Case Study - Customer Onboarding at Revfluence
James Francis | August 20, 2018
Based in San Francisco, Revfluence is a rapidly growing influencer marketing platform. Their software allows brands to discover, communicate, negotiate, and analyze sponsored campaigns with over 700,000 social media influencers.
In the past, marketers had to keep complex spreadsheets documenting every detail of their influencer outreach and manage dozens (or hundreds) of separate conversations. With Revfluence, this entire process is aggregated and streamlined. One customer put it simply: “Revfluence is the perfect platform for marketers who value efficiency.”
But could they walk the talk?
Revfluence’s product delivers simplified communication and organization. Their customer success team, therefore, needed to introduce the product to clients in a similar manner during the onboarding process and when announcing new features.
Too often, however, the customer success team found themselves having to piece together many different screenshots paired with lots of text. This was a cumbersome process that often left customers confused and in need of clarification, which wasted time for both sides.
Revfluence + Screencastify: a perfect match.
Nina Wilkinson, Director of Customer Success at Revfluence, discovered Screencastify after a recommendation from a colleague at her former company. She decided to make the switch from screenshot to screencast.
Nina began recording concise tutorial videos demonstrating the Revfluence platform and new features for customers. She quickly found this process to be so much easier and more effective that she had the rest of her team get on board and start using Screencastify.
After the onboarding process became more video-centric, customer product knowledge and understanding improved significantly. As a result, Revfluence’s relationships with their customers started off on a stronger foot.
What’s more, employee productivity increased as they spent less time fumbling with screenshots and writing lengthy instructions. Now, Revfluence has a thorough library of screencasts that they can pull from and send to customers over and over again.
But it didn’t stop there.
Nina’s colleagues saw the effect that Screencastify had on the Customer Success team and found a handful of new ways to incorporate screencasts into their routines. Examples include:
- Responding to customer support tickets more effectively with screen videos instead of long, confusing emails
- Including animated GIFs into their email marketing, which has made their messaging more dynamic and led to higher engagement rates
- Recording bugs or UI/UX comments and sending them to the product team during the development and Q/A process
And they lived happily ever after...
Revfluence has successfully used Screencastify to make their clients happier, employees more productive, communication clearer, and messaging more effective.
Quite an impressive ROI for a $2/month tool, if we do say so ourselves .
To learn more about how businesses boost productivity with Screencastify, click here.