5 Steps To A Successful Webinar
David Abrams is the co-founder of Demio, a webinar platform built for marketing.
When he was working at a job, he learned about digital marketing, SEO, content, advertising, and managing web design teams.
After that, he started an agency business, providing digital marketing services to individual businesses — like building sales and marketing funnels, setting up the automation, etc.
Eventually, David got drained working with clients and felt that he was building other people’s businesses, and not his own. He, too, wanted to build his own product — and he and his business partner built a webinar tool — Demio.
In this episode, you’re going to discover how to leverage the power of webinars to engage with your audience on a deeper level and hence sell more offers.
Here’s just what one of David’s clients say about him:
“David is one of the greatest, if not the greatest person I have ever worked with. His intelligence with the Internet and technology still continues to amaze me. Without David Abrams, Mojo Video Marketing would not have half of their websites, sales funnels, and webinars. He is the real deal and anyone is his looking for graphic design help, website help, SEO help or anything to deal with current marketing, David Abrams is the man to go to.”
Co-Owner of Financial Potion
In this episode you’ll discover:
[01:53] How David became a SaaS co-founder
[06:00] Why david decided on building a webinar tool and why being naive helps
[08:21] The most common misconception of using webinars to sell courses
[11:18] Problems people face when trying to run a successful webinar
[12:55] How to optimize your next webinar based on data/feedback
[14:49] How to follow up with webinar registrants for more sales
[19:58] How Demio compares to Zoom
[22:52] 5 steps to a successful webinar
[28:11] How to turn a failed webinar into a win
[31:38] How to get attendees to pay attention to you during the webinar
[33:19] #1 advice for people who want to be successful at selling via webinars
“Just because webinars have been “abused” as an instant sales generating tool… doesn’t always mean it has to be that way.”
~ David Abrams
Interviewer (Welly Mulia): Welcome to another episode of The BirdSend Academy podcast. This is the show for online course creators who want to build a profitable business by sharing your skills and knowledge. This is your host Welly Mulia, if you are not listening to this on our website, go to academy.birdsend.co/7 to get your show notes. This show is brought to you by BirdSend Email and Marketing Tool; the only email and marketing tool specifically created for online course creators. Get your free forever account at birdsend.co.
Today’s guest is David Abrams, David is the co-founder and the CEO of Demio Live Communication platform built to help SaaS companies feel grove through interactive onboarding, education and marketing webinars. David has created, built and sold multiple softwares and is now focused on building the most powerful webinar platform designed for growth, he is an operations geek, team builder, foodie, traveler and philanthropist.
In this episode, we are going to cover how to use webinars to sell more of your online courses. David, it’s great to have you here.
Interviewee (David Abrams): Thanks for having me everyone, I am really excited to be on the podcast, to share some knowledge with everyone and yes I am excited to be here.
Welly Mulia: Cool. So, David you built Demio which is a webinar platform, I know that you were previously an internet marketer which is totally different with Demio, which means you are a SaaS product owner. How did you transition from and being an internet marketer to a SaaS business like Demio?
