Introducing: Messages

00:02 Okay, we're up and running. So, hello everyone, uhm, what I've got to show you today has been a long time coming, so really looking forward to taking you through this release. 00:12 Uh, what I'll do to start though is bring up a bit of a slideshow that I was giving to, uh, the Wine Communicators Direct-to-Consumer Symposium, uhm, a couple of months ago. 00:26 And basically, we were talking about the problem, wineries, well, not just wineries, but everyone, uhm, the problem, uh, the businesses are facing when it comes to engaging with their customers from afar. 00:40 Essentially, uh, all businesses, uh, the main mechanism for communicating with their customers, uh, remotely is via email. And email, uh, has been getting harder and harder, uh, to use, uhm, to engage with your customers uh, because of these, uh, automated, uh, promotional categories that people like 01:07 Gmail and whatnot are putting into their, uh, into their email system. So basically we all know that people, customers with a Gmail account, most of the promotional, uh, emails that you're sending them, um, are going to be landing in the promotions tab. 01:24 And a lot of people aren't going to be receiving those emails. I mean, sorry, they're receiving the emails, but they might not be opening them because they, they're not landing in the primary email folder. 01:34 You've got to go into the promotions folder and then go looking for it. So for example, uh, I've, I've got my promotions folder here. 01:43 And so here are all my promotions. And as you can see, I do not read them. And if we go down and have a look at sort of what I've received in the last, call it 24 hours or so, we'd probably be looking at around about, what's this? 02:00 Oh no. Further, further back than that. Uh, let's go back more. Yeah, probably around about, call it, what is it? 02:08 Midday here. So we'll call it around about, uh, here. Yeah. That's close enough. And so we look at all the promotional emails I've received in the last 24 hours and we're up to 70. 02:19 Um, and as you can see, I don't read them. So how do we solve this problem? Well, the thing is we need to solve the problem because the problem is actually around, is about to get a whole lot worse. 02:31 Um, obviously AI is a big thing at the moment and, um, AI is cool in so many ways, um, but it's also going to present new challenges for businesses, particularly when it comes to engaging with their customers, because whilst email clients like Google or Gmail have had promotion, uh, folders for a long 02:52 time, if a client has, if a customer has, uh, BigPond or IINet or OptusNet or whatever, a different email address, they haven't had these promotion folders, uh, getting between you and, uh, getting between you and your customers. 03:06 But the thing is is that Apple is now rolling out, uh, promotion folders, um, to everyone, right? Everyone with an iPhone, everyone with a Mac, um, is going to get a updates and promotions folder, uh, irrespective of the email client that they're using. 03:27 So now everyone with a BigPond account, IINet account, whatever it is. Is going to have a promotions tab added to, uh, added to their inbox. 03:37 And so basically, uh, it's not just Gmail people who are getting their emails flagged by promotions folders. Now it's going to be everyone. 03:46 And guaranteed, Apple's starting with this, but guaranteed Android's going to be doing it too. Um, the other thing I wanted to highlight is that, um, you can see it where the AI is going to be using, Well, sorry, AI is going to, They're going to be using contextual, um, awareness of what's happening 04:07 in all your apps. So you can also see it where, if you have sent a customer 300 emails over the last three years, uh, the AI will be able to see that, uh, your business has sent this customer 300 emails in the last three years. 04:24 And if that customer has only se- has only opened 10 of them, the AI will decide that, uh, the customer is obviously not very interested in your emails and therefore it won't surface them. 04:35 Um, even if, even if, um, even if you want them to. So it's going to be a challenge. Getting your communications in front of your customers. 04:47 Added to that is that the AI is also going to start reading the emails that you are sending and summarizing them for the customers. 04:56 So, um, essentially the first two lines preview of an email. Um, uh, on is not going to be your words. 05:03 It's going to be the AI summarizing the contents of that email. So first of all, the AI is going to be deciding what the user finds or what the user is likely to find important and what's not. 05:16 And then it's also going to be summarizing it, um, for the user as well. So clearly the answer to this is not to send more and more and more emails. 05:26 Um, if anything, um, this is going to have a detrimental effect. Um, because the AI is just going to, again, the AI is just going to look and say, all right, well, Dev sent 300 emails, he's opened five of them or ten of them, therefore not important, therefore ignore going forward. 