Switching to Alchemer: A Practical Guide to Onboarding and Migration​

0:06
Hey Joe, how are you?

0:09
Hello Rosie.

0:10
I am very well today.

0:12
Happy to be here doing my first ever webinar with Alchemer.

0:17
Well, I’m excited to have you with us today.

0:20
So thank you for joining for the webinar.

0:23
I want to give folks who are attending here a few minutes to hop on before we jump right in.

0:30
Sounds good.

0:31
Yeah.

0:31
So before we’ll just, yeah, give them kind of like 3045 seconds and I’ll just say I know we’ve had some rain here the last few days we’ve been getting in.

0:42
David, it’s been great.

0:45
Yeah, no complaints.

0:47
We needed it so.

0:51
But we had a little break in our day to little breaks throughout.

0:55
OK, well, I think, yeah, I think we can get started.

1:00
Joe, I think it looks like folks are joining.

1:03
Cool.

1:03
OK.

1:04
And if they join us a few few seconds late, no problem.

1:07
So we’re here today, Joe, as you know, to talk about what it’s like to switch to Alchemer, like what it means when you are going through onboarding or migrating from another program.

1:18
Before we dive into the webinar content, I’d love for you to just give folks, you know, a brief intro to what you do here at Alchemer.

1:29
I think this might be your first webinar with us.

1:31
So thank you for for joining us.

1:34
Yes, very excited about that fact.

1:36
Happy to be doing it.

1:37
And yeah, it’s only taking a little over 4 years to get me in the mix here.

1:41
But throughout that time, I’ve been focused on doing a ton of these types of migrations across all type of platforms.

1:47
So excited to talk about it today.

1:48
A little bit about my background here with Alchemer.

1:51
Like I said, I’ve been here over 4 years.

1:53
And throughout that time, I’ve been in charge of our customer engagement, we call it, which includes our support team, onboarding, professional services.

2:02
And what I try to consider it is like I’m leading the team of our product experts that’s helping customers get the most value from Alchemer and through all those different types of avenues, including as we’re going to talk about here in more detail through these migrations from other platforms.

2:16
Yeah, I’m excited to have you.

2:17
You’re kind of our go to resident expert on all things on boarding and migration as well as other areas of the business.

2:24
But I think you’re our guy to take us through the journey we’re going to go on today.

2:29
I’m Rosie Davenport.

2:30
I work on the product marketing team here at Elkamer and really focus on ensuring our customers and those thinking about joining Alkimer understand how our platform works, what we offer.

2:42
So that’s my goal today to just help folks understand what it looks like if they’re considering a move.

2:50
So, you know, just at a high level what we’re going to talk about today, you know, first and foremost, like what are the reasons people might migrate to Alkimer, Like what, what are they looking for?

3:01
And then we’re going to do a bit of a deeper dive on the past they can take.

3:04
So the options available if you are thinking about migrating, Joe, you’ve agreed to give us a live demo.

3:11
I love live demos.

3:13
You know what’s going to happen.

3:15
Thank you that that’ll be great.

3:16
I’m ready.

3:17
Let’s take this journey.

3:18
I can’t wait.

3:20
And and then we’ll have just a a quick follow up after your demo, just talking about kind of what it looks like, what kind of account support folks can, you know, expect beyond just the migration aspect.

3:32
Ideally we’ll have a few minutes for Q&A at the very end.

3:36
So if folks have any questions throughout, I just ask if you can drop that into the Q&A here in the webinar.

3:43
We’ll try and answer those live if we can via text or or at the end.

3:49
So yeah, we’ll just use that Q&A box.

3:51
That would be great.

3:52
I also want to call folks attention to just some badges we have here on the screen.

3:57
I think, you know, embarrass you for a SEC, Joe.

3:59
We, we have a lot, a lot of these badges on a regular basis we get which comes from users providing reviews on G2 about our company.

4:09
You know the one, the ones I see that really stand out to me are best ROI, fastest implementation, easiest to do business with.

4:16
I think your team is, is, is accountable for, there is a reason that we get a lot of these badges.

4:22
So I just want to give you a little and accountable for that success as well.

4:25
You’re right about that.

4:25
So yeah, excited to talk more about how what we do with our migrations plays into getting these badges because I think we’re pretty proud of the work we do there.

4:33
Good.

4:33
Well, you should be OK.

4:36
I think as we jump into our content here today, I’m curious if any of these reasons sound familiar both to, you know, folks listening in today and to you, Joe like the reasons people are thinking about migrating from another platform to Alchemer.