David Abrams: Yeah, I know that’s a great question, and it is kind of a fun journey and I wanted to make sure it is known that I am one of the co-founder of Demio, I do have amazing co-founder who was also in internet marketing as well, so we kind of have the same journey, but really I came into internet marketing like a lot of people, I had a job in marketing and the company I was working for was selling digital products and I really got into the world of digital marketing, just trying to figure out, how could we sell products online? Started learning content marketing, SEO, advertising, started managing graphic design teams and web teams and starting to understand how you can create media channels and sales pages, webinars and all those other things, so I really utilized the job to learn all these different things, and when I branched out on my own to become an internet marketer, I started to launch what I call an agency, but it was really to begin with me selling services online to individual businesses and this was about 7 or 8 years ago, so this was still when there wasn’t as many agencies as there are today. But I went through that and I built up the team, I didn’t love that part of internet marketing which was like the service-based stuff, you would do services and you would be tied to this company. So, I tried to reform the company to be about marketing specific tactics, so it was just like web design development kind of stuff, I started doing marketing funnels before Rustle Brownstein came out with his own book and funnel became the keyword, I was building these campaigns out in infusion soft, and a couple other different platforms that had automations back then, so that was really good, I was doing really well, but I still kind of got drained working with clients, like just feeling like I was just building my own business, I constantly felt like I was in the trenches trying to build other people’s businesses, and all my time was into them, and I really wanted to get into a product where I owned the product, the work that I did grew, but there was also a little bit of fear in me because I was saying goodbye to services which paid all my bills, I had employees, stuff like that. And so, it was kind of a scary transition and you also had this thing where all of a sudden you are bedding everything on yourself, there could be 6 months of no income because you are no longer just doing services for those other people, and it is kind of easy, like an easy way as internet marketer to do services, when you are building your own product, you take a lot more risk, right? So, I started building a couple of small softwares and I built the first one and it was Infusion Soft ad-on, and I built two more, sold them off and then eventually became friends with my co-founder in Tempo, we met up in a mastermind, and we were just kind of helping each other along the way during this kind of process of us building and upgrading our businesses as we went, and we were both using webinars in certain ways, I was helping webinar campaigns being built, utilizing some parts of my business, he was utilizing to sell his digital marketing services and SEO products and stuff like that, and we just found a major hole in the market place. At this point, I kind of had honed my knowledge around how to build teams in the operations and the development side of the things, I had learned from these different agencies and I was able to bring that to his vision and we kind of came together and started this process. About now, almost 4 and half years ago.
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Welly Mulia: Interesting. I know that before the Demio journey, it’s interesting you said you were in the agency business, then Demio. I think somewhere in between or so, there was a certain period of time that you also released products in the internet marketing space, right?
David Abrams: Definitely.
Welly Mulia: So, you mentioned the Infusion ad-on, and why webinars? You mentioned that there was a major hole. What made you decide to? Because there would always be holes in the industry. Why did you decide on webinars?
David Abrams: You kind of asked a couple questions there, so I am going to answer both things. There was many periods where I was doing internet product launch, where I was launching information products, so that was kind of like my first steps into building up that product that I really wanted, like I said, so I started doing that, I partnered with some people that had products and I did the marketing side of things. But really, the way I look at a lot of these things is that I am trying to up-level every time, I am just trying to take another step up, can I learn how to do this? So, I started doing some product launches, making money with that, then we started building software, product launching those and so that was really like the internet marketing products, but when we got to the point that me and my co-founder were kind of coming together, the hole in the market that we saw when ‘go to webinar’ was kind of like the king here for pretty much all of the internet marketers, but it was continually crashing, and there were problems, it wasn’t built for marketing, we were having issues, to build webinar campaigns and I was building funnels for customers, it took couple of days sometimes to put these campaigns out, so we had this vision, this pain point on social media, on forums, people were vocalizing, can someone please do something about this? Can someone please fix this? And we were like, okay, awesome, the marketplace has this pain. Now, the real transparent truth is that when we started down this journey, we were a little naïve at how I guess it would be easy… we thought it would be easy to do this, based on our knowledge about building products, we were like we could build this out, but this was an incredibly difficult product to build and during the process of us building it, things like webinar came up and other competitors started popping up, so what was once kind of a less competitive market place, became more competitive because of technological things like Google Hangouts people built on top of, or the list of web ITC, so there’s still a lot of technical hurdle to get in the webinar space, and I don’t envy anyone who decides to create a webinar company because of how difficult it’s been, but I think that because we were so naïve, it allowed us to go into a journey which was very rocky, it took us 2 years to get our product to market it.
Welly Mulia: Okay, cool. So, having been in the webinar space for so long now, what do you think is the one misconception about using webinars to sell courses?