05:43 So sending more emails is not, is not the solution. Um, certainly not more automated, um, marketing emails. So, uh, now the next solution or the next thing that people might say is, well, let's move into text messaging. 06:01 And text messaging is good for sort of updates and notifications, you know, your box is leaving the warehouse, your box is on its way, your box will be delivered today. 06:12 Customers don't mind text messaging for that, but they really don't like, or they generally don't like text messaging for marketing. 06:18 Um, and also sort of text messaging is very much more a circle of trust. So, um, businesses enter that circle of trust, um, uh, with caution. 06:30 Um, um, so I expect my email inbox to get pummeled, um, but not my text messages. I really don't like it when businesses, um, invade my text messages. 06:41 Um, but also the scammers have kind of ruined text messaging for everyone else as well because most people now know that you don't click on links in text messages. 06:50 Um, and you can see here, you know, in this example, um, my, my net back account, uh, will be, uh, will be suspended. 07:01 So, uh, the scammers have really stuffed text messaging up for everyone else. And also, too, you can see that the, uh, iOS, the iPhone is making it very, very easy for customers to report. 07:13 This is spam. So emails, uh, uh, about to, uh, about to encounter a massive shift. And text messages are not the answer. 07:24 So what do we do? And so this is where, uh, with wine sets ourselves up. Um, that's part from everyone else because we look at these problems and we want to solve them. 07:36 So basically, we've always said, you know, the solution is not to solve, it's not to sell your website. You know, getting a website these days is easy, getting customers to go to it and transact with it. 07:45 That's hard. Sending emails is easy, uh, getting customers to open the things and engage with them. That's hard. So it's these bigger problems that we're always trying to solve. 07:56 And so that's why we, uh, have built a solution to solve this bigger problem. Um, that no one else is, is trying to solve. 08:06 And so that's what I want to show you today. So basically, we've looked at this and said, okay, well, what if we could provide customers with an email inbox that has no filters? 08:16 So essentially, what if we could guarantee that your messaging gets in front of the customer? Um, what if we can also have it so that that inbox, it doesn't only just receive emails, it also receives and has the ability to send text messages back and forth. 08:31 As well. And then finally, what if that inbox had interactive widgets, um, that the customers could use so that they don't need to read the message here and then go over there to, uh, to take action that you want. 08:45 So one of the big problems with e-commerce at the moment is that, you know, you are sending emails, which the clients are reading in their email app and then to take the action that you want them to take. 08:57 They've then got to go over into their browser and log into a website. Um, and, you know, find the product, add it to the cart, check out, you know, there are all these steps that the customers have to do. 09:07 That's why conversion rates are generally so low because they've got to do something. Read it here, do it here, and it's just too many steps. 09:15 So it's not easy for the customer. So basically, what if we could do all of this in the one spot, right? 09:21 You're reading in, you're reading the message in the same location that you're taking action on the message. So that is what I want to show you today. 09:29 So that's a bit of context. Next. And what I'm going to do is I'm going to bring up pause and my phone here. 09:40 So point of sale. Now let's say, uh, let's say customer walks in. Um, so customer walks into the sell-a-door. Um, they're a new customer. 09:51 You've never seen them before and they're going to buy some, some wine from you, right? So everyone's seen this before. 09:58 Do the sale. Take the payment. Happy days. Um, and now this is where it's very important that you get the customer's email address. 10:07 We're always really trying to encourage people to ask customers for their contact details and grow the database. Um, so using any, uh, any, uh, excuse almost to get the customer to hand over their details, obviously, there are better excuses. 10:25 Um, some are good and some are bad. Um, but, uh, we give you plenty of, uh, mechanisms to get those. 10:32 Let's go. Contact details from, from the customer. Now, in this example, I'm going to show you, um, where I'm not going to join the customer up to the mailing list. 10:41 So I'm going to email off the receipt. Would you like the customer to, would you like the customer to join the mailing list? 10:47 I'm going to say no. And so that, uh, that will send off the email receipt to the customer. And then, um, so that order has now gone through. 10:58 And then obviously that email receipt will come through into my email account. I'll probably give it a couple of seconds and, and you'll see that email receipt come through and it'll say, hey, here's the wine you bought. 11:08 Here's a button to buy more of it, right? So that is what's happening after the point of sale. Now, what we've done though is something quite unique. 