April 13, 2024

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FloQast’s Guide to Multi-Channel Review Campaigns

FloQast’s Guide to Multi-Channel Review Campaigns

FloQast has completed what so several providers try to: speedily populating reliable shopper reviews on G2.

In partnership with The Captivate Collective, their cohesive evaluation generation tactic resulted in a 312% enhance in reviews in contrast to the 12 months prior.

FloQast is a near management solution manufactured for accountants, by accountants, that automates, streamlines, and gives visibility into the a variety of motion things that accountants have to go via each month. The Captivate Collective is an advocate advertising consulting agency that will work with customers like FloQast to establish their advocacy system from scratch. 

Alongside one another they designed a review era method that created much more critiques than FloQast ever has in advance of. 

We sat down with Victoria LaPlante, FloQast’s Head of Purchaser Marketing and Community, and Kiely Monteiro, The Captivate Collective’s Senior Guide, to study far more. 

Making their evaluation collection strategy

LaPlante and Monteiro shared their playbook for creating the marketing campaign that drove hundreds of new assessments, and how they utilized individuals assessments immediately after collecting them. Their evaluation collection approach consists of 4 important techniques, highlighted down below. 

1. Focusing on segments

When FloQast initially begun functioning with The Captivate Collective, they explored ways to increase outreach and appeared at targeting shoppers for review asks when they had been most engaged (and for that reason most most likely to leave a assessment). 

To start off, they looked at admins and administrators from companies that experienced renewed in the previous six months, as nicely as anybody deemed a products winner by their consumer achievement professionals. They understood these people experienced sufficient working experience with the system to give a complete evaluate, and that they were actively leveraging FloQast at their firm. 

Up coming, they targeted buyers who experienced shared feed-back with them in many other channels and hypothesized that if they had been ready to share responses in 1 channel, they would be possible to share it on G2 as well. They sent review requests out to their NPS respondents, as properly as anybody who experienced submitted a assistance ticket and left feedback by means of the abide by-up.

By expanding their focus on viewers, FloQast was capable to capture a wide vary of reliable evaluations from their most engaged end users. 

But they did not stop there.

2. Soliciting testimonials by means of much more than one avenue

In get to drive as quite a few opinions as possible, FloQast also carried out a multi-channel solution to engage their comprehensive shopper foundation. They explored each purchaser touchpoint and labored to include review requests throughout their shopper knowledge. 

This involved producing overview requests via: 

  • In-app notifications
  • Merchandise banners
  • FloQast’s application signal-in webpage
  • Social posts
  • Buyer group webpages
  • Electronic mail newsletters 
  • In-man or woman gatherings

LaPlante shared, “Showcasing it in the software by itself, which 1000’s of end users are seeing just about every solitary working day, it underscores the worth that we are inserting on client suggestions.”

3. Partaking shoppers

A single easy system the crew utilised to attract and engage probable reviewers was theming their month-to-month assessment requests. When a modest contact, it captured the notice of their prospects and retained the asks clean. 

Some example opening traces included  “you are audit I need” in February and  “April showers provide May well flowers (and G2 testimonials)” in Might.

FloQast's customer engagement G2 campaign

 

Every single e mail would open with an accounting pun or holiday topic, and then would incentivize reviewers to depart comments in exchange for an Amazon gift card. Believe that it or not, accountants are humorous people!

4. Driving inside alignment

Last but not least, to complete cross-practical alignment and visibility across the firm for their campaigns, an interior playbook was designed.

LaPlante says, “Making positive our group comprehended that their involvement in the achievements of the marketing campaign was vital, and obtaining that standard comprehension of what we have been trying to execute, was important and section of the results.” 

“Reviews are incredibly essential to our quickly-expanding organization. We take buyer suggestions quite seriously, and G2 knowledge aids us immediately adapt to far better satisfy our client’s requirements.”

Victoria LaPlante
Head of Consumer Marketing and advertising and Neighborhood at FloQast

Monteiro and the FloQast internet marketing leadership workforce achieved weekly to brainstorm the preliminary prepare, and right after obtaining alignment, worked with each other to converse that strategy to FloQast’s heads of help and purchaser results. 

After they were bought in, the campaign kicked off with 1:1 outreach from the CSMs to their customers. Monteiro and LaPlante also wanted to make sure that teams stayed inspired to go on their outreach. They started by exhibiting a ticker to visually present how near they had been to their target.

LaPlante fulfilled with inside stakeholders on a weekly foundation to align all many contact factors and conversations that were being going on throughout the corporation. She also developed and leveraged an internal Slack channel committed to continuous campaign updates, tips, and results.

From selection to utilization

Now that they had generated a vast vary of evaluations from across their shopper base, FloQast utilized testimonials equally internally, to develop belief with buyers, and externally from a advertising viewpoint. 

LaPlante shares,  “If you have a prospect who sees your badges and then gets to be a client, a calendar year later when you check with them for a assessment, they’ll bear in mind how reviews helped them experience validated in their buy conclusion and be more most likely to leave a review on their own. It is a constant loop that rewards all get-togethers included.” 

“We’re very pleased to be named a Leader in our group on G2, and the badges acknowledge our posture of dominance over our levels of competition.”

Victoria LaPlante
Head of Consumer Marketing and Group at FloQast

Internally, LaPlante and her staff choose individuals testimonials and make confident to react to and arrive up with key themes that they are seeing across opinions. When opinions are collected, FloQast teams them into thematic buckets and important variables for their small business, such as organization dimensions, sector, and geography. 

They are then packaged into quotebooks to be leveraged as advertising components by the product sales growth teams.

Embracing all responses

As a Director of Consumer Promoting, LaPlante recognizes that outreach to all shoppers can lead to some anxiousness, in particular at the management degree, but notes, “you need to stand guiding your merchandise. If you are resolute that you have a item that makes a difference, and you know that buyers are productive using it, you can be confident that they’re going to give you that variety of comments that you’re seeking for on G2.” 

LaPlante encourages businesses not to be afraid of customer testimonials, even if it is unclear wherever their favor falls. When FloQast receives a detrimental evaluation, which is uncommon, they make certain to respond to the customer, and share the feed-back with the inner workforce with the aligning area of prospect. 

“Negative reviews are a great opportunity. Responding to negative reviews and modifying no matter what it is, if attainable, is a opportunity to improve and flip buyers all over.”

Kiely Monteiro
Senior Guide at The Captivate Collective

This focus to the purchaser is reflected in FloQast’s most current recognition as the #1 seller in the Romantic relationship Index for Monetary Near in G2’s Slide 2022 experiences. When opportunity buyers are looking through evaluations and responses, they can experience cozy recognizing that if a worst-situation circumstance occurs, they will be in superior arms.

LaPlante demonstrates, “One of the main themes that we had been in a position to pull absent was how our buyers are determining the fact that we are listening and they sense like we actually are having their comments to heart and to the products. It was 1 of the locations they gave us a large amount of superior remarks on.”

Completely ready to crank out extra testimonials and come to be a G2 Chief? Study how to lean into shopper-led expansion with G2 Advertising and marketing Remedies.