4:53
We get folks migrating from all kinds of platforms over do do any of these resonate with you?

4:58
It’s your team fielding kind of questions or, or or getting, getting feedback that resonates with any of these reasons.

5:05
Yeah, we definitely do, Rosie.

5:08
I think a lot of this starts with the sales process and customers are voicing these concerns as they decide to reach out to our sales team and as they come into Alchemer and they meet with me and with my team.

5:19
This is what we’re hearing about and the challenges that we’re trying to help folks alleviate with their way that they’re implementing their Alchemer setup, Making sure that all the users that come on, I feel like we’re really giving them an opportunity to become a power user and not feel beholden to the way it was set up on day one by their predecessors.

5:36
Feeling like we are empowering them to become, like I said, power users who can dial in the programs that they’re running overtime to make sure that it’s working for them, for their company and producing the insights and analysis that’s valuable across teams and not just for their one little silo that they’re working in.

5:53
So I think all these kind of comments kind of round out into that concept for me of empowering users.

5:58
And we do that through our through onboarding and also our migration services.

6:03
Yeah, I know we get folks migrating from all kinds of platforms, right.

6:07
So we see, you know, customers who come from a platform like Qualtrics or Medallia or, or they might come from SurveyMonkey or Question Pro.

6:19
And I know we really pride ourselves on the platform we provide is something that’s really robust, but also really easy to use.

6:27
And I think these reasons as I, as I look through them, like I’m sure you hear about people paying really big prices, right, for for maybe something that’s not that complex to do.

6:38
Or conversely, they need more complexity.

6:41
They need to run their program in a, in a more robust way.

6:45
Is that right?

6:46
You’re seeing people come from kind of all sides of it.

6:48
Yeah.

6:49
I think the main theme that runs through all those different competitor platforms is that customers want to be able to be more flexible in what they’re trying to implement.

6:59
So I really like to think back to that fastest implementation badge.

7:01
The reason we have that is because we can do a lot and we can do it very quickly.

7:05
So whether your program is simple or really complex, there’s going to be a difference in how long it takes you, but it’s still going to be very fast with Alchemer.

7:12
One of the things I’d like to highlight, and we’ll get into this later in the conversation as well, is around our integrations.

7:18
Customers come in and if we don’t have the integration that you need to make your business successful, we’ve got a really rapid cycle for developing those things and getting those into the hands of our users extremely quickly so they can go forward and and make use of those.

7:31
Yeah, I have this stat on the page that I think is really remarkable.

7:36
We surveyed all of our customers a few months ago and asked them, you know, what their experience with Alchemer has been like, especially new platform customers that have been joining us.

7:45
And 84% of them said that they were able to complete their onboarding and get their program running in two weeks or less.

7:53
I think that’s a really great stat.

7:55
I know these are not all super simple programs, some of them are, but you know, kudos to your team, Joe.

8:01
I think that’s that’s what people want, that that’s really tied to that ROI number, right?

8:07
Yeah, I’d like to say it probably starts with availability, right?

8:10
When customers join up with Alchemer, we’re ready as soon as they’re ready.

8:13
We don’t have some big backlog that they have to wait behind and until it’s their turn to get in front of our experts to understand what their use case is and to provide them the tools necessary for them to achieve that with Alchemer.

8:25
So we try to get them in quickly and they’re able to get through it quickly because it’s easy to use and all we need to do is provide them a little bit of training, help and guidance and they’re off and running.

8:36
Yeah.

8:37
Speaking of stats, we, we ran another survey at the time in the market.

8:41
This is also just a few months ago and all those reasons, you know, people are looking to migrate to Alkimer.

8:48
I think, you know, we can put some hard numbers about why they’re looking not just what they’re looking for, but why they’re leaving.

8:54
And I, I am curious if this resonates with folks at home or, or things you’re hearing.

8:58
Joe, you know what we heard when we put that survey out, the top reasons people are who, who, you know, use feedback platforms like Alkimer.

9:06
The reason they’re looking to switch to a platform like Alkimer is that the platform is hard to use.

9:12
The costs to use it are really high.

9:15
They have poor customer support.

9:17
We hear that one.

9:17
I know a ton.

9:19
Or missing insufficient features and a lack of innovation.

9:23
I think those are things we do pretty well here, right?

9:26
We can take some.

9:26
Yeah, I, I’d love to just touch on each of these if I could really quick.

9:29
So we already kind of covered platforms hard to use, right?

9:32
We like to reference our G2 badges.

9:34
We know that we’re easy to use and that customers are telling the market that.

9:38
But around high costs, we’re hearing that all the time.