11:21 So we've completed that order and the customer has not joined the mailing list. So what I'm going to do now is open up the RM. 11:35 So, I'm going to go into my customer screen. Up here. Okay, so I'm going to go into customers. And what I'm going to do is, so I've got 11,000 people on my mailing list. 11:53 Um, and what I'm going to do is, say, show me the people who have purchased. So purchase something, 717 people have purchased something. 12:09 And then I want to say the people who have bought the rock block. 2018. Okay. Now, that customer we just put through pause. 12:24 They're not on my mailing list. They're not showing up anywhere. Um, because, um, again, I haven't joined the mailing list. 12:31 Um, um, so what we're going to do, though, is say, alright, well, I want to email everyone who has purchased the rock block. 12:41 So I'm gonna hit email here. Now in here, you can see that it's saying, uh, 35 people. Um, 35 people on your mailing list. 12:53 So that 76 number has gone down to 35 because I've got a whole bunch of people whose email address is getting bouncers and whatnot. 13:01 Um, so through this, See ya. 35 people are going to get this email to their inbox. Um, but also any with wine app followers who match the search criteria are going to get this email as well. 13:14 So what I'm going to do is say hi there. I'm gonna throw in a photo. And then I'm going to say, um, we hope you love the rock block, right? 13:27 Just whatever. I'm just, this is just to show you something. So I'm gonna send them an email. No. No. Click send job done now. 13:35 Um, those, when an email gets sent from with wine, uh, we put a, uh, put a bit of a delay on it so that, um, so that if you've made a mistake, you can go back. 13:45 So what I'm going to do is I'm just going to push that email through now. Just force it to send. 13:53 Um, and so that email, uh, has been sent to everyone on my mailing list. Um, who meet the crime. Um, so Clite area and any app followers. 14:07 Um, so now let's talk about the app. So now one month, six months, twelve months later, whatever it is, that customer after they've been through your point of sale, will get the app. 14:20 Um, and so we'll open it up. Okay. And now I want to show you this. So I've actually, I've actually logged into this app already. 14:31 So I've just skipped a couple of weeks The steps for the sake of the recording. So what I'm going to do is, first of all, I'm going to jump into my history. 14:39 So I've never used this app before. I've literally just downloaded it and logged in. And the wine I bought. X days or X months ago from the winery is now in my history list with a, with a button saying, do you want to buy more of it? 14:54 Right. Um, so even though I'm not on your mailing list, because that sale was attached to an email address and that, uh, email address is now being used to log into the app. 15:06 We can surface your purchase history. Um, uh, you, we can surface the purchase history in the history tab. So that's really nice, obviously. 15:14 So, uh, we're reminding people, Hey, this is what, this is what you, uh, this is what you bought historically. If you recorded the try and like data, we'll show here that they've tried it and liked it as well. 15:25 But I want to show you this messages tab. And this is what this updates all about. So in the past, the messages tab was, uh, . 15:33 . Essentially just an email inbox, right? Where you had, uh, an email from winery, a email from B, B, C, a, uh, and it was just, you know, email, email, email, email. 15:45 What we've done now, though, is made it so every winery has their own thread. So now when I go into, and remember, I didn't join the mailing list, right? 15:56 So I go into this thread. So here is my, um, here is my, um, um, . My email with the receipt. 16:06 So here's the email that was sent. So here's the receipt for your order. 3-3-9-5-5. Here's the receipt for your order. 16:15 3-3-9-5-5. Um, and you can see here, too, we've got these widgets. So we've converted the email into a text, and then we've also attached a widget, which in this case is the receipt. 16:29 So view your receipt. Alright? Now, that email campaign that I sent out to the 35 people who meet the criteria who are on my mailing list, but it also said it's going to send that email to any followers in the app as well. 16:46 So even though I'm not on your mailing list, in the app, I have also received that email from you. Right? 16:53 And the reason for that is because we've got auto-follow in here so that, um, so when someone purchases from you, uh, or lights are wine from you, we automatically make them a follower of you in the app. 17:11 So if I go into the Me tab, um, I'm following that winery automatically. And there's a setting where, um, where I can say I don't want to auto-follow, but it's on by default. 17:23 So basically, anyone who's bought from you historically is following you in the app. Um, and so when I jump into, uh, winery's profile and I jump into the manage tab, um, you'll see that that follow button is now switched on by default. 