0:23 Hey, everyone. Nice to meet you. Thank you for making time in your early f early late morning. Sorry. I'm still catching up from a long weekend. 0:32 Appreciate everyone joining. We're super excited to talk a lot about u g n a content, which we call UGC or at Bazaarvoice. But, ultimately, we wanna help all of you, whether you're at a brand or a retail alert, to maximize your conversion potential. 0:47 So we're going to go to a lot of different strategies today. But before we dive in, wanted to introduce who's talking. So, you may have seen our LinkedIn post, which brought you here, but, otherwise, hopefully, a colleague of yours invited you. 1:02 But super excited for everyone to be here. Myself, my name is Bhavik Khandecha. I'm a manager in our solutions consulting team here at Bazaarvoice. 1:10 And so I've been in the presales world for almost the last decade, but recently, at Bazaarvoice for the last five years. So super excited to share the strategies that, have helped brands and retailers that I work with to optimize their UGC strategy, across every touchpoint of the customer journey. 1:28 And I'm joined by our awesome partners at Attentive, and so I'll let Angelie introduce herself. Thanks, Bhavik. And hi, everybody. As mentioned, my name is Angelie. 1:37 I am a senior client strategy manager at Attentive. For those of you who aren't familiar with Attentive, we are the AI marketing platform for leading brands. 1:47 Our aim is to help our customers optimize the performance and revenue, from the leading digital marketing channels that are email and SMS, particularly through hyper personalization tools. 2:01 So that includes everything from the list growth tools that you need to actually acquire new subscribers for your list to powering customizable triggered messaging for both email and SMS. 2:13 But my role in particular is working with marketers like yourselves on a day to day basis, strategizing how they can best leverage email and SMS, to maximize conversion potential for their own businesses. 2:26 So today's topic is super relevant to what I do, and I'm really excited to be here with Babik. Awesome. And we're super excited to be partnering together. 2:35 We've had a partnership for quite a bit, but recently, we launched an integration that combines both the data as well as, some of our back end analytics on the Attentive side. 2:45 So, Angelie, of course, will talk about that in the subsequent slides. We're super excited to be able to talk together and represent as our voice in Attentive. Absolutely. 2:55 I see some of you already start using the chat. Feel free to converse amongst yourself in the chat. Someone shared that they're from Kentucky. Hey, Jennifer. 3:04 You're free to tell us where you're dialing in from. And there's also a q and a feature that you can use, so feel free to ask questions throughout. We've set aside some time at the end to address those q and a, so feel free to use that, as questions arise throughout the presentation. 3:21 Awesome. So if you saw my LinkedIn post, I did a did you know series. And I wanna ask that question here again. That did you know that ninety three percent of your potential customers consider product reviews as a deciding factor? 3:35 That might be interesting for some. That might be a surprise. That might be, oh, I already knew that. But what's interesting is that when we look at consumers across all industries as well as all price points, Someone on my LinkedIn post recently commented, like, this might apply just to someone that's buying a car. 3:52 Right? When you buy a ten thousand, twenty thousand, thirty thousand dollar car, you may want to look at reviews more significantly than when you're buying a banana or toothpaste. 4:02 But, actually, what's interesting enough is across different products, across different industries, due to current economic times, due to competition in the space, not only against brands versus brands, but also brands versus private label. 4:18 A lot of individuals like yourself and like myself and Angelie actually look at reviews more often than not. And so user generated content in the form of reviews, but also we'll talk a little bit later today in terms of social content and visual UGC. 4:32 All that UGC is definitely at the forefront of individuals' minds. And so how can you as brands and retailers capitalize on that? Now where did I get that stat from? 4:42 That's not something I did myself. This was actually an eye tracking study that we'll provide a link to after. But this revealed that shoppers not only look at reviews, but they also look at different parts of the review. 4:52 And so you'll see some areas highlighted here, but the top five areas that individuals look at when they're looking for their next purchase is review summaries. 5:01 So that's on the top left seeing that four point three five summary, eighty nine percent would recommend, and then visual elements. So we'll talk a lot about today about our social strategy and how social first is the new search, but those visual elements play just in as important role as the actual review content. 5:17 And then, of course, things like most helpful review or most critical review. If you're like myself, the next two will apply that as the top positive and the top negative. 5:25 Right? Because you wanna look at, oh, there's five one star reviews. Surprising enough, that's actually good for your brand. You want negative reviews because if you had, you know, five thousand reviews, all five stars, there is a little bit of trust factor that comes into play. 5:39 And so when looking at negative reviews, individuals like myself will go in and see, okay. Let me see the negative reviews. Let me see what individual are talking about, and let me see if that actually applies to the product I'm use using. 5:49 In some cases, it might talk about shipping or it might talk about a feature that I don't even care about. And so it still have to it's still good to have those negative reviews, but, ultimately, you wanna bolster your positive review count and make sure you're above that four star rating. 6:03 So, hopefully, this was a surprising stat for you, but we'll we'll focus our presentation around this factor of individuals are looking at reviews. They're looking at social content when they're making their purchase decision. 6:13 So how can we, on your side as a brand and retailer, ensure that we're capitalizing on that statistic? And so for today's journey, the approach we're gonna take is we're gonna go through a shopper journey. 6:26 Like I mentioned, we've tea teamed up with Attentive, and so we'll be looking at two sides of the coin. One is looking at a shopper, right, as they go through the awareness phase, then they go into consideration, then they ultimately purchase the product, and then, hopefully, they become a brand or retail loyalist. 