your whole org to adopt loom.

Here are the times you should communicate out to your org and the things you might want to say. We want to make sure that our customers are communicating the value of our product rather than just the features.

So we don't bury the lead. We send a list like this of, hey, here's some great talking points and all of the value your teams can see.

Our champions really appreciate that we're making it easy for them to then tell a strong story and share this out with others at their organization.

Use case number three, providing account support and reaching resolutions faster. If your help center is a series of images and text articles, you can expect to receive a lot more tickets from your customers.

And since you're the main point of contact customer success, you can expect a lot of these customer questions or bug reports to come right to you often in the form of a lengthy email.

If you're lucky, it might even have a couple screenshots peppered in, but there is a much better way. At Loom, our support team is able to resolve issues 30% faster by using a sync video.

In previous years, if I received an email like that long email, lots of questions, maybe even some screenshots, I would be tempted to say, hey, can we just help out a screen share and take a look at this to knock this out quickly, but it's not necessary to meet live.

One thing that's been really helpful is to gently teach your customers that sending you a quick video of their inquiry or issue will allow you to respond much faster and more effectively.

Here's one way we have started encouraging our customers to work more asynchronously with us and they are loving it. This is our AsyncAskAnExpert program.

We ran an experiment in Q1 where we offered some of our customers an offer to meet live with a Loom product expert to ask any questions and have them answered.

And we asked another group to fill out a quick survey with their question and we said we would send them a custom coaching Loom in response.

Our AsyncOffering received twice the engagement that the live offering did. What's more, you're now creating reusable repeatable content. Depending on the question that you're addressing, you can try to keep your Loom generic so that the next time somebody asks you this question, you can send the same

Loom. And now it's an evergreen Loom. Let me show you an example. What am I customers reached out and said, hey, how can I increase the viewers on my Loom?

And here's an example of what I would send as a reply. So this is a question that I get quite often is, hey, I'm recording this great content.

How can I increase the likelihood that somebody is going to view it? So today I'm going to give you some of my top tips and tricks.

I had some great ones. Okay, the first suggestion that I have is recording your screen and your cam bubble. Now I mentioned, or you mentioned in your submit.

So I won't play the whole thing for you here, but you can see how I might get that question a lot from customers and I can share this out or I can even start sharing it out proactively during onboarding as part of a FAQ doc.

Hello, we are experts in many things as customer success professionals, even we have our limitations. These may be areas like super technical details, finance and billing matters or the ins and outs of integration.

We all have one area we tend to avoid really leading into the fact is we can't always be subject matter experts in everything or have all of the answers.

We all know the creative tactic of deflecting such questions on a call such as, let me look into that get back to you while we're frantically searching our help center on our other monitor or we send them a help article after the call.

This is time consuming and inefficient. Now in an ideal world, I'd be able to pull in an expert with me on every call.

If I know a potential executives where it could be SAS compliance and data security, for example, I'd want to bring in a colleague from risk and compliance to weigh in on those specific concerns.

But I know that team is time constrained and training isn't exactly part of their job. So what I have them do is record an evergreen loom.

This is something that can be reused rewatched resurfaced and I will stitch this into my loom. Remember in loom you can stitch multiple clips together.

So I will bring in an expert and I will either stitch this into a prewatch ahead of a meeting so I can avoid the question altogether or in a follow up loom.

You just gave us number four executive business reviews also known as quarterly business reviews. These are an effective tool for aligning with your customers on goals, success plans, usage and strategy, but they are often a huge lift.

Both to prep for and to get the right executives in the room and to commit their time to the average EBR takes two to three hours to prep work and 60 minutes to run.

I want to pose a question to you guys in the chat. What is snow in the chat? If you only had 20 minutes to conduct your EBR, what would you use the live time for?

What is the most important thing you need to meet live for? How can you make the best use of your executive's time?

Make a list of what's high priority for the live meeting and communicate everything else, async and alloom. A helpful way to think about this is what is a one-way dissemination of information?

Do I need to show this chart on a live meeting and talk about number of licenses that are being used?

Those are the types of things I want you to move async. Your executives are really going to appreciate this. It's a much easier way to get a quick call on the calendar.

This year, what we started doing is sending five-minute async loom business reviews, and our customers love them. We needed to find a way to get ROI front and center to our customers without having to schedule one-on-one time with stakeholders.

What's even better, the business reviews were shared multiple times across an org. Now we've gone to communicating with a couple of key people to having instant broader visibility.

Our business reviews are making their ways up to decision-makers, not just account admins. Remember, the theme is we want to make it easier for admins and champions to spread the word.

Tell a story. So keep it short and give them something they can readily share like a loom. I'm going to go ahead and run another poll, and I want to hear from you guys.

If you're on the receiving end of an EBR, and you get two asks, one is for a 60-minute live EBR, and one is a five-minute loom, followed by the ask to just meet for 15 or 20 minutes live.

Which one would you prefer? Okay, I'm going to go ahead and end this, and if you're looking for your aha moment on the webinar, here it is.

Only one person said they want the live EBR. Fair enough. Everybody's got their preferences, but we all heard it here from each other.

Your customers want to work in this way too. Okay, last use case we're going to talk about is using loom and renewals.

Now remember, using loom in customer success is all about being cognizant of your customer's time and priorities. It's an our best interest to streamline communication wherever we can.

This use case is similar to running a business review and that much of your communication during this time can be conducted a sync.

Reserve the live time for conversation, not a one way presenting of information. Our research shows that using loom in this way can reduce time consuming emailing back and forth by 85%.

We love to use loom to explain complex situations ahead of a renewal discussion. So your customer has time to prepare or bubble this up to somebody else as needed.

If you're discussing something like a price increase, come renewal time, show why visually. What is the value that your product or service is adding in this new contract here.

Pull up your product roadmap on the screen, give a sneak peek of new features that they haven't seen yet or communicate new services.

You can also use loom to nicely package everything up for your champion. Often our main point of contact who we're talking with throughout the year is not be decider.

They have to bubble this up to finance or to leadership. So let's make them look really good and make it easy for them to communicate the value of our product ROI, contact terms, pricing options, etc.

So how are we feeling everybody? Have I inspired you to try out using loom for these use cases? Let us know in the chat if you had any aha moments today.

Now I mentioned at the beginning of this webinar that we have a super fun loom on a one webinar every single week.

On that webinar we teach you every single feature in loom how to record, how to edit, how to share, how to increase viewership, our top tips and tricks.

So Tessa is going to go ahead and paste the link for our one on one webinars now. You could also access them at any time we're going to loom.com slash support.

We have a ton of new features that were just released and several more exciting features on the way. One in particular I'm really excited about is the loom powered by AI where AI is going to come in and really make your looms even more awesome.

It's going to suggest titles for you and add auto summaries and things like that. If anybody has to drop you are more than welcome to do so now.

I promise I'll send you this recording later. We are going to stay on the line for another five ten minutes just so we can go ahead and answer some more questions as you have them.