As a founder, I’ve always found it hard to find customers willing to have a conversation about our products. The vast majority of users ignore chat apps and don’t respond to emails, but we keep using these tools because it’s cheap and easy to implement. It’s a habit, but it’s becoming less and less effective. I talked to dozens of other founders and found the same problems over and over again. We talk to customers during pre-sales and during support, but that’s about it. We talk to solve and sell, but rarely to learn. I wanted to do better. So I came up with Smidge.
Smidge is instant 1:1 video chat with users from within your app. No email, no Calendly links, nothing for your users to install. Just quick easy conversations.
You install our JS in your web app and we start keeping track of who is active in your app. When you want to talk to a customer, you simply click the “call” button and we robodial users one at a time until someone answers. It sounds intrusive, but in our experience, the users of BugHerd have loved it. It’s easy for them to decline or ask to be called another time (if they decline, we won’t ever call them again). If you optionally provide user meta data, you can create call groups to segment users into buckets. Helpful for getting your CSRs on to high value clients or helping people through onboarding.
We’ve been using it on BugHerd and the response has been pretty great. Previously we’d send out an email with a Calendly link, and out of 2000 odd emails, we’d get maybe 10-20 people on to a Zoom call. So < 1%. Smidge’s success rate is around 15-20%. That means within about 3 minutes of sitting down, you’re on a video call with a user. Until now that’s never been possible (unless you collect ph number at sign up). Our product team now typically talk to 1 customer each per day. That adds up to 250 customer conversations per year that simply weren’t happening before, and it requires no planning, just some spare time to make a call.
Very keen to get some more folks trying it, and of course I’d love your feedback. I’ll be watching here, but you can also email me at alan@smidge.app
Coming soon:
- recording/transcription to help you get insights into ProductBoard or Dovetail.
- Request a call with a specific user from a link (to allow you to hook that into Zendesk, intercom or other support apps).
- Page groups (so you can get CSRs to call folks on certain pages)
- and screen-sharing/remote-control.
