UserTesting + TotangoClient Success at UserTesting

Totango Tour

13 November 2014

AGENDA

What is UserTesting?

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AGENDA

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AGENDA

• What is UserTesting?

• Our clients

• Our team

• Our values

• Our challenges

Agenda

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INTRO TO UserTestingAGENDA

What do we do?

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DO

SAY

WHY? WHAT?

User testing Analytics

SurveysVoice of Customer

Real People Real Insights

Real Fast

INTRO TO UserTestingAGENDA

We eliminate bad user experiences from Earth…

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• Mobile App Prototype Testing

• Website Prototype Testing

• Comparison (2 Prototypes) Testing

• Games (Dev cycle specific, Ads)

• Competitor Testing

• Information Architecture/Card Sorting/Tree Testing

• Diary Studies

• Email Testing (Design and Copy)

• Copy testing

• Landing Pages

• Conversion/Sales Funnel Testing

• A/B Optimization Ideas

• Pairing with Analytics

• Survey Validation

• Logo Creative Comparisons

• Mobile Ad Testing

• International Testing

• Video Testing

• In Home Testing

• SEM/SEO

• QA

INTRO TO UserTestingAGENDA

…and help at every stage of development

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AGENDA CLIENTS

Our Clients

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And 25,000 others!

AGENDA CLIENTS

• Pro for Small Businesses & Enterprises

• Subscriptions plans designed to meet the needs of Small Businesses and Large

Enterprises alike

• Do it yourself for $49/test

• Infrequent testing needs, want to give it a try

• Peek!

• An introduction to what our platform can do: http://peek.usertesting.com

Our testing solutions

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AGENDA CLIENTS

Small Businesses

• Low touch, low cost, high automation

Large Enterprises

• Strategic Accounts for growth

• Accounts for incremental growth

• Accounts for flat, auto-renew

Small Businesses vs. Enterprises

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AGENDA TEAM

Client Success Pods

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CS Manager

CS Coordinator

CS Coordinator

CS Coordinator

Client Success Managers

• Lifecycle Management, Value Strategy

• Satisfaction, Retention & Growth

Client Success Coordinators

• Daily Engagement

• Project Management

• Client health Monitoring

AGENDA TEAM

Client Success Pods

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Value!

Value!

Value!

AGENDA TEAM

What is excellence?

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1. To deeply understand your clients

2. To accurately diagnose clients’ health

3. To know the right prescription for helping a client to get

healthier

4. To prioritize your clients

5. To provide world class support

AGENDA TEAM

What is excellence?

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“Is there any way we could keep you? Or do you have a twin that you can

recommend? If I need to recommend a pay increase, extra vacation, or a new

car to your superiors I would be happy to do it, you just tell me the name… We

really appreciated and benefited from the amount of work and level of service

you provided.”

AGENDA TEAM

What are our desired results?

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• Client Satisfaction =

• Dollars = Lots of them

• Logos = Most of them

AGENDA TEAM

What are our challenges?

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• Team Growth & Forecasting

• High volume, low touch, high VALUE

• Measuring customer satisfaction

• Scaffolding

Director of Client Operationsjonathan@usertesting.com

Jonathan Hicken