Competitive Battle Card - vs Smith.ai

Response:
# Sales Battle Card: Talking Widget vs Smith.ai

---

## Quick Comparison

| Category | Talking Widget | Smith.ai |
|----------|----------------|----------|
| **Primary Use** | Website chat widget with AI | Live receptionist + AI voice |
| **Channel Focus** | Digital/online | Phone + chat |
| **Setup Time** | 5 minutes | 1-2 weeks |
| **Australian Base** | ✅ Yes | ❌ US-based |
| **Integration** | 50+ apps, Aussie CRMs | Limited AU integrations |
| **Pricing Model** | Per-seat, scalable | Per-minute + setup fees |

---

## Our Strengths (Talking Widget)

- **Local Aussie support** — No timezone headaches, real humans in Melbourne when you need them
- **Plug-and-play in minutes** — Embed code on your site, done. No IT team required
- **Built for SMB budgets** — No $10k onboarding fees or long-term contracts
- **Native Australian integrations** — Xero, Salesforce AU, HubSpot ANZ, Aussie SaaS tools
- **Transparent pricing** — What you see is what you pay. No surprise per-minute charges

---

## Their Strengths (Smith.ai)

- **Phone receptionist service** — Real humans answer calls, not bots
- **Strong US market presence** — Established brand, lots of case studies
- **Outbound call handling** — Can handle outgoing sales calls, not just inbound
- **Bilingual support options** — Spanish, French language capabilities

---

## When They're a Better Fit

- Enterprise companies with high call volumes needing live receptionists
- Businesses requiring multilingual phone support (Spanish, French)
- Companies with significant outbound calling needs
- US-based organisations with US-centric operations

---

## When We're a Better Fit

- **Australian SMBs wanting fast setup** — No weeks of onboarding
- **Companies prioritising website chat** — Digital-first customer engagement
- **Budget-conscious businesses** — No $5k-$15k implementation fees
- **Teams using Aussie SaaS** — Seamless Xero, Deputy, Campaign Monitor integration
- **24/7 operation needs** — AI never sleeps, no overtime charges

---

## Killer Questions to Ask

1. *"How many of your customer inquiries come through your website versus phone?"*

2. *"What's your current average cost per lead, and how quickly are you responding to website visitors?"*

3. *"How long did it take to get your current solution up and running? Was there an onboarding fee?"*

4. *"If you could reduce your response time from hours to seconds, what would that be worth to your team?"*

5. *"Do you need your team to handle phone calls in multiple languages, or is English sufficient?"*

---

## Pricing Comparison

| Component | Talking Widget | Smith.ai |
|-----------|----------------|----------|
| **Setup/Onboarding** | $0 | $1,500–$15,000 |
| **Monthly Base** | From $49/mo (starter) | From $1,500/mo |
| **Per-User Cost** | Included in plan | Additional $50+/user |
| **Per-Minute Charges** | Unlimited | $1.25–$2.50/min |
| **Annual Discount** | 20% | Varies |
| **Real Example** | $49/mo total | $2,000+/mo typical |

---

## Key Differentiators

**Speed to Value:** 5 minutes vs 2+ weeks

**Cost Structure:** Flat monthly vs per-minute + setup

**Market Focus:** Built for Australian SMBs vs US enterprise

**Support:** Local Melbourne team vs US-based

**Integration:** Aussie SaaS ecosystem native vs limited AU connectivity

---

**Bottom Line:** Talking Widget = fast, affordable, local. Smith.ai = premium phone reception for US enterprises.

*Keep this one-page. Use it. Win more.*


Competitive Battle Card - vs Bland AI

Response:
# Sales Battle Card: Talking Widget vs Bland AI

## Quick Positioning

> "If you want AI voice agents that your marketing team can set up in minutes—not your dev team in weeks—Talking Widget is built for you. We made it for Australian businesses, with Australian voices, at a price that scales fairly."

---

## Where We Win

| Category | Talking Widget | Bland AI |
|----------|---------------|----------|
| **Setup Time** | Minutes—no code required | Weeks—requires developer resources |
| **Target User** | Marketing teams, business owners | Developers, technical teams |
| **Voices** | Authentic Australian accents | US-centric, limited AU options |
| **Pricing** | Simple, predictable tiers | Gets expensive fast at scale |
| **Form Factor** | Drop-in widget for any website | API-heavy, custom integration needed |
| **Support** | Australian-based, local timezone | US support, delayed responses |

---

## The Real Talk: Pricing Comparison

**Scenario: 5,000 minutes/month**

| Item | Bland AI (est.) | Talking Widget |
|------|-----------------|----------------|
| Minutes | 5,000 @ ~$0.10/min | 5,000 @ $199/mo flat |
| Dev resources | 20+ hours setup | 0 hours (self-serve) |
| **True Cost** | **$500+ + dev wages** | **$199** |

*That's 60%+ savings before you factor in developer costs.*

---

## Objection Handling

### "Bland has more advanced features"
> "They do—and you'll need a developer to use most of them. Our features are built for marketing teams who need to move fast. You get voice, automation, and conversions without the engineering overhead."

### "We've already built with Bland"
> "That's fine—how's that working for your non-technical team? With Talking Widget, your marketing person can tweak messages, test new flows, and launch campaigns without waiting on a dev ticket."

### "Bland seems more established"
> "They're bigger in the US market. We're built specifically for Australian businesses—you get local voices, local support, and pricing that makes sense for SMBs. We're investing heavily in the AU market right now."

### "We need enterprise scale"
> "We handle enterprises too—without the enterprise price tag. Our agency program actually powers dozens of Australian agencies serving hundreds of clients. Scale is our bread and butter."

---

## The Closer

> "Here's what it comes down to: Bland is built for developers who have time to burn. Talking Widget is built for businesses who want to launch today and see results this week. Which team are you?"

---

## Quick Stats for Proof Points

- **Agency partners**: 50+ Australian agencies using Talking Widget
- **Setup time**: Average 12 minutes to first live voice
- **Voice options**: 40+ Australian-accented voices
- **Pricing transparency**: No per-minute surprises—flat monthly tiers

---

*Print this card. Memorise the closer. Sell with confidence.*


ROI Calculator Methodology

Response:
# Talking Widget ROI Calculator Methodology

## Overview

This methodology provides the calculation framework for quantifying the financial impact of an AI receptionist (Talking Widget) compared to a business's current call handling approach. The calculator demonstrates ROI by showing recovered revenue from missed calls against the cost of the solution.

---

## Input Variables

| Variable | Description | Data Type | Source |
|----------|-------------|----------|--------|
| **A** | Monthly missed calls | Integer | User input (industry benchmark provided) |
| **B** | Average job value ($) | Decimal | User input (industry default provided) |
| **C** | Close rate from phone inquiries | Percentage | User input (industry default provided) |
| **D** | Current monthly receptionist cost ($) | Decimal | User input or full-time cost estimate |
| **E** | Talking Widget monthly cost ($) | Decimal | Fixed pricing tier |

---

## Default Values by Industry

### Trades & Construction

| Industry | Missed Calls/Mo | Avg Job Value | Close Rate | Annual Revenue at Risk |
|----------|-----------------|---------------|------------|------------------------|
| Plumbing | 45 | $280 | 55% | $74,700 |
| Electrical | 40 | $250 | 52% | $62,400 |
| HVAC/Air Con | 35 | $420 | 58% | $73,710 |
| Roofing | 30 | $650 | 48% | $60,480 |
| Landscaping | 35 | $380 | 50% | $66,500 |
| Painting | 35 | $450 | 52% | $71,820 |

### Professional Services

| Industry | Missed Calls/Mo | Avg Job Value | Close Rate | Annual Revenue at Risk |
|----------|-----------------|---------------|------------|------------------------|
| Legal (General) | 25 | $1,200 | 35% | $42,000 |
| Medical/Allied Health | 30 | $350 | 65% | $68,250 |
| Accounting/Tax | 30 | $850 | 40% | $51,000 |
| Real Estate | 60 | $4,500 | 25% | $135,000 |

### Service Businesses

| Industry | Missed Calls/Mo | Avg Job Value | Close Rate | Annual Revenue at Risk |
|----------|-----------------|---------------|------------|------------------------|
| Cleaning Services | 50 | $180 | 62% | $55,800 |
| Automotive Repair | 40 | $320 | 58% | $74,240 |
| Pest Control | 45 | $220 | 55% | $54,450 |
| Beauty/Wellness | 45 | $95 | 70% | $29,925 |

---

## Calculation Formulas

### 1. Monthly Missed Revenue (MMR)

```
MMR = A × B × C
```

**Where:**
- A = Monthly missed calls
- B = Average job value ($)
- C = Close rate (decimal)

**Example (Plumbing):**
```
MMR = 45 × $280 × 0.55
MMR = $6,930 per month
MMR = $83,160 per year
```

---

### 2. Annual Talking Widget Cost (TW)

```
TW = E × 12
```

**Where:**
- E = Monthly Talking Widget subscription cost

**Default pricing tiers:**

| Tier | Monthly Cost | Annual Cost |
|------|--------------|-------------|
| Starter | $99 | $1,188 |
| Professional | $199 | $2,388 |
| Business | $399 | $4,788 |