9:40
We’ve always been positioned as a high value product.

9:43
We’re not the most expensive on the market by choice.

9:45
We want to make sure customers feel that they can get great value from our product.

9:49
And then customer support.

9:50
This is the real reason I want to dive in on this slide as the leader of that team, really proud of the position we have there in our ability to respond really quickly to customers.

10:00
So I’ll get into that more at the end and we’ll talk more at the end of the conversation, but want to throw that out there.

10:05
And then around missing or insufficient features, I mentioned this already.

10:08
If our product doesn’t have the integration that you need to be successful, if it’s feasible and possible based on the other party’s system, we can make it happen in a matter of weeks, not months.

10:18
And then around lack of innovation, just wanted to touch on that one as well, because I’m so excited about all the ways we’re innovating with AI lately and also the really cool Dashboard product that we’ve launched.

10:26
So it’s been exciting to be here.

10:28
We have really explained, expanded our portfolio exponentially since I started four years ago.

10:34
So that’s been really fun to be a part of.

10:36
Yeah.

10:36
And I know we have a ton of content.

10:38
We’ve got some other webinars on those two topics, specifically AI features and Dashboard.

10:42
So if anyone’s interested, we’d be happy to send you those and, and dig in a little more.

10:47
But I agree, Joe, I think it’s really fun to see where we’re headed and, and, and how customers are using the platform in new ways.

10:54
Moving on to what we kind of alluded to at the beginning that the different ways you can migrate if you decide to come to Alkimer, we, we have these two options, right?

11:03
So path one, we’ve been hinting at this, right?

11:06
You, you maybe want help migrating where you know, we help you rebuild our, your program.

11:13
We’re going to talk about that one first.

11:15
And then we have a second option and that is to rebuild yourself.

11:19
I call this the DIY option.

11:21
Like you get to come in and use the platform.

11:24
So I kind of want to help folks decide which path is right for them with your help, Joe.

11:29
So let’s start with this first path, the assisted migration services.

11:33
Why?

11:34
You know, First off, why would somebody choose to have an assisted migration?

11:38
Yeah, thanks, Rosie.

11:39
I think the biggest reason, or there’s actually two really big reasons, is 1’s complexity and one’s is resource constraints.

11:45
And we can solve for both of those.

11:47
We have people that are ready to jump in as soon as you’re ready to start moving your product, your projects over so you can get your migration completed quickly.

11:54
And a lot of folks, that’s the driving concern is they don’t want to have a huge overlap.

11:59
Where they’re paying for two platforms just so they can work on a migration.

12:02
So what we do is help accelerate to rate that and we do that by kind of scaling this program to what it needs to be by customer.

12:10
If you need like you have listed here, there’s a bunch of integrations on the slide here.

12:14
If you need every one of those things set up, we’re gonna help you implement and configure those.

12:18
Or if you just need to build your MPs survey, which will demonstrate later, we can do that for you.

12:23
But trust me, you could do it yourself really easily.

12:25
And we love to empower our users.

12:26
So kind of customers need to choose how robust and complex is my program, how much time constraint am I under, and how much product expertise do I need to make sure I’m successful?

12:37
You know, So sometimes it comes down to oversight and pressure that that person’s under.

12:41
If they have the budget for a little bit of help, they’re going to sleep better at night knowing we’re there holding hands with them.

12:47
Yeah, I love that.

12:49
I, I want to move to what it would look like.

12:52
It’s hard for us to demo this, right?

12:54
We, we don’t have the ability to actually show it’s a, it’s a complex, it’s a complex process.

13:03
Excuse me, that was the word I was looking for to actually migrate.

13:07
But we have a sample of what that might look like and kind of talking folks, what that would look like.

13:11
I I also want to point out as we’re moving into that discussion, Joe, we see a lot of folks coming from complicated platforms that require, you know, you pay for a really complex implementation program or specialist and that can take months and months and months.

13:31
But that’s not what you’re offering, right?

13:33
Like it is not it, it’s some, we do all the work, but it generally doesn’t take us six months.

13:38
Is that right?

13:40
That’s totally correct.

13:41
The timeline always depends on the number of surveys, the complexity of those surveys that we’re that we’re migrating and but generally we can get everything done in a couple weeks time.

13:51
We try to be very sharp with our professional services resource capacity and planning.

13:56
So that same as I mentioned with onboarding, customers aren’t waiting around for their turn to get their projects migrated.

14:02
We’re ready when you’re ready.

14:03
And I can talk about kind of this plan you have laid out here and how we go from the idea of a migration service to to the customer being ready to us actually doing the work.