David Abrams: That’s a great question. Webinars; a lot of people think of them in the internet marketing terms which is sometimes just purely sales-oriented, slimy, boring, there is an intro for 30 minutes about the person and then it is heavy on the pain point, and it’s just selling your course. So, I think that especially inside the circle of internet marketing, so many people, that’s what they think, when they hear the word webinar, but the truth is, now that we have been doing it for some years, we have seen all of the different industries across the world and how people are using webinars and you have to understand that webinars are one-to-many live communication platform or one-to-many live communication strategy that is vital for businesses, it is the basics of business, it is relationship building, it’s networking, it’s transparency, it’s trust building, it’s credibility building, it’s storytelling, it’s all the powerful things in business and there is a lengthy of used cases, you can used them for lead generation, demand generation, onboarding, training, education, branding, again it could be sales at some lower level, it could be retention, it could be higher level training to keep your SaaS customers longer, right. That might be pay trainings or there might be advanced trainings for users on a monthly basis where you might do a webinar and keep your users longer, because now you are increasing the user-understanding of your product. And I think that the problem is that most people, when they hear webinars, they are looking at it from the short-sided kind of standpoint of, I want to get as many people on here and just drive my revenue up and make a bunch of sales right now, and I see that a lot in internet marketing, and you can abuse strategies, you can abuse tactics, but when you truly understand that there is so much power in having this live communication, you can really build great relationships, build a solid pipeline to carve qualified leads coming out at the other end. So, I think the misconception is just that, just because it has been abused doesn’t mean that they all have to be framed in that perspective.
Welly Mulia: Yeah. I agree in this industry that we are in, a lot of people think that webinar is only a tool for making sales. Like you said just now, it’s more than just that, you can actually onboard people, build relationships, have trainings, tutorials and just connect with your audience, so that’s a great one. What do you think is the number one problem people face when it comes to hosting a successful one?
David Abrams: I think there is a lot of problems that people face, and I guess you would have to ask, where are they in their business cycle? So, I think like someone just starting out might have a different problem than someone who’s got like 10 million dollars a year business, I think each segment of the market may have different problems. But the number problem that I see people face when they are trying to host a successful webinar is this is their first time with webinar most prevalent is thinking that they are going nail the campaign, whatever the campaign goal is, thinking that they are just going to write this, and they are going to put it up on the registration page, they are going to put an ad out and nail it. The third process here is that webinar is like any part of your marketing, an organic process, it takes time to test them, to optimize them, to see what reactions you get back from your market place, angles that you talking about, the right angles, the solutions that you are talking about, the actual solutions that your market place wants or needs, things that you are talking about, the stories you are telling, are you being engaging enough? Like this is something that you should utilize every day and sometimes maybe weekly, maybe monthly, but this is something that you can use all the time in your business, so why would you just want to do it one-time and be like I am done, one-time we are good, think of it organically, allow yourself to look at the metrics and kind of figure out what to change, but when you go into it, just make sure that you have the mindset for that.
Welly Mulia: So, you mentioned about all these different moving parts, the testing, optimizing, maybe the angle is not right, maybe you are not telling the right story that connects with your audience. How do you go about testing and then optimizing your next webinars? How do you test it from the current data that you have?
David Abrams: Well, I think it’s two things, I think one, the best part about the webinar is the live communication aspect of it, you can get live feedback from your audience, you can use polls to understand specific things, where are you in your market place? Do you like this? Yes, no… You can get this actual, real-time cues, you can get questions at the end, are there a lot of questions that was not answered? Were there a lot of confusion about what the offer is, if it was a sales webinar? Did people understand the training? Do you need to optimize that? I like a lot of times to stop, and be interactive with my webinars, so I would literally sit there and ask questions throughout and make sure that people aren’t just sitting there, listening, like it’s a video, I want to interact, to be part of it, so I am using polls, I use handouts, I am asking questions, I am stopping, I might do a contest at some point. The other thing is you want to look at your analytics and see where are people dropping off? How many people showed up? Is my hook from my webinar even strong enough to get people to show up? What percentage of this people did show up? And can I look at who that audience is? Are they my target market? Were they the wrong target market? So, those things actually give you data to see… the biggest things you want to pay attention to is your hooks, the big ideas as Tod Brown likes to say, ‘the big idea of your webinar, is it strong enough that it is attracting the right people and the right people enough’?
Welly Mulia: And how do you go about… You mentioned just now from the analytics part where you can see who showed up, who didn’t show up, so what do you do with these people… After the webinar, of course you are going to have a follow-up, right? Usually that’s what happens, and are you doing different things with the automations depending on who showed up and who didn’t show up, they get the same message or different message, how does that work?
