I came across this particular tactic a few days ago & really fell in love with the mystery of it. Canva are a fellow Australian startup that makes designing a website super easy, it’s completely free – they make money from stock images inside your posts.
One of the hardest things about running a competition can be ensuring that your users are actually aware that you have one running, many businesses get around this by featuring their contests prominently on their homepage or by running a promotional banner across their popular pages.
This becomes difficult, especially when you have users landing on various parts of your site that don’t promote the contest at all. Luckily at Gleam we have a solution to help you show your competition to every user that visits your site – via our auto popup.
I’ve wanted to write this piece for a while now, after bootstrapping in Australia for over 5 years we’re finally getting traction. It’s been a long hard slog, we’ve failed at almost 8 ideas & taken absolutely no funding. Maybe that’s another story – for now though I want to talk about how growing a Startup or idea in Australia is terribly difficult.
This isn’t a rant; instead I’m trying to highlight some of the current challenges I see in the Australian startup scene – which could be a reason why we don’t see more successful startups or investments in our lovely country.
In November we wrote a post with 16 growth hacking tips that have resulted in some sort of positive metric growth for us.
One of the tips talked about how our widget is one of our biggest drivers of new signups (over 30%), I also mentioned that I really wanted to see if we could squeeze this number higher. Since our widget reaches over 1.3M eyeballs a month currently, this is a very scalable growth hack.
By default we include a Powered by Gleam link at the bottom of our widget. The clickthrough rate on this is approximately 0.006% which means that roughly for every 1M unique users we’ll get ~6000 users click through to our competitions page.
Here’s the footer link in action:
Over the last 6 months, one of the things we’ve found incredibly important is ensuring we always provide a high level of customer service for anyone that uses Gleam. Looking at our data, users are 50% more likely to upgrade to one of our paid plans if they have interacted with us across one of our customer service channels.
I’m not a huge fan of the word customer service. It makes us sound reactive to the customer, only providing them service when they need it. We shouldn’t be just servicing our customers, if anything we should strive to have all the tools & information available for customers to service themselves.
I much prefer to think of it as doing everything we possibly can to provide a great customer experience. Which extends to things far beyond what you might consider in the typical customer service workflow.
In this post I’m going to break down some techniques that you can use yourself to ensure your customers are blown away by your own experience.
Whether it’s a sales related email or customer service, nobody likes waiting days for a response. With Gleam, the maximum time it could take for a response could be a maximum of 7-8 hours (i.e. you email us at exactly 11pm Australia time). However, often than not that rarely happens.
Most of the time we’re around & we aim to reply within minutes (sometimes seconds). Believe it or not, customers love this. I often get customers tell me they lodged a support ticket with a competitor which took 7 days to respond to, that is not cool.
There will be times when you’re not around to respond, make sure you always have your support inbox on your phone also. I use Mailbox to manage all my accounts on my phone, I also have a very specific email signature that lets people know I’m on the move (and on mobile), I have found this greatly helps by letting people know your current support capacity, but some also really like that you’re able to give that personal touch even when you’re not at a computer.