Chatdesk

“We use our own platform to do that, so for example, we do automatic tagging, so we know, ok, the company has 10,000 tickets, because we're connected to their Zendesk, or they're gorgeous, and we know that we're only doing 10,005 thousand of those tickets, what…”

“So we have a network of around 25,000 people who work on our platform who are basically validating all these messages before we send them out.”

“When there's a new champion, like a new head of customer service, that's an opportunity to upsell. Because we can reposition it, re-explain it. The new person doesn't even know what we were doing before. So we can say, oh, actually, yeah, we were about to star…”

“So, because when there's this seasonality, that's when budget gets unlocked. That's when approvals are done. Oh, we need to get ready for the season. So we need all these tools and all these software. It's much easier to upsell in those times. If there's a new…”

“Our prices are lower than all our competitors, generally, but we still try to price higher than we need to, so that we can discount, because people love discounts.”

“It's really, so we don't mind getting a customer, and we know that our pilot-to-paid conversion rate is 80%, so if they have a successful pilot, like, they're gonna be a paying customer, and if they're a paying customer, we're gonna upsell them.”

“Even if we've only been negotiating and contracted on one of the solutions, we want to pre-contract ahead of time for all the other solutions, so that there's no future negotiation, and it's also a way to educate the customer.”

“We don't charge for integrations because we know the volume is where we make the money, so we want as many integrations as possible, like, add everything, you know, and we'll figure out how to monetize it later.”

“Even if it's a person, a human doing it, the client doesn't know, and they don't care. They just want it solved. And that's a way for you to quickly upsell and, like, continue to grow those budgets.”

“One example is a client that, one of our largest clients, we did automatic tagging for them, so they, we ingest all their customer service tickets and they get this dashboard. And so they ask, can you put the tags back into Zendesk? I said, sure. How much are …”

“The final thing is, people will tell you to solve all these things, But only solve the ones that they have budget for. Because I made all these mistakes where we said, oh, if we build this feature, then they'll buy, and they didn't buy. No. Pay me first. Sign …”

“In these current economic times, everyone's looking at their budgets, they're slashing, they're cutting their vendors, so the more solutions, the more footprint you have an organization with more solutions, the harder you are to kill, basically.”

“Because every person, when they're buying enterprise software, they're trying to get promoted, they're trying to spend more time with their family.”

“Around 10% of the calls deflect over which is helpful to you as a caller, because then you can go to those other channels, and it reduces cost for the company by up to 80%.”

“And I'm going to talk about how we grew our annual revenue by three times in one year this past year through upsell to our existing customers.”