David Abrams: Totally, so I am a big proponent of first of all; simplicity, so if you are coming in for the first time, and you are running your first webinar, don’t get overwhelmed with all these different campaigns, focus on the actual presentation itself, that’s the critical piece, once you have some kind of things going on and you feel good about it, then you can start looking at building those follow-up campaigns. Now, inside of Demio, we give you analytics to see those segments and also hook it up to your CRM, to automatically have this segments go out, so that if you did want to have these email campaigns go out, we would automatically segment them for you and what I typically do for those who do not attend is, I try to get them back to an on-demand replay, then I want to do an on-demand replay so that I can make sure that I can see that they signed up, I can see how long they watched in that on-demand replay in Demio and stuff like that. But you can also take them to a video replay or just a video on a page but it does not have the same experience. For those that don’t attend, typically what I am doing in that campaign is I am trying to just really drive them to that video, I want them to watch, I want them to see it, then I am going to be kind of slowly softly talking about whatever that training was, or if there was an offer for sales, I might be slowly talking about that. For those who attended, what I typically do is I have a goal in my campaign, by this again, I am talking about through the lens of a sales webinar, I am going to have a goal of that campaign being like, if they buy the product, pull them out of this campaign, but if they attended and did not buy, I would… again something about the replay initially, but then what I would do is I would create emails that basically outline all the major objections that people typically have for buying my product and I try to overcome these objections. The best way you can do this is with videos, testimonials, case studies along the way, and I would link them to the offer as I go to through the objection overcome, but the goal here is, for some reasons, these people attended, they had a chance to watch the video, but they haven’t bought yet, and I want to get over any objections they may have, so I am going to try to answer as many of those as possible.
Welly Mulia: And regarding the on-demand replay versus the video on a page. What is the difference between that?
David Abrams: So, on-demand replay in Demio is basically a webinar where they would sign-up for it again, or you just have like a one-click link, where they click it and they log right into the webinar room, but in this case, it would play inside the Demio, just like it was live, with our on-demand webinars, you can see all the chats coming in, but here you can launch the polls again, you can launch the handouts, you can call their actions, just like you had them in your live webinar, so the experience, even if they didn’t make it, would still be similar, a lot of times, with the video replays, what people do is they just scroll through the video, they just scroll through the content, is there anything I like? They look at the offer and then bounce off the page, so you have a really low kind of engagement on those replays. With on-demands, you can utilize the same power of those actual webinars, by having an on-demand replay, then of course you can see analytics of those on-demand events as well.
Welly Mulia: And with the on-demand replay that Demio has, do you have the live chat as well? I mean, the participants can see, but they actually ask questions like typing inside the live chat?
David Abrams: They can, a future feature that we are having coming out here very soon is we are going to have the ability with those messages to eventually be able to… this would probably be real soon, but be able to save messages into the timeline so you can save their chat, so you are also going to be able to turn on notifications to get email notifications when those chats are coming in, be able to email reply to them. Eventually, we are also going to have somewhere where you can have a direct reply as those messages do come in, into the chat. But that’s going to be on-demand, now if you have an automated session in Demio, let’s say you sent to people that did not attend, like hey, we are hosting this session 3 more times tomorrow and this is going to be our schedule recordings, pick a time that works for you, you can actually log in to schedule sessions and chat with people that are live in the chat.
Welly Mulia: Nowadays Zoom is getting very big; how does that compare? Zoom is initially meetings, but they have an ad-on for webinars as well, I have been on training programs where the whole training session was held on Zoom, so how does that compare with a solution like Demio? How does that compare? Well, I think we have multiple competitors that are bigger competitors, and I think that you have to understand that Demio is not just live communications, I look at Zoom, I look at Go-To Webinar, both of us are just like live communication platforms that were built through the lens of meetings first, and then they were like, okay, let’s add on some other things that we can do with video communication. So, that was the basics behind it, for us, we built Demio through the lens of marketing and sales and they were met, that is the goal of the tool, it just happens that the medium right now is webinars, but we can open that using live communications to do anything, meetings and sales demos, summits, all types of things, but by being at the core marketing and sales and they were met, are functions, are features on how things work, the interactive and engaging tools that we have in analytics, all of those things help you drive more results of whatever you are looking for, and I think that is the key thing and the key differentiator. I think also, our usability, our customer experience, and our attendee experience, we really put a ton of time into building a platform that attendees love to join, it’s in the browser, it’s one click, it’s intuitive, there is no downloads, there is not a lot to figure out, and for presenters, there is nothing you have to learn, you could be a first-time on there or your 50th, a couple bonds is really easy and beautiful to utilize.