17:41 Um, now what I can do is actually, I can actually say, now I want to join the mailing list. So at the moment, the emails are only going into the customers app. 17:50 They're not going into my Gmail inbox because we don't have permission to do that. Um, but what I'm going to do here is so I am actually going to join your mailing list. 17:59 I'm going to switch that toggle on. And now. No? There you go. And now I am on that winery's mailing list. 18:07 So I'm going to go back into the customer screen. And we will find that customer. I will type in their email address and find them. 18:18 And I want to show you what else is happening, um, with these, uh, with these, uh, messages coming through. So let's get this customer now. 18:28 And so now they're on my mailing list. And so if I send them an email, it will go to their. 18:32 It will go. To their email inbox and the app. But what I'm going to do is. I'm going to, uh, join them up to a club. 18:48 So I'm going to start with a recurring order club and you'll see why, but I'm going to start off by joining them up to a recurring order club. 18:55 Um, six bottles, three times per year, all the same. Um, I want the first one. . . . Um, I'll do it in a month. 19:08 And one, two, three, four, five, six. Right. Uh, Richard Owens. Do you want to know my birthday? Nope. Um, 18. 19:28 Put in whatever address. And then. In. Credit card number. Cool. Yep. And I want to send the welcome email to the customer. 19:42 So. Now we're joining the club. Over here. Now watch what happens in the app. So you have signed that customer up to the wine club now. 19:51 And obviously they're going to get the welcome email, uh, to their, to their inbox. But look at this. You're also getting the, uh, you're also getting the club. 20:02 Uh, uh, sign up, um, messaging into the app as well. Now what I'm going to do is just find that customer again now in the club member's screen. 20:15 And I'm going to move their next charge date forward. Um. So we're going to make that September. We'll make it 27. 20:29 There we go. So now what I'm going to do is I'm going to join. When now, the reason why I've done that is because you know how the system will send out a heads up email. 20:42 Hey, you're recurring orders about to go through. Um. Now that I've brought that charge date forward, it will, you'll see that heads up email has got it will go into my Gmail inbox, but it will also come into the app after a period of time. 20:56 So. So here we go. Thanks for joining the wine club. So the messaging is here. It's also here, uh, within the with wine app. 21:03 you So now I'm going to join a customer choice club because I'd like you to see what happens here. So, um, now this is the one where the customer is choosing what they want each time. 21:13 So basically, hey, it's time for you to make your selection. Please make your selection here. Um, I've already got all their details. 21:19 So I just need to click this button and now they're joining this club. So now, um, that email will go through to my Gmail inbox. 21:27 But then it's also saying, hi Richard, thanks for joining, uh, this club. Um, it's for us. You're getting the Information coming through into the app as well. 21:36 And I should highlight too that all of these, if the app was closed, all of these firing off push notifications as well. 21:44 Okay. So let's now go back to that customer. And let's do a club run cause I'd like to show you what happens when we do a club run. 21:51 So we're going to post the club run. You've got the choice between this and this. And that. For example, uh, default order is going to be one. 22:04 Two, three, four, five, six. Plus six review. And we go blah, blah, blah. And then we post that club run. 22:17 But now when we post that club run, that is obviously going to send an email to the customer, uh, in their, in their inbox. 22:24 And you'll actually notice that the emails actually take a little bit longer to come through. Right. Um, so there's the thanks for joining email. 22:32 And that, uh, and that, the selection email will come through shortly, but over here in the app, we've not only sent through the message, um, the text that was in the email, but look, there's actually a widget down here as well. 22:44 Make your selection now. So these widgets, uh, they're all different. And basically we're starting with a few and we're going to make be making them, uh, making a lot more and making them a lot easier. 22:54 So basically that selection page is brought up in the same screen as my message. So no longer am I doing stuff here and then going over there. 23:03 I'm actually. I'm able to do it within the one screen, um, all in the app without bouncing around. Um, so that is that. 23:15 Now I also want to show you, um, let's say hypothetically, um, let's say hypothetically the customer says, um, now, you know, I'm going to the details and with that membership, um, they might say, uh, they might want to skip it hypothetically. 23:36 If you've got skips switched on. So I might come back and say, uh, sorry guys, but can I skip this? 23:46 Oops, skip. This one, please. Right? So I can text back and you'll see I've now got a message here saying so I can go into that messages tab and there's a lot of this. 24:04 It all real time as well. So I can go into my messages tab and, um, there's my message. Hey guys, sorry, but can I skip this one, please? 