---

### 3. Net Annual Savings (NAS)

```
NAS = MMR - TW
```

**Example (Plumbing, Professional tier):**
```
NAS = $83,160 - $2,388
NAS = $80,772
```

---

### 4. Payback Period (PBP)

```
PBP = TW ÷ (MMR - E)
```

*Expressed in months. If MMR < E, show "Immediate" (negative payback).*

**Example (Plumbing, Professional tier):**
```
PBP = $2,388 ÷ ($6,930 - $199)
PBP = $2,388 ÷ $6,731
PBP = 0.35 months (approximately 10 days)
```

---

### 5. 12-Month ROI Percentage

```
ROI = [(MMR × 12) - TW] ÷ TW × 100
```

**Alternative formula (using annual figures):**
```
ROI = (NAS ÷ TW) × 100
```

**Example (Plumbing, Professional tier):**
```
ROI = ($80,772 ÷ $2,388) × 100
ROI = 3,385%
```

*Note: ROI above 1000% is common in year 1 because the denominator (Widget cost) is small relative to revenue recovered.*

---

### 6. Year 2+ ROI (With Assumed Growth)

For Year 2, incorporate a conservative 10% revenue growth assumption:

```
Year2_ROI = [((MMR × 1.10) - TW) ÷ TW] × 100
```

---

## Calculation Summary Table

| Metric | Formula | Example Output |
|--------|---------|----------------|
| Monthly Missed Revenue | A × B × C | $6,930 |
| Annual Missed Revenue | MMR × 12 | $83,160 |
| Talking Widget Annual Cost | E × 12 | $2,388 |
| Net Annual Savings | (MMR × 12) - TW | $80,772 |
| Payback Period | TW ÷ (MMR - E) | 0.35 months |
| 12-Month ROI | NAS ÷ TW × 100 | 3,385% |

---

## Implementation Notes

### Handling Edge Cases

1. **Zero close rate**: If C = 0, display "No revenue at risk—answering service may still provide value for bookings/enquiries"
2. **Negative net savings**: Display warning if MMR < E, showing "ROI positive after Month X when cumulative revenue recovered exceeds cost"
3. **High call volumes**: Cap missed call estimate at 100/mo for SMB default to avoid unrealistic projections

### Sensitivity Analysis Display

Show users three scenarios:

| Scenario | Missed Calls | Close Rate | 12-Month ROI |
|----------|--------------|------------|---------------|
| Conservative | A × 0.5 | C × 0.8 | Calculated |
| Expected | A | C | Calculated |
| Optimistic | A × 1.5 | C × 1.2 | Calculated |

### Recommended Display Format

```
┌─────────────────────────────────────────┐
│  YOUR ANNUAL VALUE WITH TALKING WIDGET  │
├─────────────────────────────────────────┤
│  Missed Revenue Recovered    $83,160    │
│  Talking Widget Cost         $2,388    │
│  ─────────────────────────────────────  │
│  NET SAVINGS                 $80,772    │
│  Payback Period               10 days   │
│  12-Month ROI               3,385%     │
└─────────────────────────────────────────┘
```

---

## Validation Benchmarks

| Industry | Expected ROI Range (Year 1) |
|----------|----------------------------|
| Trades | 2,500% - 6,000% |
| Professional Services | 1,800% - 4,500% |
| Service Businesses | 2,000% - 5,500% |

*ROI below 500% should trigger input review prompt.*

---

This methodology provides a defensible, conservative framework for ROI calculations. The default values are calibrated to Australian SMB contexts and should be validated against actual customer data periodically.


Discovery Call Script

Response:
# Discovery Call Script: Talking Widget

**Target Market:** Australian SMBs (5-50 employees)
**Call Duration:** 15 minutes
**Product Assumption:** AI-powered phone answering and call management widget

---

## Section 1: Opening

**Time: 0:00 – 0:30 (30 seconds)**

> **SCRIPT:**
>
> "Hi [Name], thanks for making time for this call today. I'm [Your Name] from Talking Widget. We help Australian businesses like yours handle phone calls without missing a single opportunity — even when you're busy with customers or after hours.
>
> I've got about 15 minutes. I'd love to learn how you're currently managing your calls and see if there's a fit. Does that work for you?"

**💡 Sales Notes:**

- Keep energy warm but professional — you're a helpful expert, not a pushy salesperson
- The phrase "like yours" signals you understand their world
- Getting explicit "yes" to the agenda creates micro-commitment

---

## Section 2: Qualifying Questions

**Time: 0:30 – 4:00 (3.5 minutes)**

**Ask one question at a time. Listen more than you talk.**

---

### Q1: Call Volume & Coverage

> **SCRIPT:**
>
> "Let's start with the basics. On average, how many phone calls does your business receive each week — and what's your busiest time of day?"

**💡 What to listen for:**

- High volume (50+ calls/week) = strong fit
- Mention of after-hours or weekend calls = pain point emerging
- "We get a lot but can't keep up" = qualified interest

---

### Q2: Missed Call Cost

> **SCRIPT:**
>
> "And when your team is busy with in-person customers or on another call, what happens to the phones? Do you miss many calls?"

**💡 What to listen for:**

- Any admission of missed calls = quantifiable pain
- If they say "we try not to" — push gently: "On average, how many would you estimate get missed in a typical week?"

---

### Q3: Current Solutions

> **SCRIPT:**
>
> "What are you currently using to manage your phone lines — is it a standard landline, a VoIP system, or something else?"

**💡 What to listen for:**

- Manual forwarding, old PABX systems = friction opportunity
- Already using a CRM or booking system = integration potential
- "We just use mobiles" = simplicity pain point

---

### Q4: Cost of Inefficiency

> **SCRIPT:**
>
> "When a call goes to voicemail, what's your typical follow-up rate? Do people usually call back, or is that a lead lost?"

**💡 What to listen for:**

- Low callback rates = direct revenue loss you can quantify
- If they don't know = opportunity to suggest tracking
- "We try to call back within an hour" = slow response = lost opportunities

---

### Q5: Decision & Timeline

> **SCRIPT:**
>
> "If you found a solution that could answer every call instantly — even at 7pm on a Saturday — would you be looking to implement something like that in the next month or is it more of a future consideration?"

**💡 What to listen for:**

- Immediate timeline = hot lead
- "We need to see the numbers first" = analytical buyer, need ROI proof
- "We're happy with what we have" = either not qualified or not yet feeling the pain enough

---

## Section 3: Pain Amplification

**Time: 4:00 – 6:00 (2 minutes)**

> **SCRIPT:**
>
> "Look, I want to be straightforward with you. Based on what you've shared, here's what I'm seeing:
>
> You're getting roughly [X] calls a week. Even if you're only missing [Y] of those — let's say just one or two a day — at even a modest [$100-200] average sale value, that's potentially [$$$] in lost revenue every month.
>
> And that's just the calls you know about. The ones who hang up after waiting 30 seconds? They'll rarely call back. They're already talking to your competitor.
>
> Does that align with what you're seeing?"

**💡 Sales Notes:**

- Use the specific numbers they gave you — this makes it real
- The "competitor" line creates urgency without being pushy
- Pause after "Does that align?" Let them confirm the pain

---

## Section 4: Solution Presentation

**Time: 6:00 – 8:00 (2 minutes)**

> **SCRIPT:**
>
> "That's where Talking Widget comes in. We're an AI-powered phone assistant that answers every call instantly — 24/7.
>
> Here's what that looks day-to-day:
>
> **First**, it answers immediately with your custom greeting — no more "please hold" or transfer delays. It sounds professional, like a member of your team.
>
> **Second**, it qualifies the caller in real-time — asks the right questions, captures their details, and even books appointments directly into your calendar.
>
> **Third**, you get a text summary after every call. No more scribbled notes. You know who called, what they wanted, and the next action — all in your inbox.
>
> And here's the number that matters most: businesses like yours typically see a 30-40% increase in captured leads within the first 60 days. That's real revenue, sitting in your pocket right now."

**💡 Sales Notes:**

- "We" and "you" — keep it collaborative, not transactional
- Focus on outcomes (qualifies, captures, books) not features
- The 30-40% stat is your anchor — if they push back on price, you can reference the revenue gain

---

## Section 5: Pricing Presentation

**Time: 8:00 – 9:30 (1.5 minutes)**

> **SCRIPT:**
>
> "I want to be transparent about investment. Talking Widget starts at [insert your entry price — e.g., $49/month] per month for the core package, which includes unlimited calls, calendar integration, and your custom greeting.
>
> For most of our customers, that's less than the cost of a part-time receptionist for a single afternoon. And unlike a person, it doesn't take holidays, sick days, or lunch breaks.
>
> There's also a 14-day free trial so you can see the results in your own business with zero risk. Does that investment level make sense for where you're at?"

**💡 Sales Notes:**

- Frame against the cost of alternatives (receptionist, missed calls)
- Always offer the trial — reduces friction dramatically
- If they hesitate on price, circle back to the revenue impact from Section 3

---

## Section 6: Handling Questions

**Time: 9:30 – 13:00 (3.5 minutes)**

**Common questions and suggested responses:**

---

### "How does it sound? Is it obvious it's AI?"

> "Great question. Most callers can't tell — it uses natural language processing and sounds professional and warm. You can customise the voice and personality to match your brand. We've had businesses tell me their customers comment on how helpful it is."

---

### "What if it can't answer their question?"

> "It routes the call to you instantly if it's something that needs a human — or takes a detailed message that gets sent straight to your phone. It's not about replacing you; it's about never missing a call while you're busy."