Welly Mulia: Awesome. So, are you and your partner programmers?
David Abrams: Yeah, one of us, we are both business, marketing and operations founder, so we do have the engineering team has been kind of the saviors of Demio.
Welly Mulia: Okay. So, did you use your previous skills as hiring teams? Did you hire and recruit them all by yourself?
David Abrams: Exactly. So, that was some of the skill set that I brought to Demio was hiring and hiring is something I have done for many years now, based on the kind of journey that I have had. So, we hired an amazing team, we have an awesome team that we’ve all hired individually, we have created a great culture here at Demio, the remote culture, and it is so awesome to see this team, I am so proud of our team. But I have also helped other SaaS companies hire great people, build their teams and help them build their culture as well, so it is something that I definitely enjoy doing, and I feel that is one of my strong suit, as an operational founder, but it is not easy, hiring is never easy.
Welly Mulia: Yeah, definitely. A lot of people that I also talk to, also including myself think that hiring is very hard, because a lot of people are not good at managing people, so that part is definitely challenging.
David Abrams: Yeah, it can be.
Welly Mulia: So, what do you think is the step to a successful webinar, when I say successful, I mean sales here, because we are focusing on how to get sales using webinars.
David Abrams: So, what are the steps that you have to take?
Welly Mulia: Yeah, what are the steps that you have to take to make a successful webinar? I know it is a lot to cover, but you can give the gist or the summary of it, so that listeners here can take advantage of your knowledge and experience and they can execute the steps based on what you are going to share.
David Abrams: Yeah, there is a lot, and we have like a full course on this, it’s like 50 plus videos that goes through this whole thing at Demio, and it does seem kind of overwhelming when I say it like that, but when I say the key thing that I think is most overlooked is first understanding your customer avatar, truly knowing what the pain points are that your customer in your market place has and the solution that you are providing for them, the bigger the problem that you are trying to solve, the more results your and eyes you would get on the webinar. So, it all starts with that customer avatar, then it really has to do with, again, finding the pain points, understanding what you are going to talk about and how you are going to have that solution laid out, the next thing that really matters is your offer, because you could have the best webinar in the world, but if your offer isn’t well put together, isn’t well-thought out, straight forward, easy to use, and a no-brainer deal, then the whole thing can also come down on the sales webinar, so the next thing would be looking at your offer, what does that look like, does that also help solve the pain point that you are looking at, how can you build in new bonuses or new ad-on or fast action items, how can you reduce the risk, mitigate risk with great guarantees. and not only just money back guarantees , but can you do anything above and beyond for people to really reduce, mitigate that risk, then of course it is laying out the content, and we typically walk you through this, in our courses and stuff like that, then we are really saying that you have to make sure you kind of have the offering, and then you build the content based on the pain point and you are really trying to teach and sell, meaning you are trying to build in these open loops of your solution in the teaching aspects, so it’s not just like, hey, I am going to educate you for 30 minutes and then you just randomly flipped me to sell your product, your job with the content is to open-endedly talk about the problems that they may be facing, how to solve them, but also giving contextual clues that when you get to that pitch it now makes sense to your content, so an example of that would be helping someone, talking about the golf game and this is how to improve your drive by 100 yards… But all the way through, you could be talking about how it is about… the type of club and how you are holding it, or the type of swing you need, and pain points that a lot of times you see people with their stance, and that’s the big thing that people need to understand is 3 mechanisms of the stance that you have to know, you go through those 3, and you say, wow, there are actually 7 different things that you have to pay attention to, and we will get into that later… And then when you get into your solution, stuff like that, you can actually then kind of link it back to that content, after that, you kind of get to your content, then work on that intro, the retention strategies throughout, then you need to think about your registration page and this is one of the biggest ones, you want to make sure you are testing that headline and hook, and you can even do this task before you write your webinar, just to make sure that the content and the major piece of your webinar is the thing that has the highest need in the market place, does your target audience even have any interest in learning about this? I have run polls in Facebook groups, I have run ads, just to see what the interest level is, I have had opt-in forms up, just to see if I can get opt-ins for a specific webinar before we even wrote it, so it is kind of like a minimum viable webinar, just to see like will this really attract people’s interest, that registration page hook, that headline, the bullet points, the copy, all that stuff on the registration page should really be the selling point for your webinar, because that would be where you get the most registrants in, and then of course you need to be able to get them on the webinar by having that webinar be a good training, educational piece that really helps them solve that pain. Again, it is a big process, there is a lot of things but it really all starts with understanding your customer, knowing the pain points, understanding the hook that you are going to use, really making sure that you have a strong offer, creating a presentation, having a registration page setup, obviously then launching the webinar itself, paying attention to your analytics, the feedback you are getting and then eventually you have a really good system laid up.
