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Summary of Project:
Currently, Marketplace Partners cannot connect with actual users of their app. They can connect with Technical contact (usually the admin) and billing contact (usually the finance contact) who are often not the users of the app.
“Request a demo” is a feature that will allow Partners to directly connect with the potential users of the app. This can help them to identify high-intent customers, improve evaluations, receive 1:1 feedback, and plan better for future iterations.
- Author: 9 Feb 2023
- Publish: 9 Feb 2023
- Discuss: 27 Feb 2023
- Resolve: 9 March 2023
Problem
As a business owner, our Marketplace partners like have a close connection to their customers - to onboard them better, to increase awareness of new features of the apps, to gather feedback, to offer special discounts for customer loyalty, and always remedy an unpleasant experience when someone is churning. Customers feel more connected to partners that offer either direct one-on-one interaction, especially during trial or who show them that they know their customers better
Proposed Solution
The first phase of solving this problem is to enable customers to request a demo from partners. This will enable partners to converts potentials leads to evaluators. This will help them to onboard customers better, increase awareness of new features of the apps, and will be a great enabler to gather feedback from customers.
During partner connect sessions conducted with about 6 partners, we found that most partners aligned with this and looked forward to having a way to pitch and connect with customers directly. Some partners expressed concerns regarding scaling their team to handle the requests, which is why we will be operating it through an opt-in manner where Partners can choose to opt-in per app.
Customers will be able to request a demo of apps of partners who have opted-in to provide this capability.
[Please note that these are sample screens, subject to change.]
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Touchpoint
- Partners who choose to opt-in for this (the decision will be done at an app level) will have a touchpoint on their app listing page, which will be visible to all users visiting. Partners can choose the specific apps for which they want to run this feature. They can also set a limit for the number of incoming demos per day for each app. During the initial launch, partners will be able to opt-in via high-touch mechanisms like signing up a google form etc.
- We will be providing an introductory spotlight for this feature so that customers get versed with where the touchpoint is located.
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Experience for Customers
- Who can request a demo? Customers with a Marketplace account can choose to request a demo by providing minimal, necessary information. The aim of collecting this is to allow Partners to be able to directly reach out to the requesting personnel and have enough background to prepare a demo.
- What is the information collected? Currently, we are focusing on getting their basic personal information, and organizational needs. We are open to your feedback regarding what information would help you better evaluate high-intent customers. In the first iteration, there will be no meeting scheduler integrated into the experience. However, based on the usage, it is on our roadmap.
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Experience for Partners
- All the information collected will be shared with both the partners and the customers (the same copy is shared with both parties). For partners, this will be sent to the email ID provided during the opt-in stage or to the support email, by default.
- You can get in touch with the customers to find a common slot that works for both parties and set up a demo over any channel that works for you.
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Feedback
- Customers will receive an email 1 month after their request date to quantify their experience in the demo.
- Customers will receive an email 1 month after their request date to quantify their experience in the demo.
Actions
- Do you think introducing a ‘Request-a-demo’ feature on your app listing could help drive better results in terms of evaluations and direct customer outreach?
- What features or additions to this would make it easier for you to manage, schedule, track, and follow up with customers for demos?
- If the feature were to be introduced, is your organization currently capable of meeting up with the additional requirements of conducting 1:1 with users?
- If you are interested in a follow-up 1:1 with our team to share or know more, please leave a comment on this post and we will get back