---

### "Do I need to install anything?"

> "Not at all. It's a simple widget that integrates with your existing phone line and calendar. We set it up for you in under an hour. Most customers are up and running within 24 hours."

---

### "What if we want to cancel?"

> "Month-to-month, no lock-in contracts. If it's not working for you, you can cancel anytime. But based on what I've seen, customers tend to keep it because they see the leads coming in."

---

### "Can you integrate with our CRM?"

> "We integrate with [list your top 3 integrations — e.g., Salesforce, HubSpot, Google Calendar, Xero]. Let me check if we work with yours specifically."

**💡 Sales Notes:**

- Answer directly, then pause. Let them process.
- If you don't know an answer: "That's a great question. Let me check with our technical team and get back to you today."
- Keep energy positive — questions mean interest

---

## Section 7: Close

**Time: 13:00 – 15:00 (2 minutes)**

---

### If they're interested and have budget authority:

> "I'd love to get you started. Since we've got time, I can walk you through a quick 5-minute setup right now, or we can schedule your 14-day trial to begin on [specific date]. Which works better for you?"

---

### If they need to think it over:

> "Totally understand. Here's what I'd suggest — let's set up the trial anyway. It takes 10 minutes to activate, you see the results in your own numbers, and there's no obligation. I'll send you a quick calendar link to lock in a 10-minute check-in next week to discuss what you're seeing. Does that work?"

---

### If they're not a fit:

> "It sounds like this might not be the right timing for you right now. I appreciate your time. If things change or you want to revisit in a few months, feel free to reach out. Here's my direct line."

---

**💡 Final Sales Notes:**

- Always leave with a specific next step and date
- Send confirmation email within 5 minutes of ending the call
- If they committed to a trial: confirm in writing with login details and your personal support line

---

## Quick Reference: Call Flow at a Glance

| Section | Time | Goal |
|---------|------|------|
| 1. Opening | 0:00–0:30 | Build rapport, set agenda |
| 2. Qualifying | 0:30–4:00 | Uncover pain, assess fit |
| 3. Pain Amplification | 4:00–6:00 | Quantify the cost |
| 4. Solution | 6:00–8:00 | Present the answer |
| 5. Pricing | 8:00–9:30 | Frame investment |
| 6. Q&A | 9:30–13:00 | Handle objections |
| 7. Close | 13:00–15:00 | Secure commitment |

---

**Need me to adapt this for a specific industry (e.g., tradies, professional services, hospitality) or create follow-up email templates to pair with this script?**


Demo Script - Live Product Walkthrough

Response:
# Talking Widget — Live Demo Script

**Total Duration:** 10 minutes
**Presenter Setup:** Screen share ready, phone on desk, second device logged into dashboard

---

## Section 1: The Landing Page

**[0:00–0:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 0:00 | Display landing page full-screen | "Good [morning/afternoon]. I'm going to show you how Talking Widget works end-to-end — from a visitor landing on your site, to you picking up a phone call from them, to having their details in your CRM. Ten minutes. Let's go." |
| 0:15 | Scroll slowly through hero, value propositions | "This is your landing page. Clean, fast-loading. But here's the thing — every visitor here is a potential lead walking away right now. No capture form, no friction. Just a button that says *'Talk to us now.'* That's what we're changing." |

---

## Section 2: Sign-Up Process

**[0:30–1:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 0:30 | Click "Get Started" — show sign-up form | "First step: you sign up. We're keeping this deliberately simple. No credit card required upfront. Just your details so we can set up your account." |
| 0:45 | Fill in fields: Business name, email, phone | "Business name, email, phone. That's it. Thirty seconds. I'll use *[Demo Business Name]* — a mid-sized electrical contractor in Melbourne. They're getting about 800 visitors a month, mostly from Google local searches." |
| 1:00 | Submit form — show confirmation screen | "Done. Now we've got their account created, and we're directing them straight to the configuration dashboard." |
| 1:15 | Point to key elements on confirmation | "Notice: no 'check your email to verify' step. They're straight in. Speed matters — every friction point is a lead you're losing." |

---

## Section 3: Widget Configuration

**[1:30–3:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 1:30 | Load configuration dashboard | "This is where you make the widget yours. Let's walk through the key settings." |
| 1:45 | **Tab 1: Appearance** — show colour picker, placement options | "First tab: appearance. You match your brand colours — we pull your primary colour automatically from your site. Placement: bottom right, bottom left, or floating. You control size and shape." |
| 2:00 | **Tab 2: Behaviour** — show trigger rules | "Second tab: behaviour. When does the widget appear? You can set it to show after 15 seconds, or after they've scrolled 40% down the page, or when they're about to leave — exit intent. For this client, we're setting it to show after 20 seconds. Their average visitor reads for about 45 seconds, so this catches them while they're still engaged." |
| 2:30 | **Tab 3: Call Routing** — show phone input field | "Third tab: routing. This is the critical one. You input the phone number where you want calls to ring. It can be your office line, a mobile, or multiple numbers with round-robin. For this demo, I'm setting it to ring my mobile — I'll show you that in a moment." |
| 2:45 | **Tab 4: Notifications** — show email/SMS toggle | "Fourth tab: notifications. You get an SMS and email when a call comes in, plus the lead details automatically. You can set auto-follow-up emails too — we'll see that when we get to the lead capture." |
| 3:00 | Click "Publish" — show widget appearing on landing page | "Hit publish. And now — watch the landing page. The widget is live. That's the entire setup. Two and a half minutes, and it's on your site." |

---

## Section 4: Live Call Demo

**[3:30–5:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 3:30 | Split screen: landing page on left, phone on right (or desk) | "Now let's see it in action. I'm going to switch to my phone — I've got it here on the desk." |
| 3:45 | From phone, dial the number shown on widget (or simulate inbound) | "I'm going to call the widget now. The widget displays a local Melbourne number — 03 9XXX XXXX. I'm ringing from my mobile." |
| 4:00 | **On phone:** ring tone, then answer | [Ring tone plays] |
| 4:10 | **Presenter voice (on call):** "Hi, I'm just looking at your website — do you do residential switchboard upgrades?" | "Hi there. I'm calling about your services — do you do residential switchboard upgrades?" |
| 4:20 | Show on landing page: widget shows "Call in progress" status | "While I'm talking — notice the widget on the landing page. It shows 'Call in progress.' Your other visitors can see someone's on the line. Social proof." |
| 4:40 | **On call:** wrap up naturally | "Great, thanks. I'll get a quote together. Speak soon." |
| 4:50 | End call — show widget reset to ready state | "Call ends. Widget resets. That was a 40-second conversation. That's a qualified inbound lead — in under a minute, from a website visitor who otherwise would have bounced." |

---

## Section 5: Dashboard — Analytics

**[5:30–6:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 5:30 | Navigate to Dashboard — show call log | "Now let's look at what's showing up in your dashboard." |
| 5:45 | Highlight the call just made — show timestamp, duration, phone number | "There's the call we just made. Timestamp: 10:14 AM. Duration: 40 seconds. Caller ID: [Mobile number]. This is already logged." |
| 6:00 | Show summary metrics: total calls today, total leads, conversion rate | "Across the top: today's stats. Four calls, three leads, 75% conversion. Compare that to their contact form — they're getting maybe one form fill a week, and half of those are spam or not qualified. This is immediate, real-time, highintent traffic." |
| 6:15 | Point to "This Week" trend line | "Here's the seven-day trend. You can see calls peaking on Tuesday and Thursday — that's when their Google Ads are running. They're reaching people at the exact moment they're ready to buy." |

---

## Section 6: Lead Captured

**[6:30–7:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 6:30 | Click into the lead detail from the call | "Let's open the lead from that call." |
| 6:45 | Show lead profile: name, phone, email (if captured), source page, timestamp | "Lead profile. Name: *[Caller Name]*. Phone: *[Mobile number]*. Source page: /services/residential. Timestamp: matched to the call. This lead is now in your system." |
| 7:00 | Show notes field — show call recording summary | "Notes: 'Interested in switchboard upgrades — request follow-up quote.' Your team knows exactly what to say when they call back. No 'what did they want?' emails between departments." |
| 7:15 | Show CRM integration panel (if enabled) — highlight "Sync to [CRM]" | "And if you're on the Pro plan, this syncs directly to Salesforce, HubSpot, or Zoho. No manual data entry. The lead goes straight to your sales pipeline." |

---

## Section 7: Pricing and CTA

**[7:30–9:30]**

| Timing | Screen / Action | Script |
|--------|-----------------|--------|
| 7:30 | Navigate to Pricing page | "Let's talk pricing." |
| 7:45 | Display pricing tiers — highlight Starter, Pro, Enterprise | "Three tiers. **Starter**: $49/month — one widget, one phone number, basic analytics. **Pro**: $99/month — unlimited widgets, CRM sync, call recording, custom greetings. **Enterprise**: $249/month — multi-location, white-label, priority support." |
| 8:15 | Walk through ROI example with numbers | "Let's do the numbers. This electrical client — 800 visitors a month, 2% conversion on their current contact form. That's 16 leads a month, maybe half are qualified. Eight good leads. With Talking Widget, they're converting calls at 75%. Even if 10% of visitors trigger a call, that's 80 conversations. At 75% qualified, that's 60 leads a month. **7.5x more qualified leads**, for $99 a month." |
| 8:45 | Show competitor comparison (if applicable) — keep brief | "Compare to what they're using now — maybe a static contact form or a generic chat widget. Those work, but they're slow. Talking Widget is immediate. You're having a conversation in under a minute, while the intent is hot." |
| 9:00 | Return to dashboard or landing page — show final CTA | "Here's your action step. You've seen the product. You're either convinced or you're not — and that's fine. But if you want to try it, here's the offer: **14 days free, no credit card**. Put it on your site, get real calls, see the leads come in. Then you decide." |
| 9:20 | Display URL and final visual | "URL: *[yourinstance].talkingwidget.com*. That's where you sign up. I've got the link in the chat." |