14:13
I can go through that now.

14:15
And it starts with step one, our program evaluation.

14:18
We want to understand, like I mentioned the last slide, do you have 6 integrations you’re trying to do?

14:22
Or do you just have one simple NPS survey?

14:24
Or is it somewhere in between?

14:26
So we want to go through with the customer, what are the projects of importance.

14:31
Some customers come in and they say, well, I’ve got 300 surveys and the first question we have is will do you need all those in Alchemer?

14:36
Because maybe you don’t.

14:38
And that then they look in the mirror and they say, you know what, you’re right, these are my 20 most important projects that I need the most help with.

14:44
So that’s a really common outcome from those conversation is narrowing down on a really high priority batch of projects that need to be migrated.

14:51
So then we get into our plan and we ask them for for files.

14:56
So Step 2 and three to me go hand in hand or we want to know the intimate details of your program.

15:02
And for you that means going into your competitor platform, sourcing some of that information that’s going to give us the details we need.

15:08
And then we’re going to come back to you with scope, cost and timeline.

15:11
And we’re going to work together to make sure that sounds like a it’s going to fit your needs.

15:15
Are we offering the right level of migration services?

15:17
Some customers want to say, well, you just help us with these complex bit, complex bits and then we’ll do the rest.

15:23
And we just say, fine, that’s great, however you’d like to do it.

15:26
We’re very flexible in doing that.

15:30
Jump in if I’m forgetting something here, but wanted to go into Step 4 already.

15:34
So once we have all your data and information, we understand your program, we’ve given you a plan that we think is going to work for you and we all agree on it, then we want to move forward with that automated conversion.

15:44
And this is where Rosie was mentioning.

15:46
It’s not something that’s easily demoable because what we’re doing is we’re for specifically for Qualtrics, we’re going to take the dot QSF file that you can export from Qualtrics, which is similar to JSON for our technical minded folks.

15:59
And then we have a program that can read that and then use the outcomer API’s to create that survey and outcomer side.

16:06
So all that stuff is not very visually pleasing.

16:09
So we’re going to skip the demo of that.

16:11
But suffice to say it’s, it’s awesome for us because we can go from taking a 300 question survey with lots of different logic and branching paths that might take a person 20 hours to configure.

16:23
And now it’s taking us one hour to get that set up and outcome.

16:26
We’re using this automated conversion tool.

16:28
So it’s been really exciting for us and for some of our customers who are coming to us for these migration services.

16:34
And I think that takes me into Step 5.

16:37
If you’re having a 300 question survey with lots of branching and logic and you’re just popping it into the migration tool and we’re not just going to say, OK, it’s ready to go and not give it a special look over.

16:47
We’re going to know from evaluating the files you provided on the front end, the Word doc from export, that Word doc export you can get from Qualtrics.

16:55
We’re going to know where those complexities lie.

16:57
Where are the dark corners of that survey that we need to double check on and make sure are configured properly.

17:01
And we’re including that as we plan your project.

17:04
So when we get to Step 5, all of our resources are at your disposal before we hand you the project to say this is going to work for you and it’s going to work well.

17:11
So we go through and make sure that of that through that expert review and adjustment process, which we find is fairly common, especially for those complex surveys.

17:20
Qualtrics and outcome or survey platforms are intentionally not the same, right?

17:24
We’re trying to find differentiation for me from each other.

17:27
And that means when we try to, you know, crossover from one to the other, there’s certain things that need to be tweaked and certain things that exist over here, but maybe have a similar but different concept in Alkimer.

17:37
And so we work to make sure that happens and is set up for you for a seamless launch of your product project.

17:44
And I think that leads me well into Step 6.

17:47
Maybe there’s integrations that you need to get set up.

17:49
So we built your survey and now we need to figure out are there integrations we need to add to it?

17:54
Is there historical data we need to import to it?

17:57
Do we need to help you understand how to set up your distribution, whether that be through an e-mail campaign or a workflow so that you can launch successfully in the timeline that’s going to be necessary for your business.

18:07
So that I think’s kind of the the run down there steps one through 6.

18:11
Let me know if I missed anything critical, but I think that’s it.

18:13
No, that’s awesome, Joe.

18:14
I think that’s a really nice overview and and you know, from my perspective, I think it’s something that that does it in our market, there aren’t many other platforms that can combine have this unique combination of like speed, fairly low cost automation and and then human expertise weighing in.

18:32
So I, I think this is really special what your team has put together.

18:35
I think it’s helped a lot of folks already and it’ll help continue to help folks.

18:41
Yeah.