6:43 On the flip side, we'll also be looking on the back end of how Bazaarvoice and Attentive can help you on the brand and retailer side to figure out where you can come in for each of these different steps, where you can provide the most ROI, where you can use different tips and strategies, and where you can capitalize on conversion when it comes to bolstering each of these different steps from all the way from awareness to loyalty. 7:06 And, Julie, would you add anything from the attentive side in terms of these different four, areas of the customer journey? Yeah. I would say similar to Bazaarvoice, we're considering all four stages of the journey at Attentive, knowing that each one has importance and value in the SMS and email marketing spaces. 7:26 So we're aiming to equip our brands with the right tools, so they're engaging customers at each of these, critical moments in the customer journey with the right touch point. 7:37 So I'm excited to give some examples of, those levers that you can pull as SMS and email marketers today. 7:46 Awesome. Super excited to hear that as well. So let's start off with the consumer journey. Right? For today's example, we'll be looking at Noah who's, recently a new dad and is considering more eco friendly baby products. 7:59 So think diapers, wipes. And we're gonna go through his full customer journey and see how he's gonna actually make that path to purchase. In most recent in our most recent shopper experience index, which, again, we'll link out at the end of this presentation, we actually found out that sixty seven percent of Gen Zers start their search on social. 8:19 That means that, you know, like myself, I I'm a millennial. I actually use Google a lot. Right? I'm going. I'm searching. I would search like Noah did here for eco friendly diapers. 8:27 But other generations are actually looking at areas to use social to find their next product. So think TikTok, think Instagram, think YouTube shorts, where they can type in, in this case, eco friendly diapers in the search of their social and find reels, find Instagram posts, find influencer posts that actually help them down that consumer journey. 8:46 Like I mentioned, social is a big aspect of this. But, in fact, UGC across the board, which is reviews and social content, is huge for this awareness or search phase. 8:56 And so I'll start off with what Bazaarvoice can do to help figure out, where we want to influence Noah, and then I'll pass it to Angelie to talk more about the attentive side. 9:06 And so as I mentioned, there's three areas that we'll talk about when it comes to reviews in that search capacity. And so the first tip is gonna be the three pillars of UGC. 9:15 You may or may not have heard this before, but those three pillars are quantity, quality, and recency. And so what I mean by each of these, quantity, of course, is the quantity of reviews. 9:26 And so going from zero to one hundred reviews actually boosts your sales by almost thirty seven percent. And so you always want a constant influence of reviews coming to your product pages, not only on your own PDPs, but say you're non d two c, of course, you wanna sell at retail as well. 9:43 The second aspect is quality. And so a stat here is that seventy five percent of shoppers look for reviews with three or more sentences. So I'm not saying a review that says cool product or love the experience is not is a bad review. 9:56 But, ultimately, when you're looking at quality reviews, you wanna ensure that you're hitting that hundred fifty character count or that three sentence minimum to make sure that when the individuals like you and I go look at those reviews, it actually has an impact and actually care about what the other reviewer is saying. 10:10 And then last but not least is recency. Eighty five percent of shoppers consider how recent a review was written to inform their purchase decision. So think about your own experience. Right? 10:19 You're in this case, maybe you're buying diapers as well. Imagine if you had hundreds of reviews that were four years old. Right? You either may think they've, you know, stopped caring about this product. 10:28 There might be a new version of this product, or individuals have stopped purchasing this, and you may wanna rethink your decision. And so, usually, when you look at recency, we want reviews that are three months or less in terms of how recent that product review was left. 10:42 Now the second aspect or second second tip for this strategy is balancing your supply chain. So what I mean by that is making sure that you have a mix of brand and user generated content coming to your product pages or at retail. 10:54 So this can be in terms of, you know, UGC in terms of reviews, but also show social content. If you've recently been on Target's web pages and their product pages, they actually show user generated content in their stock images. 11:07 So the last five spots, which is powered by Bazaarvoice, allows for individuals to send Instagram content to their target PDPs to actually then be featured on their target style hashtag page as well. 11:19 And then last but not least, and I saw, Vincent, you asked about distribution company. Let me know if this addresses that. But if not, we can definitely take that at the end. But, also, when you look at distribution, you wanna look at how you're you're sharing your content across retail. 11:32 So I alluded to this a little bit earlier in terms of social content at target, but, of course, review syndication is just important. Review syndication is actually shown to show almost a fifteen to twenty six percent lift in sales at these different retailers. 11:46 So figuring out how you cannot insure not only ensure that your reviews on your PDP, but also ensuring that you have reviews at retail so then you can stand stand out against the competition. 11:56 Angeline, what would you say are similar strategies on the attentive side? Yeah. I would say, there's a lot of similarities here on the intended side. 12:05 The awareness stage is where we're really focusing on how can brands acquire new subscribers onto their marketing list to then prime those prospective cuffs customers to engage with the brand and eventually make a conversion. 12:19 So similar to how reviews and UGC can be collected from a variety of places, we can also collect subscriber subscribers from a variety of places. 12:30 Attentive's platform is equipped with thirty plus list growth tools for our brands to take advantage of. So, let's go back to that example of Noah. 12:40 Let's say he's been doing his research on eco friendly, baby products, and he stumbles upon this particular brand called Sprout and Sprig, who's not only using Bazaarvoice, but they're also unattentive. 12:52 So when Noah enters their site, he's met by this engaging sign up unit that has a enticing offer to try to get him to, opt in for email and SMS that, ten percent off. 13:07 And on the attentive side, Sprout and Sprague can even be getting creative with sign up sources. They can recognize, for instance, that Google drives a lot of traffic to their site, but so does social. 