Maslow had it wrong. To get it right, we have to move social needs to the bottom of his pyramid.
-Matthew Lieberman (Professor of Social Cognitive Neuroscience at UCLA and author of the book Social)
Babies would die without their caregivers at birth. Study after study show the pain and ill we go through when we are isolated from others like us. As humans, we are wired to connect to one another.
However, instead of connecting, we seem to be heading the opposite direction. On the streets and in restaurants people are looking at their phones instead of the person right next to them.
Businesses strive to make everything quicker, faster, and automated. Sending automated welcome emails with generic information to everyone who signs up. Introducing artificial intelligence to weed through support inquiries instead of having someone read and respond to your query.
It’s important to us here at Highrise to help people build great relationships. For many of our users, Highrise is an essential piece of that equation.
But what about us? How is our relationship with our users?
We try to make the welcome you get when signing up for Highrise a bit unique by changing the templates every day, asking people to chat, and a few other tweaks our CEO Nathan covers in detail here.
But we want to go even further. What else can we do?
Now, when you sign up for Highrise, you hear directly from me.
And by “directly from me”, I mean you see me, you hear me, and I address your individual needs based on what you’ve told us about you so far.
You get a personalized video.
I can't believe this is real. This is the most incredible onboarding I've ever seen from @highrise https://t.co/WEllIAgkGj
— Nate Berkopec (@nateberkopec) May 5, 2017
I personally greet you and ask you what you specifically need. And how we can help solve the problems you are having with your business.
The results so far have been really, really positive. And while making the human connection is the most important thing, we are hearing some really incredible feedback too.
First of all, holy crap. I’ve never gotten a video as a welcome message from a SaaS product before. I’m really impressed.
What an AWESOME email and video. Highrise is killin’ it! I really loved how personal this was.
Thanks Alison. I appreciate the thought and effort!
Hey Alison, that custom video for me was just mind blowing. Do you try to reach out to every customer that way? So impressed.
We are still a few weeks away from finding out whether or not these videos have an effect on our conversion rate. But one other huge factor is at play too: the memory of someone who cares. — Even if Highrise isn’t a good fit now, you may recommend us to friends, or even come back when the time is right. But most importantly, you might remember the human that took the time to make the connection with you.
As experts in helping people build great relationships, we keep learning too!