18:41
Before we move on, I’d just like to reiterate, this is the reason we’re here today is we are launching this awesome Qualtrics automated conversion tool.

18:50
And I just think it’s really exciting.

18:51
We’re going to see a lot of customers able to reduce their costs significantly in migration as a result of this.

18:58
So I think prospects, customers are going to be really excited to see that we can do this and it’s going to be at a lower cost than what they might be imagining.

19:06
Absolutely.

19:08
OK.

19:08
I think this is awesome.

19:09
I can’t wait to see or or hear from folks, you know, if, if this is something they’d like to use or are interested in.

19:16
And you know, we have another option, right?

19:18
So if you’re not, if you don’t have a really complex program, you don’t need to figure out how to interpret those this QSF files, Joe, we have another path, which is more of a let’s do it ourselves.

19:29
We can rebuild your your program.

19:32
You can do that yourself in Alchemer.

19:33
So I know that you’re going to walk us through this, but at a high level, like, why might somebody choose to rebuild their program themselves?

19:42
Few different reasons.

19:43
You know, maybe there’s budget constraints.

19:45
We don’t have extra money for migration services.

19:48
That’s fine because our onboarding team is going to get you everything you need to get started quickly and be successful on your own.

19:54
And this is also really good fit budget or no budget for power users in other platforms.

19:59
If you’re really good at survey building and understand how it’s done in other platforms, you’re going to be able to get started really quickly in Outcomer.

20:06
So you can just self-serve and take that time to become an expert.

20:09
And if you have the time to do this and to build the programs out yourself, that’s going to make you a better expert going forward and you’re going to feel more in control.

20:17
All those programs, if you build them yourself, so that’s another reason customers want to do it, is they build that experience while they’re new to the platform on important projects.

20:24
They’re not waiting for a future time to become good at the new, you know, product that they’re moving over to.

20:29
So few reasons there.

20:31
But yeah, if you have a simple program, that’s probably the most clear reason to just go ahead and set it up yourself.

20:36
And that’s what I was going to demonstrate here in a little bit.

20:39
OK, well, I, I think you’re teeing yourself up here for that live demo.

20:43
I’m going to stop sharing and let you take over the screen share so we can get into that.

20:49
All right, sounds good.

20:50
Let’s see if I can do this successfully on the first try.

20:54
So if I did that, looks like I’m showing your MPs channel.

20:58
I’ll bring that back up later.

21:00
What I want to show here is my Alchimer account.

21:03
This is where we can get started.

21:04
You guys seeing that?

21:05
OK, I can see your screen, so hopefully everyone else can too.

21:10
Good.

21:10
All right, so yeah, maybe we can create a survey.

21:14
We want to start from scratch, or we can use a template.

21:17
We’ve got lots of different templates for different markets and different use cases.

21:23
One of the cool things is this custom template menu.

21:25
You can create your own templates that you want your team to use for going forward and tell them, hey, when you start a survey, grab from this template and start there because this is how we want it to look and feel.

21:35
It’s a good starting place for all the surveys you want to run.

21:38
For the simplicity of this event, down here in the marketing section, we have our Net Promoter score survey.

21:45
So I’ll just click on that and immediately I know that’s a popular 1 Joe.

21:48
A lot of people use NPS, so I think that’s a good choice.

21:52
Yeah, we like to think of ourselves as an enterprise feedback platform.

21:55
And any good enterprise feedback program starts with a simple metric like NPS, or some people use AC set score.

22:02
They’re all very similar methodologies.

22:04
But what we’re doing here is just wanting to have an interaction with the customer, have that trigger the request for feedback, and then try to use that feedback to better our business and get, you know, increase customer satisfaction.

22:16
So I think that’s a great place for us to start for our demo.

22:19
And we have the template for that and I can just scroll through.

22:23
What we’re seeing here is kind of the layout where you will build and configure your survey.

22:28
On page one, we just have a header for how are we doing?

22:31
Because we want folks to know what are they doing in this survey?

22:33
Make it real clear for them as they land on the page.

22:38
And then each of these questions that’s already here in the template is super configurable.

22:42
So you’re not locked into this just because you started from a template.

22:45
It’s just a quick starting point.

22:46
So maybe we want to take this and we’ll call this company XYZ.

22:51
We’re going to get some NPS feedback for company XYZ.

22:55
So I’ll save that question.

22:56
That’s how quick and easy it is to edit a question.

23:00
What’s the most important reason for your score?

23:02
We want to get that qualitative feedback as well.