13:18 So should they be perhaps serving a different, sign up unit experience, to Noah who's coming from Google versus other customers who are coming from social? 13:29 So that's another way to just add some customization to this experience and make sure you're you're targeting, customers in the way in the right way to be most engaging. 13:41 And then get them onto your list because list growth, of course, is critical, especially in today's day and age in this very competitive, economic environment. 13:51 You don't wanna just, potentially lose out on the opportunity of a prospective customer who visited visits your site, doesn't purchase anything, and then bounces, you want the opportunity to prime them for conversion in the future. 14:07 Additionally, the benefit here is Attentive's tag is living on Sprout and Sprague site. So that's not only how we are able to recognize that Noah's coming to the site for the first time isn't subscribed and serve him that sign up unit to engage with. 14:22 But then from there, once Noah has opted in, our tag is able to recognize him in the future as an existing subscriber coming to site and collect all of the super valuable data as he continues to interact with Sprout and Sprig and have different, behaviors on their website. 14:39 So we can make sure to then send the correct, engaging and personalized content to Noah in the future now that he's opted in to their SMS program. 14:51 Awesome. That workflow definitely looks familiar. I'm guilty of myself for looking for emails and texts of how I can get a percentage off. So, that's not I'm sure to many of the the listeners here, that's not a surprise as well in terms of that experience, and Attentive is definitely at the forefront of providing that. 15:10 Awesome. So, you know, we start off in that awareness phase. As Angelie mentioned, from an attentive standpoint, we can use text and email notifications to ensure that we are pushing Noah from that awareness to consideration phase. 15:22 And as I mentioned, from a ratings and reviews perspective, you know, as we're starting in social, as we're starting in Google, ensuring that Noah is taken to either your product page, even your Amazon page, or any other retailers where you sell your products to ensure that you have that constant UGC strategy. 15:39 So now that we're in the second phase, which is now consideration, then the question is what next step in Noah's journey is gonna take him to then ultimately make that purchase. 15:49 Right? So an individual like Noah would go to Sprout and Sprague, for example, to see their products. They might go to a competitor brand. But how can you ensure in this consideration phase that no one selects your brand or retailer to make that purchase? 16:03 So let's go through a few different strategies and how we can help ensure that. So, of course, you know, I'm gonna talk a lot about UGC and how that plays a important role in this journey. 16:15 But think about you as a shopper as well. Right? When you're going to shop for a brand you work with or maybe a brand new brand that you want to talk to or buy from, you want to ensure that you can own that customer conversation across the board. 16:27 Right? So in this case, I'm on Sprout and Sprague's site. I look at their reviews. I look at their social content. But I may have questions. Right? Is this actually eco friendly? What materials do you use? 16:38 How long will it take to ship the product? Right? Some of your brand some of you on your brand sites might have a q and a section. But if you don't, Bazaarvoice's questions and answers can also help complement your ratings and reviews. 16:50 So think if I have a question, I can go to the q and a section. I can ask that question. And then someone on your end or using Bazaarvoice's services, we can help answer that question for you. 16:59 We're actually looking at different ways that AI can help integrate with your q and a and ratings interview, some more to come there from our road map. But, ultimately, you want to own that customer conversation. 17:08 A second aspect is responding to negative reviews. I talked a little bit about earlier in terms of negative reviews are good for your brand. But imagine if you can then respond to those reviews and say, hey. 17:19 Understand your frustration. Would love to either give you a coupon code or would love to give you a direct line to our customer service. Right? So when you go look at those reviews and you see a brand like yourself responding to those reviews, that not only builds trust, but it also creates a sense of community. 17:35 And then, ultimately, it differentiates you from your competitors. This content can actually be syndicated out to retailers as well. So for those retailers that accept review response, that same review response that you send on your product page can then also show up as target. 17:49 So, again, you're controlling that customer conversation and that customer narrative across your full customer journey. And the second aspect, which I talked about a little bit earlier as well, is that social UGC or that social content. 18:03 Galleries, your LinkedIn bio, a variety of different solutions that can that Bizarro's can provide from a social aspect can help you, again, stand out against your competition. 18:14 We recently worked with a company called Taking Shape, which if you go on a bizarre voice dot com website, you'll see their case study. But in just three months with Bazaarvoice's social commerce solutions, Taking Shape achieved a seventy seven percent click through rate with our link in bio solution. 18:30 They boosted their metrics in the galleries by a two hundred sixteen percent lift in conversion, a fifteen percent average order value, and fifty eight percent lift in time on-site. 18:41 Again, I know these are just statistics, but I encourage you to take a look at the case study for taking shape because this shows their full journey where they started with ratings and reviews, They went to social commerce. 18:51 And then in only three months, they were able to see these huge lifts in their conversion. So, awesome job on the taking shape side, but, you know, that doesn't stop from any of you as brands and retailers to do that same strategy and see those same results. 19:04 How about on the attentive side, Angelie? Well, Babik, I love how you mentioned standing out from the competition. We certainly recognize on our end the importance of first impression. 19:15 So at the consideration stage, this is really where the welcome journey comes in for both SMS and email marketing. Now that we've collected a new subscriber such as Noah, we want to make sure that we keep him around and continue to prime him as a prospective customer, to not only further engage with the brand, but eventually make one purchase that turns into multiple purchases. 19:39 So, of course, best practices, we're going to serve up that opt in incentive, that ten percent off, that's so coveted and and got Noah to engage with the sign up unit, during the awareness stage. 