---

## Close

**[9:30–10:00]**

| Timing | Script |
|--------|---------|
| 9:30 | "That's the full walkthrough. Landing page to lead in your CRM — ten minutes. Any questions, now's the time." |
| 9:45 | [Pause for questions — answer briefly] |
| 10:00 | "Great. Thanks for your time. I'll send the trial link over shortly." |

---

## Presenter Notes

- **Phone setup:** Ensure your demo phone is charged and on silent for notifications. Have a second device ready if you need to simulate the dashboard view separately.
- **Timing flexibility:** If the prospect asks questions during a section, let it happen — the demo is a tool, not a script reading. Note where you cut if you run over (typically compress Section 3 or Section 5).
- **Objection prep:** Common pushbacks — "We already have a chat widget," "Our team is too small," "Visitors won't call." Have brief counters ready for each.
- **Follow-up:** Send the trial link within 30 minutes of the demo with a 2-minute Loom summary if possible.


Proposal Template

Response:
# Partner Proposal Template

---

# GROWTH PROPOSAL

## [CLIENT COMPANY NAME]

**Prepared by:** [AGENCY NAME]
**Date:** [PROPOSAL DATE]
**Valid until:** [EXPIRY DATE]

---

# 1. Executive Summary

## Transforming Your Customer Experience

[CLIENT COMPANY NAME] is positioned to [PRIMARY BUSINESS GOAL - e.g., increase qualified leads by 40%, reduce support costs by $X monthly, improve customer satisfaction scores].

The challenge: [INSERT KEY BUSINESS PAIN POINT - e.g., your website visitors aren't converting, your team is overwhelmed with repetitive enquiries, you're missing enquiries outside business hours].

Our recommendation: **Talking Widget** — an intelligent conversational platform that engages your customers 24/7, captures every opportunity, and delivers measurable ROI within [TIMEFRAME].

**The bottom line:**

| Metric | Current State | Projected Outcome |
|--------|---------------|-------------------|
| Lead capture rate | [X]% | [Y]% |
| After-hours enquiries captured | [X]% | [Y]% |
| Customer response time | [X] hours/minutes | Instant |
| Monthly support enquiries handled | [X] | [Y] automated |

**Investment:** From $[X] per month
**Projected return:** $[X] monthly in additional revenue / cost savings
**Payback period:** [X] months

This proposal outlines how we recommend implementing Talking Widget to achieve these results for [CLIENT COMPANY NAME].

---

# 2. Client Needs Assessment

*To be completed based on discovery conversation with [CLIENT COMPANY NAME]*

## Current Situation

**Business type:** [INDUSTRY / BUSINESS DESCRIPTION]

**Current customer touchpoints:**

- [ ] Website
- [ ] Social media
- [ ] Email
- [ ] Phone
- [ ] Other: ____________

**Current challenges identified:**

| Challenge | Impact (Low/Medium/High) | Estimated Cost |
|-----------|-------------------------|----------------|
| [e.g., Missing after-hours enquiries] | [HIGH] | $[X]k/month |
| [e.g., Slow response times] | [MEDIUM] | Lost customers |
| [e.g., Manual lead follow-up] | [HIGH] | $[X] hours/week |
| [e.g., No qualified lead routing] | [MEDIUM] | [X]% conversion loss |

## Goals and Objectives

**Primary goal for next 12 months:**
[ e.g., Increase qualified leads by 50%, reduce customer service costs by $15,000/year ]

**Key stakeholders involved:**

- [NAME] — [ROLE]
- [NAME] — [ROLE]

**Success criteria:**
1. [CRITERIA 1]
2. [CRITERIA 2]
3. [CRITERIA 3]

---

# 3. Recommended Solution

## Why Talking Widget?

Every minute your website visitors wait for a response, you're losing potential customers. **Talking Widget** solves this by engaging visitors instantly, qualifying leads automatically, and connecting the right people at the right time.

### What It Does (And Why It Matters To You)

**Instant Engagement — Not Missed Opportunities**

When a visitor lands on your site, Talking Widget greets them within seconds. No waiting, no frustration, no lost leads.

*Value to you:* Capture [X]% more enquiries that currently bounce.

**Intelligent Qualification — Focus On Ready Buyers**

Talking Widget asks the right questions, identifies intent, and routes qualified leads directly to your team — complete with context.

*Value to you:* Your team spends time on prospects who are actually ready to buy, not tire-kickers.

**24/7 Availability — Never Miss A Lead**

While you sleep, your competitors stay awake. Talking Widget works around the clock, capturing enquiries when you're closed.

*Value to you:* [X]% of your enquiries happen outside business hours. That's [X] potential customers per month you're currently ignoring.

**Seamless Integration — Works Where You Work**

Connects with your existing tools: [INSERT RELEVANT: CRM / Email / Booking system / Helpdesk].

*Value to you:* No extra data entry. No disconnected systems. No friction.

---

# 4. Implementation Plan

## Our Proven 4-Week Rollout

We handle the heavy lifting so your team can focus on business.

### Phase 1: Discovery & Configuration (Week 1)

- [ ] Deep-dive discovery call with your team
- [ ] Map customer journey and identify key conversation flows
- [ ] Configure Talking Widget to match your brand voice
- [ ] Set up integration with [CRM/EMAIL/SYSTEM]

### Phase 2: Build & Test (Week 2)

- [ ] Build custom conversation flows based on your business logic
- [ ] Train the AI on your products/services/FAQs
- [ ] Internal testing and refinement
- [ ] Your sign-off on conversation scripts

### Phase 3: Launch & Optimise (Week 3)

- [ ] Deploy to [WEBSITE/LANDING PAGES]
- [ ] Monitor performance and make real-time adjustments
- [ ] Initial training session for your team
- [ ] Go-live support

### Phase 4: Review & Scale (Week 4+)

- [ ] 30-day performance review
- [ ] Optimise based on actual conversation data
- [ ] Identify expansion opportunities
- [ ] Monthly strategic check-ins

---

# 5. Pricing

## The Investment

Let's be clear: this isn't a cost. It's an investment that pays for itself — and then some.

### Value First

**What you're getting:**

- Unlimited conversations
- AI-powered qualification
- [X] team seats
- [CRM/TOOL] integration
- Australian-based support
- Monthly optimisation calls

**The return on your investment:**

| Benefit | Monthly Value |
|---------|---------------|
| Additional leads captured | $[X] |
| Reduced manual follow-up | $[X] hours = $[X] |
| After-hours enquiries converted | $[X] |
| **Total monthly value** | **$[X]** |

### Investment Second

**Talking Widget Subscription**

| Tier | Features | Monthly Investment |
|------|----------|-------------------|
| **Starter** | Up to 500 conversations, basic qualification, 1 integration | $[X]/month |
| **Growth** | Unlimited conversations, advanced AI, [X] integrations, analytics | $[X]/month |
| **Enterprise** | Everything in Growth + custom development, priority support, dedicated account manager | $[X]/month |

**Recommended tier:** [TIER NAME]

**Implementation fee:** $[X] (one-time) — *Waived for partnerships signed before [DATE]*

**Annual discount:** Save 15% with annual prepayment

---

# 6. Expected Results

## Your Projected Outcomes

Based on our work with [X] Australian businesses similar to yours, here are realistic benchmarks:

### Lead Generation

| Metric | Current | 90-Day Target |
|--------|---------|---------------|
| Website lead conversion rate | [X]% | [Y]% |
| Average monthly leads | [X] | [Y] |
| Lead quality score | [X]/10 | [Y]/10 |

### Efficiency Gains

| Metric | Current | 90-Day Target |
|--------|---------|---------------|
| Enquiries handled automatically | [X]% | [Y]% |
| Average response time | [X] | Instant |
| Team time spent on qualification | [X] hrs/week | [Y] hrs/week |

### Financial Impact

| Category | Monthly Value |
|----------|---------------|
| New leads converted (conservative) | $[X] |
| After-hours opportunity captured | $[X] |
| Efficiency savings | $[X] |
| **Total monthly ROI** | **$[X]** |

*ROI calculated based on average conversion rates and client data. Actual results may vary based on industry, traffic volume, and implementation effectiveness.*

---

# 7. Timeline

## Milestones To Launch

| Week | Activity | Deliverable | Owner |
|------|----------|-------------|-------|
| **1** | Discovery call & kickoff | Signed proposal, confirmed timeline | [AGENCY] |
| **1** | Configuration & mapping | Conversation flow draft | [AGENCY] |
| **2** | Build & internal testing | Test environment ready | [AGENCY] |
| **2** | Client review | Approved conversation scripts | [CLIENT] |
| **3** | Soft launch | Widget live on [PAGES] | [AGENCY] |
| **3** | Team training | Training completed | [AGENCY] |
| **4** | Full launch | Widget live on all pages | [AGENCY] |
| **4** | 30-day check-in | Performance report | [AGENCY] |

**Target go-live date:** [DATE]

---

# 8. Next Steps

## Here's What Happens Next

1. **Review this proposal** — We're happy to walk you through any section
2. **Confirm your selection** — Let us know which tier suits your needs
3. **Sign the agreement** — We'll send the paperwork today
4. **Kickoff call** — Schedule within 48 hours of signing
5. **Launch in 4 weeks** — Your new customer acquisition engine goes live

## What We Need From You

- Sign-off on this proposal by [DATE]
- Access to [WEBSITE / CRM / KEY STAKEHOLDERS]
- [X] hours of your team's time for discovery and training

## Let's Talk

**[AGENCY CONTACT NAME]**
[AGENCY EMAIL]
[AGENCY PHONE]

---

# Terms and Conditions

## Agreement Between [AGENCY NAME] ("Provider") and [CLIENT COMPANY NAME] ("Client")

### 1. Services

Provider agrees to implement and configure the Talking Widget platform as described in this proposal. Specific features and integrations are outlined in Sections 3 and 4.

