Klue for Customer Spotlights

Speakers: Suman Melville, Manager, Customer Marketing, Klue

Suman Melville: The nice thing about Vocal Video is I can simply send a link, I can give them short questions, they can prep and they can record it on their own time.

Suman Melville: Testimonial videos are a huge part of our content strategy at Klue. We use them in all of our demand gen efforts as a way to highlight not only logos but really specific use cases and industries where we have customers seeing success. They're using our platform with their own processes and with their team to achieve XYZ, it's a great way to kind of quickly highlight that and share that in all of our different targeted campaigns. Our sellers also use videos quite a bit both in their outreach efforts through STRs as well as by our AEs and CSM account managers for renewal efforts. So anytime we get asked "hey, do you have any a customer who's done this or do you have a customer in this space?" We always include videos where possible, they're just nice quick ways to get that proof point that's needed. And everyone loves watching videos.

Suman Melville: I think the biggest challenge that I had in creating videos before Vocal Video was actually getting a customer to create the video. I would get a lot of guesses. "I can do it." "Great. Let's schedule time," and then it dropped down the list of the many things that our customers have to do. The nice thing about Vocal Video is I can simply send a link, I can give them short questions, they can prep and they can record it on their own time. And I get that footage that I need. We take the footage and the content and do quite a bit more with it at Klue. We create different compilations of videos, we put our own branding, we run them in campaigns, but just being able to capture the answers in a concise way from our customers was difficult before Vocal Video. So I really appreciate that.

Suman Melville: We measure the ROI of video testimonials and really all of our content in a couple of different ways at Klue. For all of our external channels that use that content, demand gen campaigns, email campaigns, newsletters, everything that gets pushed out is measured. So we always track usage and MQLs, leads, et cetera that that particular campaign is using. We do quite a few customer campaigns at Klue as well. So we share a lot of the content and use cases with our own install base, both for retention purposes as well as for expansion reasons. And so we do track all of those typical email campaign metrics that way. And then internally when our sellers and our account managers and our CSMs use videos in their selling efforts, we always track usage. I have everything included so I can see usage rates and I can see even the reps that are actually using which content. So we've had overall very, very good success with the videos that we've created and all the content that we've created for customers. So it's nice that Vocal Video has been able to support that effort.

Suman Melville: I would definitely recommend Vocal Video for anyone in a role that is looking for social proof. It's such an easy way to capture that needed customer sentiment for all of the different demand gen and internal enablement use cases that you have. It's easy, it's cost effective and for Klue, it's been really the only way that I've been able to capture great videos. So I highly recommend it.

Suman Melville: I would describe Vocal Video as a content platform for social proof that really every customer marketer needs. Written content is a big part of it. Videos are another huge part of it. And Vocal Video is really the only way that I can scale my efforts and get that needed content from my customers. Super simple to use quick questionnaire. I can send it out to as many customers as I'd like and they can record on their own time and I have a very good hit rate in terms of getting responses. And I think that's the biggest benefit I'm looking for. Not having to schedule, multiple meetings with multiple customers and chase them down and track that down. So it's been a really effective way for me to scale my efforts and get that needed social proof.