FloQast has accomplished what so a lot of providers attempt to: promptly populating genuine shopper assessments on G2.
In partnership with The Captivate Collective, their cohesive evaluation technology system resulted in a 312% maximize in reviews compared to the 12 months prior.
FloQast is a shut administration answer created for accountants, by accountants, that automates, streamlines, and presents visibility into the different action merchandise that accountants have to go via every thirty day period. The Captivate Collective is an advocate advertising consulting company that will work with customers like FloQast to create their advocacy technique from scratch.
Together they constructed a critique era technique that generated extra assessments than FloQast ever has in advance of.
We sat down with Victoria LaPlante, FloQast’s Head of Customer Advertising and marketing and Community, and Kiely Monteiro, The Captivate Collective’s Senior Advisor, to learn a lot more.
Constructing their review collection tactic
LaPlante and Monteiro shared their playbook for setting up the campaign that drove hundreds of new evaluations, and how they utilized individuals critiques after accumulating them. Their review assortment technique includes 4 essential techniques, highlighted underneath.
1. Focusing on segments
When FloQast initially commenced working with The Captivate Collective, they explored ways to grow outreach and seemed at concentrating on shoppers for overview asks when they ended up most engaged (and thus most likely to go away a evaluation).
To start off, they appeared at admins and professionals from companies that experienced renewed in the earlier six months, as very well as any one considered a products winner by their consumer success professionals. They understood these customers experienced sufficient knowledge with the system to give a comprehensive review, and that they had been actively leveraging FloQast at their firm.
Subsequent, they focused shoppers who experienced shared comments with them in many other channels and hypothesized that if they had been prepared to share feedback in a single channel, they would be very likely to share it on G2 as very well. They despatched assessment requests out to their NPS respondents, as very well as everyone who had submitted a support ticket and left feed-back as a result of the comply with-up.
By growing their concentrate on audience, FloQast was capable to seize a broad vary of genuine reviews from their most engaged buyers.
But they did not stop there.
2. Soliciting evaluations by means of additional than a single avenue
In get to travel as quite a few testimonials as achievable, FloQast also applied a multi-channel approach to interact their complete client foundation. They explored each and every purchaser touchpoint and labored to include review requests throughout their client experience.
This included building review requests through:
- In-application notifications
- Solution banners
- FloQast’s application signal-in site
- Social posts
- Customer local community internet pages
- Email newsletters
- In-individual activities
LaPlante shared, “Showcasing it within the application itself, which hundreds of consumers are seeing just about every solitary day, it underscores the value that we are putting on buyer suggestions.”
3. Partaking customers
A single basic strategy the team utilised to catch the attention of and engage likely reviewers was theming their month-to-month overview requests. While a compact contact, it captured the notice of their consumers and retained the asks clean.
Some instance opening strains included “you are audit I need” in February and “April showers bring May flowers (and G2 opinions)” in May perhaps.
Just about every electronic mail would open with an accounting pun or holiday break concept, and then would incentivize reviewers to leave feedback in exchange for an Amazon reward card. Believe it or not, accountants are funny folks!
4. Driving inner alignment
At last, to execute cross-useful alignment and visibility throughout the organization for their campaigns, an inner playbook was made.
LaPlante claims, “Making absolutely sure our crew recognized that their involvement in the results of the campaign was critical, and obtaining that general being familiar with of what we were being hoping to carry out, was crucial and element of the achievements.”
Head of Customer Marketing and advertising and Community at FloQast
Monteiro and the FloQast advertising and marketing management workforce fulfilled weekly to brainstorm the initial program, and soon after finding alignment, worked together to communicate that strategy to FloQast’s heads of help and client success.
At the time they were acquired in, the campaign kicked off with 1:1 outreach from the CSMs to their customers. Monteiro and LaPlante also desired to be certain that teams stayed enthusiastic to continue on their outreach. They started by exhibiting a ticker to visually present how near they were being to their target.
LaPlante satisfied with internal stakeholders on a weekly foundation to align all many touch factors and conversations that had been going on across the firm. She also created and leveraged an interior Slack channel focused to constant campaign updates, concepts, and final results.
From collection to utilization
Now that they experienced produced a broad assortment of assessments from across their consumer foundation, FloQast utilized evaluations each internally, to construct trust with clients, and externally from a promoting point of view.
LaPlante shares, “If you have a prospect who sees your badges and then becomes a consumer, a year later when you inquire them for a evaluate, they’ll keep in mind how opinions aided them experience validated in their invest in selection and be far more probably to leave a evaluation them selves. It is a continuous loop that positive aspects all functions included.”
Head of Purchaser Internet marketing and Neighborhood at FloQast
Internally, LaPlante and her crew just take those critiques and make confident to react to and come up with key themes that they are viewing across evaluations. When critiques are collected, FloQast teams them into thematic buckets and crucial variables for their organization, this kind of as enterprise dimensions, industry, and geography.
They are then packaged into quotebooks to be leveraged as advertising materials by the product sales development teams.
Embracing all responses
As a Director of Shopper Promoting, LaPlante recognizes that outreach to all shoppers can induce some nervousness, particularly at the leadership degree, but notes, “you have to have to stand at the rear of your solution. If you are resolute that you have a product or service that can make a distinction, and you know that clients are profitable working with it, you can be confident that they are going to give you that kind of feed-back that you are searching for on G2.”
LaPlante encourages providers not to be concerned of consumer opinions, even if it is unclear exactly where their favor falls. When FloQast receives a adverse overview, which is exceptional, they make positive to react to the purchaser, and share the responses with the internal team with the aligning area of chance.
Senior Expert at The Captivate Collective
This awareness to the purchaser is reflected in FloQast’s most recent recognition as the #1 seller in the Partnership Index for Financial Near in G2’s Fall 2022 reports. When potential customers are looking at testimonials and responses, they can really feel relaxed being aware of that if a worst-scenario state of affairs transpires, they will be in fantastic hands.
LaPlante displays, “One of the main themes that we were in a position to pull absent was how our customers are figuring out the reality that we are listening and they truly feel like we definitely are using their opinions to heart and to the products. It was a single of the parts they gave us a great deal of large remarks on.”
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