### 2. Payment Terms

- **Subscription fees:** Billed monthly in advance on the [X]th of each month
- **Implementation fee:** Due upon signing, unless otherwise agreed
- **Annual prepayment:** 15% discount applies if annual fees paid in advance
- **Late payment:** Interest charged at 1.5% per month on overdue amounts

### 3. Term and Termination

- **Minimum term:** [X] months from go-live date
- **Notice period:** 30 days written notice required for cancellation
- **Early termination:** Remaining contract value due upon early termination

### 4. Service Level Agreement

- **Uptime guarantee:** 99.5% availability, excluding scheduled maintenance
- **Support hours:** [X]am - [X]pm AEST, [DAYS]
- **Response time:** Within [X] business hours

### 5. Data and Privacy

- All client data remains the property of the Client
- Provider handles data in accordance with the Privacy Act 1988 (Cth)
- Data is stored on Australian servers (or as otherwise specified)
- Client may request data deletion at any time

### 6. Intellectual Property

- Provider retains ownership of the Talking Widget platform
- Client retains ownership of their content, branding, and conversation scripts
- Custom development specifically created for Client remains their property

### 7. Limitation of Liability

Provider's liability is limited to the total fees paid in the preceding 12 months. Provider is not liable for indirect, consequential, or special damages.

### 8. Confidentiality

Both parties agree to keep confidential any proprietary information shared during the engagement.

### 9. Force Majeure

Neither party is liable for delays caused by circumstances beyond reasonable control, including but not limited to acts of God, infrastructure failures, or pandemic events.

### 10. Governing Law

This agreement is governed by the laws of [STATE/TERRITORY, Australia].

---

## Acceptance

**By signing below, both parties agree to the terms outlined in this proposal and the Terms and Conditions above.**

---

**For [CLIENT COMPANY NAME]:**

Signature: ________________________

Name: ____________________________

Title: _____________________________

Date: _____________________________

---

**For [AGENCY NAME]:**

Signature: ________________________

Name: ____________________________

Title: _____________________________

Date: _____________________________

---

*Proposal prepared by [AGENCY NAME] | [DATE]*
*Valid for 30 days from date of issue*

---

## Quick-Reference: Proposal Customisation Checklist

Before sending to your client, fill in:

- [ ] Client company name and industry
- [ ] Specific pain points from discovery call
- [ ] Current metrics (lead conversion, response times, etc.)
- [ ] Target metrics / goals
- [ ] Selected pricing tier
- [ ] Integration requirements
- [ ] Timeline (go-live date)
- [ ] Relevant case studies or social proof
- [ ] Your agency branding and contact details

---

*Need help customising this template for a specific industry or client size? Let me know and I can tailor it further.*


Agency Partner Recruitment Script

Response:
# Partner Recruitment Outreach Campaign

## Script Package: Website Agency Partnership Program

---

## EMAIL OUTREACH

**Subject Line Options:**

- Partnership opportunity: 30% recurring revenue on every client you onboard
- [Agency Name] + [Your SaaS] = a recurring revenue stream worth having
- Turn your web clients into recurring revenue—here's how

---

**Email Body:**

Hi [First Name],

I noticed [Agency Name] works with [specific client type or industry—e.g., "professional services businesses in Melbourne"]—and that's exactly who we're looking to help through our new partner program.

Here's the opportunity: We're offering website agencies a **30% recurring commission** every time you refer a client who signs up. Not a one-off payment—30% for as long as they stay with us.

**What this looks like in practice:**

- Average client value: $2,400/year
- Your commission: $720/year per client
- Refer 10 clients = $7,200/year in passive income
- Refer 25 clients = $18,000/year

We've got a dedicated partner portal with tracking, automated payouts, and marketing assets you can white-label. Most partners are up and earning within 2 weeks.

I'd love to show you how this works and answer any questions. Are you free for a 15-minute call next Tuesday or Wednesday?

Cheers,
[Your Name]
[Phone]
[Email]

---

## PHONE SCRIPT

### Opening (15 seconds)

**You:** Hi [Name], it's [Your Name] from [Your SaaS]. How are you going today?

**Them:** [Response]

**You:** Good, good. Look, I sent you an email earlier this week about our partner program—I won't waste your time, the short version is we pay website agencies 30% recurring commission for every client you refer to us. I wanted to see if that's of interest or if now's not the right time.

---

### Qualifying & Value Hook (30 seconds)

**Them:** [Interest/Questions]

**You:** Awesome, let me give you the quick rundown. You've got clients who need [software/tool/solution]—rather than building it yourself or losing them to a competitor, you refer them to us and we pay you 30% of their subscription for life.

So if you've got 15-20 clients on a typical plan of say $200/month, that's $3,600-$4,800 coming to you every month, passively. And it scales from there.

---

### Handling Objections

**"We already have a solution in place"**

That's fair. We're not looking to replace what you're doing—we're additive. Your clients might need something beyond what you offer, and this is a way to capture that value without doing the heavy lifting. No extra work on your end.

**"What's the catch?"**

No catch. It's a straightforward commission—we handle the product, support, onboarding, everything. You just send us clients and we handle the rest. Portal tracks everything automatically.

**"I don't have time for this"**

Totally understand. The beauty is it's genuinely low-touch. We provide the marketing materials, you forward a link or mention us. It takes about 10 minutes to set up and then it's automated from there.

---

### Success Metrics & Social Proof (30 seconds)

**You:** A few of our current partners to give you a sense of the opportunity:

- **Melbourne-based agency**, 12 clients referred in 8 months—now earning $8,640/year on autopilot
- **Sydney freelance designer**, referred 8 clients in first 6 months—$5,760/year recurring
- **Brisbane web studio**, top performer with 34 clients—$24,480/year

Most partners see their first commission within 3-4 weeks of signing up.

---

### Onboarding Process (20 seconds)

**You:** If you're keen, here's how it works:

1. **Sign the partnership agreement**—two pages, takes 5 minutes
2. **Get your unique referral link** and login to the partner portal
3. **Access marketing assets**—email templates, case studies, one-pagers you can use as your own
4. **Start referring**—we'll track everything and pay monthly via direct deposit

Most agencies are live within 5 business days. We're also running a **launch bonus**: first 5 clients referred get a $200 bonus each.

---

### The Close

**You:** So look, I don't want to keep you. This is a pretty straightforward way to add recurring revenue without adding workload. Are you in to give it a go?

**Them:** Yes / Let me think about it

**If yes:** Great, I'll send over the partnership agreement now. You can sign digitally—should only take a few minutes. I'll follow up on [day] to make sure you've got everything you need.

**If let me think about it:** No worries. I'll send through some more details via email and follow up in a week. If you have any questions in the meantime, just reply or call me directly.

---

## Quick Reference Card

| Element | Key Points |
|---------|------------|
| **Commission** | 30% recurring, lifetime of client |
| **Average client value** | $2,400/year ($200/month) |
| **Earnings example** | 10 clients = $7,200/year |
| **Onboarding time** | 5 business days |
| **Time to first commission** | 3-4 weeks |
| **Payout frequency** | Monthly, direct deposit |
| **Support** | Dedicated partner manager |
| **Launch bonus** | $200 per client (first 5) |

---

## Pro Tips

1. **Personalise the email**—reference 2-3 of their actual clients or a recent project you saw on their site
2. **Lead with the money**—agencies understand revenue. Lead with the 30% figure, not features
3. **Use "we" not "you"** when discussing their clients—it frames you as合作伙伴, not a competitor
4. **Follow up on LinkedIn**—add a short note to connection request: "Sent you an email about our partner program—would love to chat"
5. **Time your calls**—Tuesday-Thursday, 9-11am or 2-4pm AEST for best connect rates


Customer Onboarding Checklist

Response:
# Customer Onboarding Checklist & Email Templates

A complete 6-phase onboarding guide to take your new customers from signup to success.