23:05
We need to have the metric we can measure, and then we need to have the qualitative feedback we can analyze over time and use some of our maybe outcome or pulse tools, our different AI methods for categorizing that feedback and trending it over time.

23:20
And I think while we’re here, I’ll do some more work.

23:23
I’ll add a page here in the middle, then I’ll add something to that.

23:27
Let’s go to our action library.

23:29
Here’s where you can see a ton of different things you can do to add complex actions to your survey, whether that be integrations or different complex question types like send e-mail action.

23:41
You can set it up so that have someone submits this page, an e-mail goes out, but I think let’s set it up for a Slack action.

23:49
So I just click add and I’ll put NPS demo as the title of this.

23:55
And then this this authentication with our Slack instance is already pre configured.

24:02
So now for me to send a message to a channel, all I have to do is name that Channel here.

24:07
And then I want to set what the message is going to be.

24:09
So what I’ll do is I’ll click instead of just having it be there’s a new NPS response.

24:16
Let’s actually put the data from the response in the message so the customers can, so our constituents can see right away what’s the feedback that we’re getting.

24:24
So I can just quickly, easily click on the first question here and push question answer insert.

24:30
That just means I want the question that that was answered or the answer to the question to be pushed to Slack.

24:36
And I’ll do that also for the second question so we can see the open text answer as well.

24:41
Then I’ll save that.

24:43
And now that data is ready to be sent into Slack, whatever channel you’ve picked.

24:47
So it’s obvious and apparent to everyone.

24:49
Yeah, yeah.

24:50
I made a new channel called MPs Demo.

24:52
Let’s go a little further with this process and then I’ll go back in and I’ll submit a response and we can go see it in Slack.

25:01
Yeah.

25:02
Any other questions, Rosie, about this survey, Bill?

25:04
Otherwise, I was going to go into import of data.

25:07
No, this looks great.

25:09
Cool.

25:09
Yeah, that’s a big question customers have when they’re looking to migrate is, well, I have a kajillion responses.

25:15
How’s that going to work?

25:16
And the answer is, luckily it’s super easy and there’s a very easy DIY do it That’s right, that’s completely right.

25:37
Here’s an example of what it can look like.

25:39
This is a simple Excel version that’s just got the date that the survey was submitted, the score, the open text feedback that was given.

25:46
And all I have to do is do a save as on this file and save it as a CSV file and it’s ready to be imported to Alchemer.

25:53
So I’ll go ahead and do that.

25:55
If I go to our tools tab here and click Import Data CSV, if I save it as a CSV from Excel, it’s delimited file.

26:04
So I can select that.

26:08
I’ll grab my file, historical NPS data, and I’ll click upload.

26:13
There’s a couple menus that come up here.

26:14
A lot of customers, customers wonder how is the data going to get into the right place in my survey?

26:18
Well, first you have to have the survey built with the fields you want to import to, which we did.

26:23
Now we can import those, the data set to those fields and we can configure them manually, or you can just click suggest matches and let’s see what happens.

26:31
It’s configured.

26:32
Most of our fields are ready for US response ID that’s intentionally not mapped because if we had already collected data in this survey, we didn’t want to overwrite it by putting this file in.

26:42
So you can do that if you want, but it’s not automatically mapped.

26:46
And then to map this other question that didn’t get suggested just takes 2 clicks.

26:51
Now we can do a little preview and import.

26:54
So we’re getting kind of this organizational feedback on page one.

26:59
It’s just basically been confirming that this is the data that we’re importing to.

27:04
And then there’s a couple of options.

27:05
We can skip that for now because we’re just doing a simple version and I’ll click upload data.

27:12
All right, cool.

27:12
And you can see how quickly that process.

27:16
Now I want to go back to our survey here and go show you again that Slack integration and make that a little more real.

27:27
So let’s go back into that.

27:30
I’ll go to our share tab and this is our primary share link.

27:34
So if you just want to send this survey to somebody, you could grab this link and send it to them.

27:39
You could set up a workflow to distribute links like this or a personalized links.

27:43
You can use an e-mail campaign, lots of different ways to distribute your survey, but this is an easy way to get it out there is to just grab this share link and start to hand it out however you’d like.

27:53
I’ll just put in my browser tab.

27:55
So I’ve got Net Promoter score.

27:57
This is a survey we just made a few minutes ago and I think I’m unhappy with company XYZ, so I’m going to do a zero and I will say support took forever to answer the phone and I’ll submit that.

28:16
Now let’s go back into our survey or let’s go to Slack first there, it’s right there in the channel already NPS demo that I set up.

28:25
Support took forever to answer the phone 0 and I can act on that now.