19:51 But the introduction to this this potential customer shouldn't stop there. The welcome journey should be a multi touch, series that you're building out as a brand to make sure that you're really setting the foundation for a strong relationship with this new potential customer. 20:08 So think of the welcome journey, kinda similar to things that Bhavik was just talking about as an opportunity to provide educational content and reason to believe, to new subscribers. 20:20 So what are your value props as a brand? What sets you apart? Can you maybe lean into UGC, show off these awesome reviews that you've received from other customers and in turn implore this new subscriber to to take a leap of faith with your brand as well. 20:36 I also, similar to to q and a, think it's really important to have two way interactions in SMS and email these days. 20:45 So, SMS is really attentive's bread and butter that was, the start of of, our business. And we saw this this channel as an amazing opportunity to have, conversations with consumers. 20:59 And I think all of us as consumers really love the brands that go above and beyond in creating those personalized experiences with us. 21:08 Though I think we all are guilty of leaning into online shopping more and more these days over in store shopping. There's something to be said about that in store experience when you can interact with a store associate. 21:20 And that's something that I I think Attentive really recognized, as important and an opportunity for us to fill that gap in the SMS space. 21:28 So now you can leverage tools of ours such as two way messaging in your welcome journey to have that type of interaction with a new prospective customer and, you know, to pose a question such as what do you need help with? 21:41 What are you most interested in? And then not only have a relevant real time response. So in this case, Noah might be, most in need of help during potty time with with his baby, and and in turn Sprout and Sprague is gonna make sure to direct him to the right product on-site, you know, maybe even add a little, promotional benefit with a discount code. 22:03 But then we can store that data and leverage it in the future. So as we continue to have customers in the consideration paid, stage, try to get them closer to purchase by, leveraging this first party data that they've provided us for more personalized messaging in the future as well. 22:21 So I think SMS is a really exciting, channel in this sense given we can have these back and forth interactions with consumers now. 22:31 That's awesome. And I'm you know, as a individual myself, I'm always, you know, looking to make sure that my text, you know, notification is always at zero. So I definitely get the value of, you know, ensuring that you check your text over your emails. 22:43 Right? And so I'm glad Attentive has been in the tech space for so long where they can ensure that consumers like ourselves want to tech you know, use their text message way more than they they do email nowadays. 22:53 Absolutely. We know it's an intimate channel, and and we wanna make sure to, leverage that in the best way. So we're making consumers feel comfortable in that sense. 23:05 Awesome. So continuing on that journey, you know, our hopes for all of you as brand and retailers is to take Noah to that purchase phrase. Right? 23:15 He's done his research, started in social, started on Google, went to the PDP of different competitors, with the mix of bizarre voice and attentive solutions, he was then able to make that purchase. 23:27 Right? But, ultimately, you know, in that purchase journey, he might still have some questions. Right? And so how can you ensure that even in that last phase when he's right about to make that purchase, how can you open sure that he doesn't have questions like, should I wait for a sale, or do I really need these, or is this the best product? 23:45 And so let's talk about a few different strategies from both Zarvoice and Attentive to help Noah make that actual purchase. And, ultimately, you'll see as the next step is to go into that loyalty phase. 23:56 And so the first, of three tips, one is going to be continue building that trust. And so what I mean by that is we've, you know, targeted him from a UGC perspective, but, ultimately, you wanna make sure that review content is consistent across all your different channels. 24:13 So, of course, your product pages, whether you're non d two c or d two c, the importance of reviews from, as I mentioned, average time on-site, converting to maybe your where to buy option, or, ultimately, just making that purchase on your actual site is super important, not only on your brand dot com, but at retail. 24:29 And so making sure you know, using Bazaarvoice's network of almost thirteen thousand brands and retailers, we wanna ensure that the reviews you collect then go to all of your different retailers as well. 24:39 And so, again, making sure you build trust across that full shopper journey and, ultimately, you know, peppering in that social content as well. Right? When an individual like Noah sees you or I using that product with their child, they're more than having that emotional connection versus just a logical connection of ratings and reviews where they see words on a page. 24:57 And so that combination of social and text UGC is then gonna help him make that final purchase decision. The second aspect is streamlining your checkout. 25:07 And so what I mean by that is one example is shown on the page, which is ensuring that you're using, you know, Instagram or all the social channels available availability to add to cart. 25:17 But, ultimately, this is actually looking at the bigger picture of ensuring that however you show your UGC, making sure that Noah is taken to a path to purchase. 25:25 So if it's in your link in bio on Instagram, making sure that they can click a product and it takes them to their PDP or the page on Amazon or one of your retailers and ensuring that they purchase that product. 25:36 Or if it's user generated content at retail. Right? I'm sure everyone wants to sell their product at their brand dot com at retail, but ensuring that those products are available there, the reviews are available there, and, ultimately, you're able to show up when it makes the most sense for Noah, ensure in ensuring that he's able to make that purchase. 25:56 And then last but not least, I'll actually pass it to Angelie to talk about this. But this is a user of reminders, and Attendant does a great job of this as part of that purchase journey. 26:05 Yeah. Thanks, Pavic. So I think anyone who's used email or SMS marketing in the past certainly knows about the power of automation and journeys at Attentive. 26:17 We understand that it's critical for consumers to not fall out of the funnel and want to equip brands with the right tools, to make sure we're recovering, these potentially lost customers. 26:29 In in twenty twenty three, actually, we were able to help brands recover almost over two billion, carts that otherwise would have been lost by way of SMS messaging. 