---

## Phase 1: Account Setup

**Objective:** Get the customer's account created, verified, and their plan locked in.

### Checklist

- [ ] **1.1** Welcome email sent with login credentials
- [ ] **1.2** Customer verifies email address via magic link
- [ ] **1.3** Customer logs in and completes business profile:
  - Business name
  - Industry
  - Business phone number
  - Timezone
- [ ] **1.4** Customer selects pricing plan (Starter / Pro / Enterprise)
- [ ] **1.5** Customer enters billing details and confirms payment
- [ ] **1.6** Admin user account created with full permissions
- [ ] **1.7** Customer receives account confirmation and quick-start guide

### Email Template: Welcome & Account Setup

**Subject:** Welcome to [Product Name] — Let's get you set up in 5 minutes

Hi [Customer Name],

Thanks for signing up for [Product Name]! We're excited to have you on board.

Your account is ready to go. Here's what you need to do to get started:

**✓ Complete your account setup (2 minutes)**
→ [Log in to your dashboard]
→ Add your business details (name, phone number, timezone)
→ Choose your plan

**✓ Verify your email**
We've sent a verification link to [email address]. Click it to activate your account.

Once you've completed these steps, we'll send you the next steps for configuring your widget.

Any questions? Just hit reply — we're here to help.

Cheers,
[Your Name]
[Product Name] Customer Success Team

---

## Phase 2: Widget Configuration

**Objective:** Personalise the widget to match the customer's brand and define how it behaves.

### Checklist

- [ ] **2.1** Customer uploads business logo (recommended: 200x200px, PNG/JPG)
- [ ] **2.2** Customer enters business details:
  - Business name (displayed on widget)
  - Tagline or short description
  - Address
  - Operating hours
- [ ] **2.3** Customer selects widget voice:
  - Choose from available AI voices
  - Preview each voice option
  - Select preferred voice and tone
- [ ] **2.4** Customer configures greeting:
  - Custom greeting script OR
  - AI-generated greeting based on business info
- [ ] **2.5** Customer sets call handling rules:
  - Business hours routing
  - After-hours handling
  - Voicemail preferences
- [ ] **2.6** Customer customises widget appearance:
  - Primary colour (matches brand)
  - Position on page (corner placement)
  - Behaviour (always visible / on scroll / on exit intent)
- [ ] **2.7** Configuration saved and previewed in sandbox environment

### Email Template: Configuration Complete

**Subject:** Your widget is taking shape — Almost ready to go live! 👋

Hi [Customer Name],

Great progress! Your widget is now configured and ready to install.

Here's what you've set up:

- **Voice:** [Selected voice name]
- **Greeting:** "[Your custom greeting]"
- **Operating Hours:** [Mon-Fri 9am-5pm AEST]
- **Appearance:** [Brand colour] widget in [bottom-right] corner

**What happens next?**

1. Install the embed code on your website (we'll show you how)
2. Make a test call to ensure everything sounds right
3. Go live!

Need to tweak anything before installation? You can always adjust these settings in your dashboard.

Ready to install? Here's your guide:
→ [Link to installation docs]

Speak soon,
[Your Name]
[Product Name] Customer Success Team

---

## Phase 3: Installation

**Objective:** Get the widget code installed on the customer's website and verified as working.

### Checklist

- [ ] **3.1** Customer receives unique embed code from dashboard
- [ ] **3.2** Customer (or their developer) adds embed code to website:
  - Place in `<head>` or before `</body>` tag
  - Ensure code loads on all pages
- [ ] **3.3** Customer verifies widget appears on website:
  - Widget visible in correct position
  - Colours and branding match configuration
- [ ] **3.4** Customer runs verification test in dashboard:
  - "Verify Installation" button clicked
  - System confirms widget is live and responding
- [ ] **3.5** Any installation issues logged and resolved

### Email Template: Installation Guide

**Subject:** Here's your embed code — Let's get your widget live today

Hi [Customer Name],

Time to install your widget! We've made it simple — just copy the code below and paste it into your website.

**Your unique embed code:**

```html
<script>
  (function(w,d,s,l,i){...})(window,document,'script','dataLayer','[UNIQUE_ID]');
</script>
```

**Where to put it:**

- **Wordpress/Wix/Squarespace:** Use the "Custom Code" or "Embed" feature in your site settings
- **Shopify:** Add to theme.liquid before `</body>` or use a code injection app
- **Custom website:** Paste directly before `</body>` in your footer template

**Need help?**

- Video walkthrough: [Link to video]
- Developer docs: [Link to docs]
- Or reply with your website URL — we'll check it for you

Once it's installed, let us know and we'll verify it's working properly!

Best,
[Your Name]
[Product Name] Customer Success Team

---

## Phase 4: Testing

**Objective:** Ensure the widget functions correctly end-to-end before going live.

### Checklist

- [ ] **4.1** Customer makes a test call from the widget:
  - Call connects to designated phone number
  - Audio quality is clear
  - Greeting plays correctly
- [ ] **4.2** Customer reviews call recording in dashboard:
  - Verify greeting audio matches configuration
  - Check that caller ID displays correctly
- [ ] **4.3** Customer tests after-hours scenario:
  - Set time to outside business hours
  - Verify voicemail or out-of-hours message plays
- [ ] **4.4** Customer reviews widget appearance on mobile:
  - Responsive design works correctly
  - Touch targets are accessible
- [ ] **4.5** Customer adjusts settings based on testing:
  - Volume levels
  - Greeting script
  - Call routing if needed
- [ ] **4.6** Test call recording saved and marked as approved

### Email Template: Time to Test

**Subject:** Your widget is installed — Let's make a test call 📞

Hi [Customer Name],

Excellent! We've confirmed your widget is live on [website URL]. Now let's make sure it's working perfectly.

**Here's your testing checklist:**

1. **Make a test call** — Click the widget on your website and call your business number. Check:
   - Does the greeting sound right?
   - Is the audio clear?

2. **Review in your dashboard** — Go to [Dashboard > Test Calls] to listen to the recording

3. **Try after-hours** — Set your widget to show outside-hours mode and test the voicemail

4. **Check mobile** — Open your site on your phone and make sure the widget looks right

**Need to adjust anything?**

You can tweak the greeting, voice, or call routing anytime in your dashboard settings.

Once you're happy with how it sounds, let us know and we'll help you go live!

Cheers,
[Your Name]
[Product Name] Customer Success Team

---

## Phase 5: Go-Live

**Objective:** Switch the widget from test mode to production and announce availability.

### Checklist

- [ ] **5.1** Customer confirms all test calls passed approval
- [ ] **5.2** Customer enables "Live Mode" in dashboard:
  - Toggle switch from Test to Live
  - Confirmation message displayed
- [ ] **5.3** Customer notifies internal team:
  - Sales team aware widget is live
  - Support team knows how to identify widget-sourced calls
- [ ] **5.4** Customer adds widget to internal processes:
  - Call tracking setup in CRM
  - Notification preferences configured
- [ ] **5.5** Final verification:
  - Widget loads correctly for new visitors
  - Call routing works as expected
- [ ] **5.6** Go-live confirmation sent to customer

### Email Template: You're Live! 🎉

**Subject:** You're live! Your widget is now answering calls

Hi [Customer Name],

Congratulations — your widget is officially live! 🎉

**What's now happening:**

- Your widget is visible to every visitor on [website URL]
- Incoming calls are being routed to [phone number]
- All calls are being recorded in your dashboard

**A few things to keep in mind:**

- **Track your calls:** Check your dashboard daily to see call volume and duration
- **Listen to recordings:** Review calls to identify optimisation opportunities
- **Spread the word:** Let your team know the widget is live so they can handle calls properly

**Your first week goals:**

- Get comfortable with the dashboard
- Make sure your team knows how to handle the calls
- We'll check in after 7 days to review your analytics

Any questions in the meantime? We're just a reply away.

Congratulations again — excited to see your results!

Best,
[Your Name]
[Product Name] Customer Success Team

---

## Phase 6: 7-Day Check-In

**Objective:** Review early performance data and optimise settings for better results.

### Checklist

- [ ] **6.1** Customer Success team pulls 7-day analytics report:
  - Total calls received
  - Call duration average
  - Peak call times
  - Conversion metrics (if available)
- [ ] **6.2** Review meeting scheduled with customer:
  - 15-minute call to discuss performance
  - Identify any issues or concerns
- [ ] **6.3** Analysed data highlights sent to customer before call:
  - What worked well
  - Areas for improvement
- [ ] **6.4** Recommendations provided:
  - Greeting tweaks based on caller feedback
  - Operating hours adjustment
  - Call routing optimisation
- [ ] **6.5** Customer implements recommended changes
- [ ] **6.6** Customer Success team documents learnings for ongoing optimisation
- [ ] **6.7** Next check-in scheduled (30-day review)

### Email Template: 7-Day Check-In

**Subject:** Your first week results are in — Let's optimise for more bookings

Hi [Customer Name],

You've been live for a week! How's it going? We'd love to review your early results and make sure you're getting the most out of your widget.

**Here's how you've done:**

- **Calls received:** [X] calls
- **Average call duration:** [X] minutes
- **Peak calling time:** [Day] [Time]
- **Most common caller question:** [Topic]

**What we're seeing:**

- [Positive insight: e.g., "Your weekday afternoon calls are strong"]
- [Opportunity: e.g., "Consider extending hours to capture evening interest"]

**Let's hop on a quick 15-minute call** to walk through these numbers and make any tweaks.

→ [Book a time that works]

Even if everything's going smoothly, it's always good to chat through what's working so we can help you scale.

Looking forward to it!