28:31
You know, I have that info in Slack immediately it looks like, and we can reach out to that customer to make sure we’re answering the phone in support.

28:39
What’s going on?

28:41
And those 100 responses I just imported, they’re already here in our one click standard reports feature.

28:48
So without having to do anything other than click the button, I’m able to see this information, including all the responses and open text comments.

28:55
So it’s pretty quick and easy to, like I said, get started, build a survey, import your data, set up integrations can all happen super quickly.

29:03
And if you ever run into any trouble, you just call our support line and we’ll be there to help you out.

29:08
Joe, that was AI was not timing you, but I think you know what I read or what I saw there was maybe, I don’t know, 7 or 8 minute demo.

29:16
And within that time, you set up a survey, you set up a Slack integration, you imported data and you got reporting.

29:22
So when we’re seeing two weeks to on board, I think that’s very, it sounds like it’s very variable depending on the size of your program.

29:30
It happened a lot more quickly than that.

29:31
Yeah.

29:32
And you know, nothing went wrong with your demo.

29:34
So that’s good for us, but less exciting maybe for those at home.

29:38
So thank you for doing that.

29:40
I want to keep us moving along here.

29:41
I know we’re getting close on time that folks might have dedicated.

29:46
So I think as we wrap up what, what I what I really want to focus on kind of last points here are around this idea of like what’s included with the platform.

29:55
We’ve, we’ve looked at these two paths.

29:57
What does it look like?

29:58
If I want to have Alchemer help me, I know there’s a cost associated with that.

30:02
I want to have alchemer help me kind of move my program over and get it set up versus doing it myself.

30:09
So talk us through, I know your team also handles, you know, any kind of onboarding, ongoing support.

30:15
What does it look like to choose one of those from a, from a kind of an onboarding perspective to, to get started?

30:23
Yeah, Thanks, Rosie.

30:25
Yeah, basically customers coming into the process, we try to explain to them upfront, this is what onboarding is.

30:30
There are some limitations to it.

30:32
It doesn’t go on forever because what we’re trying to do through that process is provide you a, the foundation for being a power user in Alchemer.

30:40
We’re going to understand your use case and then we’re going to provide you training on the features that are important to you so that you understand how to go out and be your power user for your company and get started quickly.

30:50
And that kind of shrinks and contracts based on the product suite that you’re purchasing with Alchemer.

30:56
So for every product that you buy, we have a whole program built around that to make sure you can be successful with all the various products that we offer.

31:03
And then as customers realize, well, I need to get going really quickly and this is hard for me.

31:08
I’m not as good at survey building and integrations and whatever it may be.

31:12
We offer these migration services.

31:13
That’s the process I described.

31:15
But we’re going to meet with you and understand the full scope of what you need to feel successful and supported by Alchemer.

31:20
And we’re going to provide you a price for that.

31:22
We’re going to stick to that because we’re going to make a commitment to you upfront that we’re going to get you to that finish line without some hidden fees popping up out of nowhere.

31:29
And then as both of those phases complete, now you’re a power user in your account.

31:34
You’ve got projects to manage, you’ve got things you’re trying to do, and you hit a stumbling block.

31:38
You can always call our support team.

31:40
This is an included service for all of our customers.

31:43
We answer the phone typically within a minute and we get back on e-mail typically in under an hour.

31:49
And we’re providing you that feedback that you need so you can keep moving quickly without having to wait around for support to get back to you.

31:55
We’re trying to be always available, always on, and we stay with you until your problem solved.

32:00
We’re not trying to get out of that interaction.

32:02
So our time on the phone metric increases.

32:04
We don’t have that.

32:09
I I want to brag about your team again for a second because I think this is really special.

32:15
The support team at Alcamer has maintained an an average NPS score of 95.

32:22
That actually was is up a point.

32:23
It was 94 the year prior.

32:25
People.

32:26
I think that the resounding theme we see in our reviews is the support we get.

32:33
It’s live support.

32:35
They’re real people.

32:36
They sit in the office with us, they’re incredible at helping.

32:39
And beyond that, you know, you do, you obviously get a dedicated CSM, every platform gets that.

32:45
But I just, I just, you know, you don’t have to say anything, Joe, but I think that’s really special.

32:50
I think what we offer here in terms of standard onboarding that it’s included.

32:54
You’re not paying extra.

32:55
There’s no onboarding fees unless you decide you want, you know, our help in migrating your program or you want a little more.

33:02
So I’m excited to offer this to people.

33:05
I’m excited to hear what they think as we get towards the end here and, and wrapping up.