26:44 So take Noah, for example. He's back on Sprout and Sprague site, browsing again, seems like he's kinda finally ready to to take a leap and make that purchase, goes as far as to add a product to his cart, and then thirty minutes pass, an hour passes. 27:00 Noah doesn't take any further action. In the past, he might have been a lost customer from there, and Sprout and Sprague potentially would have never heard from Noah again. 27:11 But as an attentive customer, they're able to take advantage of the fact that we've added Noah to, Sprout Sprout and Sprague's SMS list. 27:20 They're able to recognize that he's back on-site and that he's fallen off and abandoned his cart, and can send a triggered message at the right moment to make sure that Noah gets back to the site and completes his purchase. 27:34 In the past, personalization for this type of message would typically just look like maybe including the name of the product, of course, making sure we drove Noah to the right page on-site, maybe even including a dynamic product, image. 27:49 But that was really as far as we could go with personalization, within these types of automated SMS and email messages. 27:59 But Attentive has begun to realize that consumers are understanding that these messages are templated, and they don't, have the same power that they did in the the past. 28:10 But we also know, that automation is is critical for marketers. We all want to have easier workflows. We don't want to have to work harder in order to make more revenue for our businesses. 28:22 So we kind of thought about what we could be doing to make, automated messaging more impactful and not feel like a one to many message, but instead a one to one message. 28:33 So we've been investing a lot in AI, and one of Attentive AI's, features that we've been rolling out this year is called AI Journeys, where we're actually taking this concept of those automated previously templated, journey messages and, you know, bringing them into twenty twenty four by way of AI. 28:54 So now Noah would actually receive a completely bespoke card abandonment message. It's different from the message that I would receive or Bawick would receive, because it's powered by all of the awesome data points that we've been able to collect from Noah as his time during his time as a subscriber of Sprout and Sprague thus far. 29:13 So we can really appeal to Noah with the right content, send him the message at the right time that we think he'll engage with it. And then from there, kind of bringing back that piece of two way interaction with consumers. 29:25 Let's say Noah is compelled by this cart abandonment message and actually has a question, and this might be the question that's inhibited him from purchasing thus far. 29:34 Attentive AI can come in and reply back to Noah, providing the correct information, to not only answer his question, but try to push him more towards, the conversion stage. 29:48 So this is kind of where we see the future of SMS and and email marketing going, where we're able to offer these more bespoke, experiences to consumers, that are more likely to drive them to convert and then eventually be loyal customers. 30:09 That's awesome. I love the use of AI. As I mentioned earlier, BizarroVoice is looking at ways to introduce AI, but I'm glad Attentive is ahead of the curve in terms of this conversation right here that's happening on the page. 30:20 We're certainly excited about it. Awesome. So, of course, you know, success for all of us. Noah ended up purchasing that product from Sprout and Sprague to the help of Bazaarvoice and Attendant Solutions. 30:33 But, obviously, he's gonna have a few different thoughts as part of that process. It might be satisfaction and some relief, but also might be anticipation and excitement. 30:43 We hope not, but there could be some second guessing. Right? Did I actually make the right purchase? But he's also gonna share his purchase journey with his friends and families. 30:51 Right? The word-of-mouth is sometimes a more hidden way of building loyalty, but, ultimately, if Noah likes a product, he's gonna share it with his friends. 31:00 And, ultimately, we want to ensure that that purchasing journey for Noah was one of the best that he experienced. And so, ultimately, what we wanna do now is Noah made the purchase, but how can we now make him a brand loyalist and help ensure that his friends and family continue to buy those products and he himself continues to buy those products? 31:19 So this there's a few different areas and some tips and strategies that we'll provide that ultimately will make all of your onetime purchasers ultimately brand loyalist. 31:29 And so from Bizarro's perspective, there's a lot of different experiences that after Noah makes that purchase that can help them, be more loyal to the brand, help share their experience, and then ultimately purchase that product again. 31:42 And so the first is the solicitation of reviews. Seems like table stakes, but you'll be surprised how many brands don't actually send review request emails to their customers after they make that purchase. 31:53 In fact, we did some research on the Bazaarvoice end, and review request emails sent through Bazaarvoice lead to anywhere from five to nine x more increase in review content compared to just relying on your PDP or the retailer to collect that content. 32:07 And so, ultimately, this will then lead to, like I mentioned in the beginning, quality, quantity, and recency for reviews, and, ultimately, ensure that individuals will purchase your product again, write that review, and you keep collecting those four and five star reviews across your different products. 32:23 When it comes to those review request emails, again, you can use text for this as well. But When it comes to the specific emails, we've used few different technologies to help ensure that we get the most value for those emails. 32:35 One is our in mail submissions. So you'll see that in the third screenshot from the left. And so that helps you then write that review directly from your email. 32:43 And then the second, which is multiproduct, allows for the individual to write reviews for multiple products when they purchase those products together. And so both of these, again, lead to that four to nine x increase in review rate. 32:55 But, ultimately, you use these review request emails to say thank you. So, of course, you're saying, hey. I noticed that you bought these products. Thank you as a customer. 33:04 The second is to conform confirm Noah's order. Right? Ensuring that, you know, he made that purchase. He's able to confirm that. He gets a reminder. And then, ultimately, the most important part is to ask Noah for that feedback. 33:16 How is that shopper journey? How is that product? You can ask secondary and tertiary questions like, you know, what was the purchasing decision? How old is their child? 