24:13 So in here I can go skip current plumb run. Right. And so that'll go through. So the skip has been applied. 24:25 And so now they've got the email to their inbox. Hey confirming that your skip request has gone through. Um, there you go. 24:33 So just go So the there's that email. You skip, uh, request to skip has gone through, but we're also sending it as a text message within the app. 24:41 Um, so much better and nicer, better customer experience than back and forthing, um, on the emails. So that is that. 24:50 Now, also wanted to show you another example of another widget that we've put in here. So let's say, uh, this customer is they're on, um, let's say they're on the phone with me and they're buying, uh, . 25:04 They're buying some Shiraz, uh, from, not that stock location, from the sell-it-all. There we go. So they're buying some Shiraz. 25:17 Let's need to check out. And what I'm going to do is I'm actually going to make this a pick up order. 25:26 So we're picking up from the sell-it-all instead of delivery. And so then I hit pay. And so now we're putting this order through for the customer. 25:35 . . . and obviously they will get their email receipt. Alright, here's your email receipt. View the details. Um, so now let's go into the orders screen. 25:46 So we've placed the order of the customers. Now I've got the confirmation of their order. Um, and they've got the receipt widget. 25:53 Now. So here it is here. So this is the order you'll see here too. Um, that, um. I'll see you in the next with now got send ready for pickup reminder. 26:08 So what we're going to do is, oh hang on. Um, yep. So now what we're going to do. Is say send pickup reminder because it's now ready to pick up. 26:23 So we're going to send off the pickup reminder email. And then, uh, with that email is going to go to my inbox obviously. 26:32 But then it's also going to go into to. Yeah, hey, your order is ready for pickup. And so now this is a different widget. 26:38 Uh, so I can tap on this widget and it will open up my maps app and give me driving directions to the sell it all. 26:45 Uh, for pickup. So as I say, we're starting with a couple of widgets. Um, for, for, um, for everything that's happening, uh, in your business currently, but we've got plans to do a lot more and we're, we're very excited about, uh, about where this is, uh. 27:04 Where this is going. So now what I'm also going to do is show you that auto follow again because, uh, let's say, for example, I now want to go into another winery. 27:19 And I've never engaged with this winery before. You can see the follow button is up here. And then, um, you can say, I, I, I can start a chat with the winery from within this, uh, Uh, profile, um, already. 27:37 But what I'm going to do is I'm actually going to go into one of their products and just like it. 27:42 Right? And you'll see that now that I've just liked that product, if I go into the manage tab, I'm now following that winery because there's that auto follow, um, capability. 27:53 So just liking a product switches on the follow and by switching on the follow that customer, that app user is now going to get emails that, uh, . 28:05 . . meet their criteria into the app. It won't go into their, into their email inbox, their, their Gmail or big pond email inbox because we don't have permission to send it there until they toggle on the join mailing list button. 28:19 But the main thing is, is that we're able to get your emails in front of customers, even if they haven't joined your mailing list. 28:26 So we think that's pretty cool. Um, you know, one thing just to excuse me, you would have seen as well. 28:33 We've had a lot of people say, . Hey, how do we, how do we promote the app to our customers? How do we get more people aware of it? 28:40 Um, so, uh, due to, uh, high demand, you probably saw this. Uh, we've put in these banners at the top of the emails as well. 28:51 So basically, um, those banners saying, Hey, uh, the one area wants you to get this app. Um, and then I can click on the app store. 28:59 If I'm an Apple user, um, which will take me to the Apple store. I can click on the, the Google Play button. 29:05 which will take me to the Google Play Store. So basically, uh, that's, uh, that's what we wanted to show you. 29:12 We're really, as I say, we're really excited, not only about the, not only, uh, for the fact that we're solving a huge problem, which is about to get a whole lot bigger, but also because this is a really innovative, um, solution, um, that, again, we don't see anyone else doing. 29:31 So it's that combination of an email smell embossed. We've text messaging with widgets, uh, obviously so that, uh, the customer's experience is enhanced, um, as best it can be. 29:45 And also, like I said, all of this is going through with push notifications. So that's what we wanted to show you. 29:50 Um, more to come, but we hope you enjoy it. And obviously, here's how people have got any questions. Uh, and we will see you soon. 29:59 Thanks. Bye.