One of my favourite startup quotes is -
“In a startup no facts exist inside the building, only opinions.” (Steve Blank).
It resonates strongly with me because, as a founder, I’ve learned that fact the hard way on two previous startups. So many arguments happened that could’ve been (and ultimately were) resolved by simply speaking to customers and getting the answers from them.
So why don't we talk to customers more?
Well, after a bunch of research, it turns out it's actually pretty hard to get a conversation with a customer. They're all super busy, and your app is just one of literally dozens that they use every day. And every one of those apps drowns them with drip campaigns, lifecycle emails, newsletters, chat bots, in-app messaging and customer surveys.
In amongst all that talking, there isn't room for a whole lot of listening. It's not surprising that when a startup puts out a call to "jump on a call" the success rate is typically below 1%. The bottom line is that they just don't care about your app as much as you do.
So how do you cut through the noise? How do you get someone to think about your app when most of their day is spent not thinking about your app? How do you make sure you reach someone at just the time when they need you? At a time when it seems like magic that you reached out?
The answer is Smidge.
Smidge allows you to make instant video calls to users from within your app
Instead of messing with scheduling apps, email and third party video tools (and making sure your customers have the right app installed), you can talk instantly inside your app. And, because they're actively using your app when you call, they're already primed to talk about your app. Instead of the sub-1% response rate to "jump on a call" emails, we now get 15-20% response rate. Instead of 10 conversations, we're able to have hundreds. In fact, we've gone from having a call or two a month to having a customer call every single day. That adds up to 200+ customer conversations that weren't happening before.
In-person face-to-face chat leads to real human connection and adds real value to your company and your users. Plus Smidge saves you both a shedload of time!
We're still in beta, and there's a lot of work still to be done, so we'd love to get your feedback on the app. You can sign up here: https://smidge.app
There's more coming too:
- Recording and transcription (so you can send insights to ProductBoard, Dovetail or to your team)
- Call a specific user (to allow you to hook that into Zendesk, intercom or other support apps).
- Page groups (so you can get CSRs to call folks on particular pages)
Founder & CEO of Splitrock Studio