33:25 And, of course, you don't have to display all this content. You can just use this for your internal teams. And then you can, you know, share it with your r and d departments or ultimately improve your product based on feedback from Noah. 33:37 Now, of course, the most important part, again, as from an Attentive side is to ensure this conversation keeps going from a loyalty phase as well. And so, Angie, I'll pass it to you to talk about what Attentive does to ensure that Noah is now a brand loyalist. 33:52 Sure. So I've spoken a lot about some of our key, or foundational, if you will, journeys for any successful SMS or email marketing program. 34:02 There's the welcome journey where you're really setting the stage, with the prospective customer, the abandonment journeys, or the other behavioral touch points where you're trying to keep them on track for the customer journey and finally convert. 34:16 And then lastly, I always implore the brands I work with to make sure they have a thoughtful post purchase journey in place as well. So, again, taking advantage of automation, something that you can set up, that's always running in the background to try to keep new customers engaged with your brand, remaining subscribed to these channels, and eventually pushing them towards their next purchase. 34:42 So I think pretty standard is a thank you message after, that recent purchase, that instant gratification, wanting to make a new customer feel special, maybe even letting them know their order is on their way, how can you track it, etcetera. 34:58 From there, you might even want to offer some educational content how to, take advantage of your new product when you receive it or any sort of instructions that are relevant, to use of the product. 35:10 And then once you know, that the customer has received that product, how can we start to, bring them in for interaction with the brand again? 35:19 So, of course, Bhavik just mentioned requesting reviews. That's certainly something that we could take advantage of SMS and email for within this type of post purchase flow. 35:28 You can include a message that asks for that review, upon knowing that the customer has likely received the product and and used it and loved it by now. 35:38 And then something I'm really excited about with our recent integration that we've launched is we're getting even more data from Bazaarvoice to power additional communications in this vein, for our brand. 35:50 So now Bazaarvoice can let us know that a customer like Noah received our text asking for for a review. He went ahead and made one, left five stars for that product that he purchased. 36:01 Bazaar boy let Bazaar voice lets us know, and then we can, power another touch point that's thanking Noah for his review, recognizing that we appreciate that UGC, maybe even giving him a a reward for his next purchase to bring him back into the, customer journey. 36:19 So I really love that data share now between our two platforms to further personalize this post purchase experience. Some other best practices from there is I think you everyone has to think about their own business and how the customer life cycle might differ. 36:34 So for some brands, the opportunity to start upselling or cross selling might come quickly. For others, you might have to hold off a little bit. 36:45 As marketers, you all know what makes the most sense for your business, but I certainly recommend post purchase touch points that are going back to those recent customers, you know, offering them product recommendations or complimentary, accessories that might go well with their last purchase and trying to prime them for that next conversion, maybe even offering an incentive. 37:06 We know that always adds to the likelihood of success with these messages. But there's certainly a lot that can be done, I think, in this post purchase series similar to the welcome. 37:17 Think about all of these various touch points, that you can add so it's a really robust experience for these customers and something that's, you know, constantly working, for you and and maximizing revenue for your SMS and email programs. 37:32 Awesome. Definitely agree. That's super exciting. We've already seen a lot of success with those brands that use both Bizarro's and Attentive, especially, like you mentioned, with that segmentation and getting that additional data. 37:42 So if you're not using it now, definitely reach out to either your attentive or Bizarro's folks, but we're super excited for the sharing of data across our platforms. 37:53 Awesome. So I know I promised, four different areas across Noah's journey, but there's a fifth bonus one that I do wanna talk about, which is insights. 38:02 Angelie talked a little bit about the insights that you get in the Attendant platform, but when it comes to Bazaarvoice, that UGC that you're collecting across your different channels, whether that's at retail, on your PDP, or through your social channels, we wanna ensure that you can, again, bring those insights back to your teams and improve your process or improve your products. 38:21 And so there's few different examples I've showed on the screen. If you look at on the left, which is titled a, this is actually looking at popular products with low reviews. 38:31 So think when individuals go on your web pages and they're looking at different products, Ultimately, you want your products to have a substantial amount of reviews. 38:39 I talked a little about at the beginning. A product that goes from zero to one hundred reviews sees a boost in almost thirty seven percent of sales. But imagine if you have products that are all just one review, two review. 38:49 Right? It kind of loses that trust for that individual when they wanna purchase that product. And so to help bolster that, we didn't talk a lot about today, but we do have an influencer community on the Bazaarvoice end, which is almost eight million members. 39:02 Just like shoppers, you and I, looking at different products, writing reviews. And so you can capitalize on those individuals, get hyper targeting for those individuals because we collect almost a thousand data points per member, and then send them a free product for a review. 39:16 And so we've seen a lot of success for brands that are maybe struggling to get reviews across certain products or they have a new product launch and they want fifty reviews on day one. 39:24 You can definitely partner with Bazaarvoice to help ensure the collection of that content. And then like Angelie mentioned, from the tenant side, you can always use text or email to then solicit those reviews or collect reviews on an ongoing basis. 39:37 For b and c, this will look at more of our comprehensive insights and reports using the bizarre voice platform. So b is looking at sentiment analysis. So we use natural language processing and AI on the back end to look at your individual products and then compare them to benchmarks in the category. 39:52 And so this will help you see, you know, how are you comparing against your different categories, against your competition, ensuring that we can provide recommendations to bolster your reviews. 