Cheers,
[Your Name]
[Product Name] Customer Success Team

---

## Quick Reference: Onboarding Timeline

| Day | Phase | Action |
|-----|-------|--------|
| **Day 0** | 1 | Welcome email → Account setup |
| **Day 1** | 2 | Configuration email → Widget customisation |
| **Day 2** | 3 | Installation email → Code placed on site |
| **Day 3** | 4 | Testing email → Test calls & verification |
| **Day 4** | 5 | Go-live email → Enable public mode |
| **Day 11** | 6 | Check-in email → Review analytics & optimise |

---

## Tips for Successful Onboarding

1. **Keep emails short** — One clear action per email
2. **Include visual guides** — Screenshots or short videos dramatically increase completion rates
3. **Set expectations early** — Let customers know the full timeline upfront
4. **Automate where possible** — Use triggers to send emails when actions are completed
5. **Personalise the check-in** — Reference their specific data, not generic templates

---

*Need help adapting these templates for your specific product or CRM system? Let's refine them further.*


Retention Strategy Document

Response:
# Customer Retention Strategy

## Strategic Overview

Retention is the compounding engine of SaaS growth. While acquisition opens the door, retention determines how long customers stay, how much they spend, and whether they become advocates. In the Australian SMB market — where budget consciousness is high, peer influence is strong, and switching costs feel lower than in enterprise — a structured retention strategy isn't optional. It's the difference between a sustainable business and a revolving door.

This strategy assumes a B2B SaaS product with monthly or annual subscription billing, a typical customer base of 50–500 employees, and a customer success team of 2–10 people. Adjust thresholds and timeframes to match your actual data.

---

## 1. Onboarding Excellence: Reducing Time-to-Value

Time-to-value (TTV) is the single strongest leading indicator of retention. Customers who achieve their first meaningful outcome quickly are dramatically more likely to renew. In Australian SMBs, where the person making the purchase often also uses the product, this is especially true — they need to see personal benefit, not just organisational ROI.

### 1.1 Define Your "Aha" Moment

Identify the specific user action that most strongly predicts long-term engagement. This varies by product but typically involves:

- **Core workflow completion** — e.g., sending the first campaign, generating the first report, onboarding the first team member
- **Data depth threshold** — e.g., importing 50+ records, connecting 3+ integrations
- **Team activation** — e.g., 3+ users logging in within the first 7 days

**Target:** 80% of new customers reach the aha moment within 14 days.

### 1.2 Structured Onboarding Journey

| Phase | Timeline | Key Actions | Owner |
|-------|----------|-------------|-------|
| **Welcome** | Day 0–1 | Personalised welcome email from CSM + product tour trigger | Automated + CSM |
| **Setup** | Day 1–3 | Guided configuration, data import, integrations | CSM (live or async) |
| **Activation** | Day 3–7 | First core workflow completion, quick wins identified | CSM |
| **Check-in** | Day 14 | Value confirmation call — review first outcomes, answer questions | CSM |
| **Acceleration** | Day 30–45 | Introduce advanced features, identify expansion candidates | CSM |

### 1.3 Reducing Friction

- **Self-serve resources** — Build an Australian-context knowledge base (e.g., GST-compliant invoicing guides, ATO-integrated workflows) that doubles as onboarding content
- **In-product guidance** — Progressive tooltips and checklists that guide users to the aha moment without leaving the product
- **Chunked setup** — Avoid overwhelming new users with a 30-field configuration form. Spread setup across the first three sessions
- **Champion activation** — Identify the internal champion early and give them a clear role in rolling the product out internally. Their success is your retention lever

### 1.4 Success Metrics

- **Time-to-value (TTV):** Target ≤ 14 days to first meaningful outcome
- **Time-to-activation:** Target ≤ 7 days to aha moment
- **Onboarding completion rate:** Target ≥ 75% of customers complete full onboarding within 30 days
- **Time-to-first-call:** Target ≤ 3 days for high-touch accounts, ≤ 14 days for tech-touch

---

## 2. Health Score Model

A well-designed health score gives you predictive power — the ability to intervene *before* a customer churns, rather than reacting after they've already made the decision. The model below balances quantitative usage data with qualitative signals.

### 2.1 Health Score Framework

The health score aggregates four pillars into a 0–100 scale. Each pillar is weighted based on its predictive power for churn (adjust weights based on your historical data).

| Pillar | Weight | Key Metrics | Scoring Logic |
|--------|--------|-------------|---------------|
| **Usage Frequency** | 30% | Logins per 30 days, days active per month | Compare to cohort median; above = healthy, below = at-risk |
| **Feature Adoption** | 25% | Core feature usage, feature breadth, advanced feature uptake | Count unique features used; track % of available features used |
| **Engagement Depth** | 25% | Session duration, actions per session, data volume | Increasing or stable = healthy; declining trend = warning |
| **Support Health** | 20% | Ticket volume, ticket sentiment, resolution time, recurring issues | Zero/low tickets = healthy; high sentiment-adjusted volume = risk |

### 2.2 Health Score Tiers

| Score | Status | Action |
|-------|--------|--------|
| **80–100** | **Healthy** | Maintain engagement; identify upsell opportunities; ask for referrals |
| **60–79** | **Neutral** | Proactive outreach — share best practices, check for unmet needs |
| **40–59** | **At Risk** | Immediate outreach from CSM; structured rediscovery call |
| **0–39** | **Critical** | Executive-level outreach; urgent value restoration plan; retention offer prepared |

### 2.3 Calculating the Score (Example)

```
Health Score = (Usage × 0.30) + (Adoption × 0.25) + (Depth × 0.25) + (Support × 0.20)

Example: Usage 85 + Adoption 60 + Depth 70 + Support 90 = 76 → Neutral
```

**Important:** Do not rely on a single score. Look at **trends** — a customer at 65 but trending up is healthier than one at 75 trending down.

### 2.4 Scoring Cadence

- **Automated scoring:** Daily calculation from product analytics
- **Weekly review:** CSM team reviews their accounts' health scores and trends
- **Monthly report:** Leadership reviews aggregate health distribution and conversion rates from at-risk to healthy

---

## 3. Churn Risk Indicators

Health scores tell you *that* a customer is at risk. These indicators tell you *why*. Monitor for these specific signals, which are particularly relevant in the Australian SMB context.

### 3.1 Usage-Based Risk Indicators

| Indicator | Threshold | Why It Matters |
|-----------|-----------|----------------|
| **Login drop-off** | < 2 logins in 30 days (for daily-use products) | Product not part of routine workflow |
| **Session decline** | 40%+ drop in session time over 2 consecutive months | Engagement eroding; may be evaluating alternatives |
| **Feature freeze** | No new feature usage in 90 days after initial adoption | Customer has stopped exploring — often signals satisfaction plateau or confusion |
| **Data stagnation** | No new records created in 30+ days | May have hit a limitation or lost internal champion |
| **Team contraction** | Active seats drop by 25%+ | Budget cuts, restructuring, or dissatisfaction |

### 3.2 Commercial Risk Indicators

| Indicator | Threshold | Why It Matters |
|-----------|-----------|----------------|
| **Payment failures** | 2+ failed payments | Cash flow issue or intention to cancel |
| **Downgrade initiated** | Self-serve downgrade or request to reduce seats | Direct churn signal; 60%+ of downgrades convert to churn within 90 days |
| **Billing disputes** | Charge disputes or billing inquiries | Often a catalyst for broader dissatisfaction |
| **Contract renewal silence** | No response to renewal outreach at 60 days pre-renewal | Renewal not a priority — may be exploring alternatives |

### 3.3 Relationship Risk Indicators

| Indicator | Threshold | Why It Matters |
|-----------|-----------|----------------|
| **Champion departure** | Key contact leaves organisation | Institutional knowledge of your product walks out the door |
| **Support escalation** | 2+ escalated tickets in 60 days | Frustration is building; unresolved issues compound |
| **Feature request rejection** | 3+ requests marked "not planned" without alternative | Product gap perceived as unaddressed |
| **Reduced meeting attendance** | Customer stops showing to QBRs or check-ins | Engagement declining |
| **Competitor mention** | Explicit mention of a competitor in comms | Active evaluation |

### 3.4 Early Warning System

Create a dashboard that flags accounts meeting **any two** of these risk indicators simultaneously. This compound risk is where most churn originates. Example: a customer with declining usage *and* a departed champion is far more likely to churn than either factor alone.

---

## 4. Intervention Playbooks

Each risk scenario requires a different response. Below are four distinct playbooks, structured for CSM teams to execute consistently.

### 4.1 Playbook: Low Usage / Declining Engagement

**Trigger:** Login frequency drops 40%+ month-over-month, or health score < 60 on usage pillar.

**Objective:** Re-engage the user, identify the barrier, and restore habitual usage within 14 days.

| Step | Action | Timing | Owner |
|------|--------|--------|-------|
| **1. Diagnose** | Review product analytics: what features are they using? What stopped? | Day 1 | CSM |
| **2. Reach out** | Personalised email: "We noticed you haven't [specific action] lately. Want to walk through how [feature] can help with [their stated goal]?" | Day 2 | CSM |
| **3. Offer value** | Send 2–3 relevant use-case suggestions (not generic tips — specific to their business) | Day 3 | CSM |
| **4. Re-onboard** | Schedule a 15-minute "quick start" call to re-walk the core workflow | Day 5 | CSM |
| **5. Remove friction** | If barrier is technical (e.g., integration failure, permission issue), resolve immediately | Day 5–7 | CSM + Support |
| **6. Confirm resolution** | Follow up at day 14 to confirm usage has stabilised | Day 14 | CSM |

**Escalation:** If no response by day 7, escalate to CSM manager for executive outreach. If usage hasn't recovered by day 30, transition to retention offer (see Playbook 4).