Welly Mulia: You mentioned about a minimum viable webinar page, just to gauge how interested people are in a specific webinar on a particular topic. So, what happens if only a few people sign-up? Do you cancel the webinar? Let’s say less than 10 people sign up, do you cancel the webinar or do you just go ahead?
David Abrams: No, I would definitely say it’s where you are in your business. Let’s say you get only 3 of those 10 people to signup, if you are a new business that maybe would be worth your time to test and play with it, it does take energy, it does take time. Again, if you are a little bit far in your business and you don’t have time for that stuff, it may not make economic sense for you to be on that call, so on that point, yes, I may cancel and I may try it again, can I get… my goal is getting 100 registrants, can I do that? And I am going to test the different headlines, the different angles until I can say hey, I know this thing is going to be of interest to people, because if you are only getting 10 people let’s say you are asked a kind of open-ended question, let’s say this was an ad that you were running, and in this ad, you had 100 people visit your page and only 10 registrants, a 10% conversion rate tells you a lot, so that’s totally different if you had 12 people to your registration page and 10 people opted in, it’s a totally different analytics.
Welly Mulia: Alright, so let’s use some numbers, let’s say 10% registration rate, would you still go ahead?
David Abrams: I would say that’s really low and I would look at changing my hook before I do anything.
Welly Mulia: Okay, what would be a good conversion rate of a webinar registration page?
David Abrams: Again, depends on your traffic type, these are always tough questions to answer, if you are talking about cold traffic, you know I would probably say between 20% and 40% is a really good opt-in rate there, I have done cold traffic webinars where I had 50% opt-in rates. I have also done webinars and in turning it into a list, we had 75% opt-in rate, you can do that in webinars where you had 50% opt-in rates. There is no exact metric that says, if you hit this, this is the perfect rate that you are looking for, I would say across the board, on average, looking at about 30%.
Welly Mulia: Okay. So, let’s say that you cancel your webinar, what are you going to tell the few registrants that you have? Well, you can easily still record training, and make some kind of recorded training video and send it out out to them, you can send them a survey and learn more about why they signed up, utilize this moment to have education for yourself and your business, offer them a call where you can give them 30 minutes of training but you also get to ask them some questions, maybe like a free strategy session, but you want to learn more about where they are in their business, how you could help, what interested them in the webinar. So, it doesn’t have to be like, hey, I am going to cancel this, I am just going to never talk to these people again, use this, these are the people that signed up for something, figure out what it is that really was the reason that they signed up, so maybe you can dialogue messaging better or more efficiently.
Welly Mulia: I like that. And just now you mentioned about retention strategy, but we didn’t talk about it in more details, so when you say retention strategy, is it like how do you keep people to stay on the webinar and not just leave?