33:10
I, I am going to try and pop up this quick poll because I am curious what people think of, of what we showed them today, if it’s something that might be interested and, and kind of where they’re coming from, like why they’re, why they’re interested in their webinar today.

33:23
So if folks attending can just take a second to answer that, it’ll just be a few seconds.

33:27
And then Joe, I’m seeing we, we do have a few questions that came in.

33:31
So I want to quickly try and get you to answer a handful if we can in the time remaining.

33:39
OK, let me tee you up for these.

33:42
So here’s one I I think.

33:47
So do customers pay extra for support and how do you reach support?

33:52
Yeah, thanks.

33:53
We cover this a little bit, but let’s make sure it’s super clear in that our support is included for all of our customers.

33:59
You don’t have to pay extra to get this level of support.

34:02
And you can get really, really far in taking advantage of this service.

34:06
Like I said, when we pick up the phone, we’re going to stay on the phone with you.

34:10
And if sometimes we hit over an hour with someone and when we do, we celebrate that.

34:14
We ring, we have a cowbell that gets rung and gets brought to that person’s desk.

34:18
And, you know, they get a pat in the back for handling that customer and helping them through that challenge.

34:22
And I mentioned phone and e-mail.

34:24
Those are two primary communication paths.

34:26
So reach out to us via e-mail, call us on the phone if it’s if it’s extra urgent.

34:30
And we’re going to give you that immediate response that you need to get unstuck and get, you know, continue moving forward with your project.

34:37
Yeah.

34:38
And then another one here.

34:39
How do you quote us if we’re interested in the paid migration services?

34:44
That’s through sales, right, Joe?

34:46
Yep, just reach out through our sales, our normal sales channels.

34:49
And that team is going to loop in myself or my team members at the appropriate time to discuss that and get into the right level of detail that suits you and suits the speed at what you want to move.

35:00
So we want to come in and understand your program to the depth of that I described earlier, make sure we’re giving you the support you need.

35:07
And that all just happens through our normal sales process.

35:09
And that team will loop our team in to make sure to cover that in detail.

35:14
Perfect.

35:15
And then how long does the average migration take?

35:20
I think this is a bit of a hard one to answer, but I’m going to see how you do.

35:23
How long would you say the average migration takes?

35:26
Really not long.

35:27
I think we can even do faster than onboarding.

35:30
So onboarding we said most customers can get through that in a couple of weeks.

35:33
And even that depends a lot on the customer availability.

35:36
A lot of times the hardest part in getting these migrations completed is that our customers need to go and extract all the information that’s going to allow us to be successful in migrating.

35:44
So that means getting QSF files if you’re from Qualtrics and the Word documents that come along with those so that we can understand the builds to the detailed level.

35:52
Once we have everything we need, thanks to our automated tool, this can happen very quickly.

35:57
We can get the shells of those surveys built out in a day and then spend the next few days refining them, testing them, making sure of everything, importing historical data.

36:07
And then if we need some extra time for integrations that we need to set up and collaborate with you, our customer, or your IT teams on, which can happen in rare situations, that that all happens very quickly, a few extra days.

36:19
So I’m thinking that two week time frame that we bragged about for onboarding is very similar to what we can do with our migrations as well.

36:26
OK, you heard it here weeks, not months.

36:29
So I’m going to quote you on that, Joe, and I’m going to challenge folks out there if you’re interested in migrating.

36:35
I know Joe loves the challenge.

36:36
So give him your programs to migrate and and let’s see what that timeline looks like.

36:43
You know, Joe, thank you so much for joining.

36:45
I just want to ask folks if you can take a second to share your feedback.

36:49
And this will take you to a really short survey.

36:51
We’d love to know, you know, we’re always trying to improve the content of our Go webinars, and we’d love to hear, you know, what else you’d like to learn about other topics.

37:00
So if you have any feedback for us today, please just take a second.

37:02
We’re a feedback company.

37:04
We would love your feedback.

37:06
And with that, Joe, I want to say a huge thank you for participating.

37:10
Your first ever webinar.

37:11
How did it feel?

37:13
I really enjoyed the experience.

37:15
Yeah.

37:16
Love to be back again.

37:17
Talk about any topic you can imagine.

37:19
And I might have to enlist some of the product experts on my team, though, depending on what you’re throwing at me.

37:24
Yeah.

37:25
Let’s see what we can come up with.

37:27
Joe, thank you so much.

37:28
And I’ll talk to you soon.

37:29
Have a good day.

37:30
Thanks, everyone.

37:31
Bye.

37:31
Bye.