40:02 And then lastly, using those same technologies, what you'll see on screenshot c, is looking at specific products with highlights and low lights. So a good example I like to use is speakers. 40:12 In some case, the highlight for speakers might be, you know and low light might be the word quiet. Right? Individuals want speakers to be, you know, high in bass, lot of noise output. 40:22 But then when you look at a product like a dishwasher, quiet can be a highlight. Right? Because you want it to be quiet. You want it to be silent in the background. And so our system is smart enough to look at the specific category of that product, look at all the different reviews that you're collecting across your different channels, and then provide recommendations on, you know, whether your r and d team has to fix a product or if you just have to collect more reviews because you don't have enough information, we can service those up on an ongoing basis. 40:48 So, So, hopefully, this helps complete the loop in terms of, again, starting from that awareness, going all the way to that loyalty phase, and then ultimately using insights on the back end to help continue that loop for individuals like Noah. 41:02 So before jumping to q and a, just wanted to provide some key takeaways, that we covered today. Again, this deck will be shared with each of you as well as a recording to the webinar. 41:13 So in case you missed it or you have questions afterwards, look out for that recording that we send in the next few days. But as those key takeaways, there's five that we five that we talked about today. 41:23 And so the first one is reviews drive discoverability. As I as we open this presentation with, ninety three percent of consumers rely on reviews when making their purchase. 41:33 And so how can you as individuals capitalize on that, whether that's the UGC from a ratings and reviews perspective, that social content, or that's using our partner attentive to then ensure that that customer like Noah is part of that review process and part of that customer journey. 41:50 The second, again, ties in very closely to the first, is those that review drives decisions. Right? So leveraging user generated content and that social content can help you from that full funnel approach to ensure that Noah sees your customer journey across all the different channels where you sell your product. 42:06 And, ultimately, you can use his insights and the insights of the consumers that write reviews to ensure that you improve your product and are showing your best foot forward. 42:17 From there, we want you to take away the importance of personalization and how we can enhance engagement. So I spoke a lot about some best in the email and SMS space, but I think, ultimately, top of mind for these channels nowadays is how you can have, personalized communication with customers at every point of the customer journey in order to best increase the likelihood of driving purchases. 42:45 Additionally, we want you all to take away that post purchase advocacy really matters. So following up with new customers, whether it's by email or SMS or all of the great tools that Bazaarvoice has to, elicit reviews in UGC. 43:05 It's really critical to not go radio silent with new customers once they've finally taken the plunge to convert. We want to make sure, that we're engaging them to, in turn ensure that they become brand advocates rather than just one off customers. 43:25 And last but not least, again, fostering those insights across your different products, whether that is, again, collecting those reviews through Attentive's integration or using Bazaarvoice's insights to ensure that once you've collected those reviews, you are improving your products to help individuals like Noah make that purchasing decision easier. 43:47 Awesome. Well, thank you all so much. I saw almost about sixty plus people join today's webinar. Super exciting to, you know, get to present our strategies and findings that have helped both of us in our individual companies see success across our brands and retailers. 44:01 We'll take the next ten minutes or so to answer any questions. I see some popping in. I can help, mediate those, Angeline, and then I'll share which ones are for attentive so you can, take a stab at those. 44:13 Sure. That sounds great. Awesome. So the first one, Vincent, I know I addressed a little bit earlier. Just wanted to clarify one thing you talked about, product reviews versus store reviews. 44:23 So those are definitely different channels. When you look at product reviews, again, those are focused on the purchasing decision, the actual product, the quality, things like that that are tied to that product. 44:33 Bazaarvoice also does offer store reviews. It's you know, being fully transparent is not as common, but we do have some examples. For example, Best Buy uses this across their stores for a store review, in terms of, like, the experience in store, what that looks like. 44:46 But, actually, what's super impressive about a lot of our retailers is they're combining this shopper and store experience or this online and store experience by actually showcasing those reviews while you're in the different aisles. 44:58 So one example is Best Buy. If you actually go down the aisle, if you're looking at a TV, you'll notice in their little electronic screens, they actually show the product reviews there. 45:06 And And then some retailers actually show a QR code like we have here on the screen to then open that you know, Target does that. You can open that product in the app and then see reviews there. 45:15 So a lot of our retailers are looking at different ways that we can look at combining both product and store reviews. Angelie, one came in from Attentive, which was he talked a little bit about, the Attentive and BV integration. 45:30 Can you give more examples of how data from BV can be used for SMS? Absolutely. So I mentioned one example of how Bazaarvoice is, providing us with that knowledge that a customer has made a review, and in turn, we're able to offer this new journey trigger, offering a message, usually a thank you message in response to review. 45:52 But we're also, receiving some other really valuable data from Bazaarvoice. For instance, like, the type of rating that a customer has left. 46:00 So I'll use Noah as an example again. Let's say he leaves that five star review. We have that granular detail of the type of, review that Noah left, for a brand like Sprout and Sprague. 46:13 And I think, that opens the door to some really exciting segmentation opportunities. So I know a lot of what I mentioned today was on the automated journeys front, but I'd be remiss to not mention one off campaigns, which are an awesome opportunity for personalization as well. 46:29 So let's say you want to, let any customers who've left a review of five four stars or higher have exclusive access to an upcoming sale as kind of a reward for being such loyal customers. 