David Abrams: So, I think I mentioned before, retention strategies for the webinar and also retention used case webinars, so the retention strategies are ways to keep your audience engaged, interacting, paying attention, listening to you through your webinar, because what’s the point of getting all these registrants and doing all these work to get them to show up if they are leaving 10 minutes in because you’ve spent the first 10 minutes just talking about yourself. So, you need to think about what are things that you can do to not only have them staying on, but have them actively listening, and I think some of that becomes the storytelling, the script that you have, the open-ended questions, the polls, the interactive features that you use, but it also can be done with attendee incentives, so specific gifts that you may hand out on the webinar at specific times, contests that you may be doing, are people listening? Maybe you say, mid-way through the webinar, I am going to be giving away $100 based on three questions, based on the content, and I would ask you these questions, the first person to answer all three correctly will win $100 and I will PayPal it to you right after this webinar. That’s just an idea of a cash contest, that’s retention strategy. Now, people would be listening and trying to pay attention, listening to content, you could also have a freebie, that’s giveaway at the end of the webinar, you could also… a lot of times I like to offer specific giveaways to the attendees that sit on at the end, so maybe not just a free gift but a discount coupon code, or something extra outside of just the offer and stuff like that.
Welly Mulia: If you can only give one advice to people who want to be successful at closing sales in webinar, what would that be? You have obviously covered a lot, but if you can only choose one…
David Abrams: Again, I think it’s tough, because so many things are critically important, but I would say patiently test those hooks first and make sure that your webinar is value-driven and not sales and slimy as we talked about in the beginning; the misconceptions, don’t go with that approach, go value-driven and really the hook is about, what value can I create that actually solves something for my market, for my customer persona, what do they actually want to learn, what would help them that my offering and product can match up with?
Welly Mulia: Awesome. So if people want to know about what you do in Demio, where can they find you?
David Abrams:: You can find Demio at demio.com, we also have dem.il, which is the short that we have, we have free trials at Demio, you can come signup, we also have live chat on our site 24/7, you can grab one of our support staff, you can even ask for me, I jump in there from time to time, I could chat with you, give you strategies and tips, if you want to find me online, I think my Twitter and Instagram is /itsabrams, but most of you find me on Facebook, and some of the SaaS, SaaS growth hacks and the SaaS breakthrough community if you want to have any more of these marketing conversations.
Welly Mulia: Cool. Just one final question, you mentioned just now that Demio’s support is 24/7, so how do you handle people doing customer service? How do you hire full-time team like 24/7 all around the world, is that how they work?
David Abrams: Yes, we are remote-based, we have people all over, so when we first launched this, there were two things that we knew, one was a customer experience would always be a big part of your business, it would be a great part of your brand, so we always wanted to invest in a great customer experience which for a lot of people is customer support, so there is nothing worse than buying a product and having the worst customer support experience. So, from literally the first year, I myself was at the desk pretty much all day, answering support tickets along with doing everything else, but I was in there answering tickets and we tried to do literally about 5 minutes’ response time to people, making sure that everyone had a great solid experience and were helped. And then one of our support staff, in India actually, still does nightshifts so he has been an absolute warrior, so that’s kind of our nighttime support, but as we grew, we hired to the day that we have what we call our success team, who really focuses on driving great, helpful and informative answers, we go through weekly meetings and review conversations, we try to find ways that we can all improve and help our customers better, it is something that we truly prioritize ourselves on, and if you look at the testimonials of Demio or reviews, almost every one of them somehow mentions the success team because they are always there, we have lightening quick responses and we really take pride in delivering that great customer experience, but yeah that was something we had to build out over the past few years.
Welly Mulia: How big is the team now at Demio?
David Abrams: So, the team is 11 people.
Welly Mulia: Alright David, thank you once again for sharing your experience about webinars, I think it is going to be a great, helpful content for our listeners.
David Abrams: No problem, I am really happy to help. Just like I said before, I hope everyone got some good value from this? I hope this was value-driven, thank you so much for having me on the podcast, having me on the show, and I hope everyone has a great day, thanks again.
Welly Mulia: If you are not listening to this on our website, go to academy.birdsend.co/7 to get your show notes. This show is brought to you by BirdSend Email and Marketing Tool; the only email and marketing tool specifically created for online course creators. Get your free forever account at birdsend.co.
David Abrams On 5 Steps To A Successful Webinar
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