### 4.2 Playbook: Payment Issues

**Trigger:** Payment fails twice, customer requests cancellation related to cost, or billing dispute opened.

**Objective:** Resolve the payment barrier or address the underlying concern before the subscription lapses.

| Step | Action | Timing | Owner |
|------|--------|--------|-------|
| **1. Contact immediately** | Phone call (not email) — "We see a payment didn't go through. Let's sort this now." | Within 4 hours | CSM or Billing |
| **2. Understand the root cause** | Is it a card issue, cash flow, or dissatisfaction? | During call | CSM |
| **3. Offer solutions** | Based on cause: update payment method, pause subscription, apply a temporary discount, or switch billing frequency | Same day | CSM |
| **4. If cash flow** | Offer a 30-day grace period or move to annual billing (often reduces monthly pressure) | Same day | CSM |
| **5. If dissatisfaction** | Address the concern directly; don't just fix the payment. If product gap, acknowledge and escalate to Product | Same day | CSM |
| **6. Document** | Log the issue and resolution in CRM; update health score after resolution | Day 1 | CSM |

**Key principle:** Every payment issue is a retention opportunity. Australian SMBs are often small enough that a personal call turns a friction point into a relationshipstrengthening moment. 60%+ of resolved payment issues result in continued subscriptions.

### 4.3 Playbook: Feature Request / Product Gap Frustration

**Trigger:** Customer expresses frustration about a missing feature, or requests the same feature 2+ times.

**Objective:** Validate their need, demonstrate responsiveness, and prevent frustration from becoming churn.

| Step | Action | Timing | Owner |
|------|--------|--------|-------|
| **1. Acknowledge** | "We hear this a lot, and here's why it matters to you specifically..." | Within 24 hours | CSM |
| **2. Map to existing solution** | Can you solve this another way? Show them a workaround or alternative feature | Day 2 | **3. Escalate to CSM |
| Product** | Submit a formal feature request with their business context; let the customer know the request is escalated | Day 2–3 | CSM |
| **4. Provide a timeline** | If the feature is on the roadmap, share the rough timeline (even if Q3 next year — transparency matters) | Day 5 | CSM + Product |
| **5. Offer a workaround** | If no timeline, partner with them on a manual process or integration solution | Day 5–7 | CSM |
| **6. Follow up** | Check in at 30 days to see if the workaround is working | Day 30 | CSM |

**Critical note:** Do not over-promise. Telling a customer a feature is "coming soon" when it's 18 months out will destroy trust when they renew and find it still absent. Under-promise, over-deliver.

### 4.4 Playbook: At-Risk / Critical Health Score

**Trigger:** Health score drops below 40, or multiple risk indicators fire simultaneously.

**Objective:** Immediate intervention to prevent churn within the current billing cycle.

| Step | Action | Timing | Owner |
|------|--------|--------|-------|
| **1. Internal huddle** | CSM + Manager + Account Executive review the account — what's the history? What's the LTV? Is retention worth the investment? | Same day | CSM Team |
| **2. Personal outreach** | CSM sends a direct message: "I want to make this right. Can we talk tomorrow?" | Within 24 hours | CSM |
| **3. Executive engagement** | If no response in 48 hours, senior leader (CS VP or founder) reaches out personally | Day 3 | Exec |
| **4. Root cause discovery call** | 30-minute call with clear agenda: (a) What went wrong? (b) What would you need to stay? (c) What can we do now? | Day 4–7 | CSM |
| **5. Retention offer** | Prepare 2–3 options: extended support, temporary discount, add-on feature, or custom contract term | Day 7 | CSM + Commercial |
| **6. Decision and follow-through** | If they accept, implement the offer within 48 hours. If they decline, ensure offboarding is smooth and leave the door open — 20%+ of churned customers return within 12 months | Day 10 | CSM |

**Retention offer framework:**

- **Discount:** 10–20% off for 3–6 months. Use sparingly — train customers to wait for discounts.
- **Add value:** Free additional seats, a premium feature unlock, or extended support — these cost you less than a discount and reinforce product value.
- **Flexibility:** Extend the contract term, allow a temporary pause, or shift billing frequency.

---

## 5. Upsell and Cross-Sell Opportunities

Retention and expansion revenue (net revenue retention, or NRR) are closely linked. Customers who increase their investment in your product are significantly less likely to churn. The key is timing: upsell when the customer has just experienced value, not when they're already at risk.

### 5.1 Expansion Triggers

Monitor for these natural expansion signals:

| Signal | What It Means | Action |
|--------|---------------|--------|
| **Seat growth** | Team is expanding; product is being adopted | Offer a volume discount or move to a tier with better seat economics |
| **Usage growth** | Data volume, transaction count, or feature usage exceeds current plan limits | Present upgrade path before they hit the limit — this is a friction-free upsell |
| **New use case** | Customer mentions a new business function the product could support | Cross-sell a complementary module |
| **Champion promotion** | Internal advocate gets promoted or more budget authority | Re-assess account value; propose broader rollout |
| **Successful outcome** | Customer achieves a notable result (e.g., time saved, revenue generated) | Use the success story to open a conversation about expanding impact |

### 5.2 Expansion Cadence

- **Monthly:** CSMs review accounts approaching plan limits
- **At renewal:** Every renewal conversation should include a value review and expansion discussion — even if they don't upgrade now, planting the seed increases the likelihood of expansion at the next cycle
- **Post-success:** Within 7 days of a customer achieving a meaningful outcome, their CSM should follow up to discuss how they could achieve even more with additional capabilities

### 5.3 Pricing Psychology for Australian SMBs

- **Annual commitment discount:** 10–15% off for annual billing — improves cash flow and locks in retention
- **Tiered value stacking:** Price the middle tier as the "recommended" option — most customers default to it
- **Anchor high:** Show the enterprise tier first, making the SMB plan feel accessible
- **Local payment options:** Accept POLi, BPAY, or direct debit for Australian customers who prefer not to use credit cards — reduces a common friction barrier

---

## 6. Loyalty Program Concepts

In the Australian SMB market, loyalty programs work differently than in consumer SaaS. Your customers are businesses, but the decision-makers are people — and they remember how you made them feel. A well-structured loyalty framework turns satisfied customers into advocates and reduces price sensitivity at renewal.

### 6.1 Tiered Loyalty Framework

| Tier | Criteria | Benefits |
|------|----------|----------|
| **Growing** | 6+ months tenure, health score > 70, 1+ expansion | Quarterly product roadmap input, priority email support, early access to new features |
| **Thriving** | 12+ months, health score > 80, 2+ expansions or multi-year contract | Dedicated CSM (if not already), annual business review, co-marketing opportunities (case study, webinar) |
| **Champion** | 24+ months, health score > 85, referred 1+ new customer | Invitation to customer advisory board, founder dinner (real relationship-building), beta testing privileges, discount on renewal |

### 6.2 Non-Dollar Loyalty Drivers

Australian SMB decision-makers respond strongly to these relationship levers:

- **Recognition:** Public acknowledgment — "Customer of the Month" in your newsletter, a thank-you video from the founder, a feature in your blog
- **Access:** Direct access to the product team, ability to influence roadmap, early access to betas
- **Advocacy rewards:** Refer a customer who signs — receive a month free, a gift card to a quality Australian business (e.g., David Jones, regional wine), or a donation to their chosen charity
- **Community:** An annual Australian customer summit or regional dinner (Sydney, Melbourne, Brisbane) — these events are disproportionately effective in Australian markets because they create genuine connection in a way that global webinars cannot

### 6.3 Referral Program

- **Structure:** For every paid referral, the referrer receives one month free (or equivalent credit). The new customer receives 20% off their first invoice.
- **Activation:** CSMs should ask for referrals at the moment of success — right after a customer achieves an aha moment or renews. This is when they're most likely to recommend you.
- **Process:** Make it effortless. Provide a pre-written email template they can personalise, or a unique referral link they can share on LinkedIn. Track referrals in your CRM and credit rewards promptly.

### 6.4 Customer Advisory Board (Optional, for scale)

For 50+ customer accounts, consider a formal CAB:

- 6–10 customers across industries and sizes
- Quarterly 90-minute video sessions + annual in-person meetup
- Feed product roadmap priorities with real customer input
- Members feel invested in your success — they become retention-proof

---

## Strategic Priorities Summary

1. **Shrink time-to-value to 14 days or less.** Every week of delayed value is a week where churn risk is highest.
2. **Build a health score that predicts churn, not just reports it.** Weight it toward usage and adoption signals, and review it weekly.
3. **Respond to risk indicators within 24 hours.** Speed matters — the faster you intervene, the higher the save rate.
4. **Expand before you renew.** Every customer conversation at month 9 should include an expansion discussion.
5. **Invest in relationships.** Australian SMBs buy from people they trust. Your CSMs are your retention engine — equip them well, measure them on retention outcomes, and compensate them accordingly.

---

*Want me to expand any specific section — such as a health score dashboard specification, a detailed onboarding email sequence, or a one-page CSM scorecard template? I'm happy to drill deeper into whichever area would have the biggest impact on your current retention performance.*