Once you've launched Feedback to your customers, we recommend presenting a short (~30 minute) webinar to tell them more about Feedback, how to use it, and how it benefits them.
You can use the webinar recording to onboard any new customers in the future, and as a reference in your Product Feedback Policy for customers to revisit anytime.
If you've never presented a webinar before it can seem daunting, but we've prepared everything you'll need so it should be very easy with a little practice. This article has some quick tips and links to a full Powerpoint presentation, complete with presentation notes to help you every step along the way.
All you'll need to do is download the webinar template and customize the sections that are specific to your product and process, and you'll be ready to go.
Focus on the benefits
In the webinar you'll want to cover:
- What Feedback is + how to use it
- What benefits will they see from submitting feedback
- What to expect once feedback is submitted
This is your chance to show your customers (and prospects!) how and why you're different, and that you really value their feedback.
Tough Questions
Your customers may pose questions that you aren't able to answer on the spot. That's absolutely fine. In fact, it's to be expected.
The best way to deal with these questions is to reassure them that there is a solution but that you aren't currently sure of it. Tell them that as soon as the meeting is over you'll be sure to find out the answer and get back to them. Then, get in touch with us and we'll help you out.
Pump them up
It bears repeating that the aim of this presentation is to motivate and build up enthusiasm for your customers to use Feedback to the best of its potential. To do this, make sure your presentation is dynamic (have two speakers instead of one + take questions throughout) while constantly reiterating the benefits and they'll be excited to get started ASAP.
After the webinar
Be sure to send out links to resources after the call to further reiterate the "how to" aspect of Feedback and set expectations, whether through your Product Feedback Policy.
The webinar recording is a resource you can re-use in many ways. You can use it to onboard any new customers in the future, as a reference in your Product Feedback Policy for customers to revisit, in customer + prospect marketing communications, and even in your status updates, where applicable.
Resources
See this link to a Google Slide deck that can help you present this information to your customers.