46:43 Or, conversely, you can recognize, the customers and subscribers who have left lower reviews. So maybe you need to be targeting them differently in order to build more positive rapport for the from these customers and make sure that they don't drop off. 46:58 So those are a couple of examples of, the awesome data points we're getting from Bazaarvoice that I think brands can really start to leverage more in SMS and email. 47:09 Awesome. Thanks for that. Nicole asked, can the same reviews be used across variants across different retailers? Nicole, for the most part, yes. 47:18 But why I say for the most part is when we're looking at product variance, whether it's, like, you know, depending on your industry, but it's maybe color or size, Those reviews can definitely be shared across, different products at different retailers. 47:30 Why I say, you know, it gets a little bit tricky is when we're talking about, packages, right, like combined products. You can definitely share, you know, bundles on your own own sites. 47:40 That's you know, you can take one product, combine it to a bundle, and share reviews across that. But when it comes to retailers, that's a little bit, against FTC guidelines. 47:49 So at retail, when we're looking at, you know just take, for example, cleaning products. Right? When you're looking at a cleaner, the wipes, and maybe a scrubber, At retail, that's where it gets a little bit nuance where it is a different experience when it comes to retail because, you know, you maybe at retail, you wanna buy all three products. 48:06 But, you know, in some cases, the retail might be just selling the scrubber by itself or the wipes by itself. So, yes, you can share reviews across bundles or across variants, but it does get a little bit tricky on the retailer side. 48:17 So, hopefully, that answers your question. If you do have additional questions, please reach out. Like, happy to go into a deep dive and show some examples. But we get that quite a bit in terms of sharing reviews because, of course, you wanna ensure that one review is shared across all your different retailers. 48:35 One other one Vincent asked is, but can you migrate old Google reviews? That depends on the Google reviews you're talking about. If it is, you know, Google dot com reviews for a specific store, bizarre voice doesn't really collect those reviews on Google's behalf. 48:49 That is tied to you have to go to Google and write those reviews. If you're talking about Google seller ratings, those are reviews that Bazaarvoice can help collect. 48:58 Unfortunately, from a Google standpoint, you can't migrate those reviews or transfer those reviews. Those are always gonna be Google seller rating reviews, but Bazaarvoice can help enable a strategy to help you collect more reviews. 49:08 So, if those are of interest, Vincent, definitely reach out, and we can take a deeper dive as well in terms of what that looks like. Angelie, I'm gonna pass this one to you. 49:18 Courtney asked, is SMS available in markets outside of US, like India or other APAC or EMEA countries? Yes. That is a great question. 49:28 So Attentive can power SMS programs in over twenty countries now, including, in the North North and South America, Europe, and APAC. 49:37 And we're just continuing to expand into different markets. So certainly implore you, Courtney, if you're interested to check out our website. It's just attentive dot com, and you can find out more about the different countries that we currently work in as well as, the various products that I spoke about today. 49:56 Awesome. And, Angelie, last one for you from Rebecca was, does your strategy oh, sorry. Nope. That one is for me. When you talked about Attentive dot ai, you mentioned this idea of one to one messaging. 50:08 How else would you recommend incorporating personalization into SMS? I love this question, so thanks so much for that. 50:17 I think there are a lot of really exciting opportunities nowadays as I mentioned. Kind of going back to one off campaigns in in the question I answered previously, I think a top lever to pull in SMS and email these days when it comes to personalization is segmentation, making sure that you're targeting the right, consumers with the right content. 50:41 And I think something that we find really important at Attentive is making sure that we continue to build our market our marketplace to be robust and include all of the different vendors that our brands might be working with within their tech stacks because we recognize that these other platforms are collecting some really awesome data points that Attentive might not have directly. 51:03 Take Bazaarvoice as an example with our integration now. So we want our brands to be able to take advantage of all of these awesome data points that they have from throughout their tech stack to, incorporate into their subscriber profiles and in turn have this really vivid picture of their subscribers to best, target messaging in both email and SMS. 51:25 And then also going back to Attentive dot ai, I did, you know, talk a bit about AI Journeys, which is just one product that we're, we've released with a Attentive AI. 51:36 We also are are looking into or releasing other products when it comes to different aspects of email and SMS. 51:44 So one of our earlier, features was a copy assistant, making sure that we help brands create the most effective and dynamic content in, these channels. 51:55 But we're also releasing features that have to do with understanding the best customers to target at an ideal time because they're the most high intent at that moment. 52:06 So we're really excited about the doors that AI is opening for SMS and email to make it that much more hyper personalized, and, we're certainly lucky to be at the forefront of that. 52:17 But, again, if if anyone's interested in learning more about Attentive AI, we have a bunch of information on our website, and we have a wait list for any Attentive customers who might be on today who are interested in trying out those features. 52:30 So definitely feel free, to to add yourselves to that list. Awesome. With that, we will end today's webinar. 52:41 So I wanted to say thank you again to each of you for joining, dedicating time to listen to Angelina's talk about our different strategies. Hopefully, this is beneficial and maybe, you know, sprouted some interest in either BizarroVoice or Attendant if you're not a current customer. 52:55 Or if you are, maybe capitalizing on some areas you're not currently using. And we mentioned AI as our voice. We know we have our social and UGC strategies. 53:04 But thank you again. A recap of this along with the recording will be sent to each of you. So if any questions arise, please reach out to either your BizarroVoice or Attentive account owner. 53:14 Or if you're not a customer of one of the other, please reach out either to us on LinkedIn or reply to that recap email. I'll definitely get you in touch with someone on either end. 53:25 Thank you all so much.
