Chili Piper Demand Conversion Platform

Mike Rizzo: Hey everybody, welcome to our favorite thing, the No Bullshit Demo Series. And today I’m excited to be talking with Madeline about Some of their product capabilities. I’m going to just pass it over to her and let her introduce herself and then we’ll jump into the questions as you might expect, but please introduce yourself.

Madeleine Work: Yeah, I’m Madeline. I’m the product marketing manager over at Chili Piper. Awesome.

Mike Rizzo: Well, I’m super excited to have you walking us through, uh, the hot product, Chili Piper. I think most of us know about it. Uh, definitely pun intended, uh, but the, uh, first question as we always like to ask is why don’t you tell us a little bit about the product and what it does and why it exists?

Madeleine Work: Yep. So Chili Piper is, uh, we’re most well known for our form scheduling solution. So someone goes to your website, they book a demo, fill out a form, and then we qualify route and schedule that demo with someone on your sales team. Um, but we’ve recently launched a full suite of product. So we’re now a demand conversion platform.

So we’re converting all types of demand into, uh, into pipeline, into revenue across all points of the funnel. So it’s the form scheduling solution that everyone knows and loves. We also have a CRM routing, uh, chat and then team scheduling and also email scheduling just from like one to one emails.

Mike Rizzo: Wow, it’s come a long way We have another no bullshit demo for Chili Piper, which I think absolutely people should continue to check out But but this will be really exciting to see where things have gone over the last I don’t know a year or two since we last recorded with y’all.

That’s exciting. Yeah,

Madeleine Work: we’ve A lot we’ve launched to our new fire platform and it’s very fire Very cool. Yeah.

Mike Rizzo: Awesome. Okay. Well, cool. Let’s jump in. Um, next question. Why do Mopros use your product? And if you can, you know, help share a couple of examples of where that product really shines.

Madeleine Work: Totally. So this is a test scheduling form.

Um, from here, you can. Uh, route, qualify route and schedule folks who are filling out a form on your website. So for us, uh, we only work with Salesforce and HubSpot CRM, so we’ll automatically disqualify anyone who chooses other or none. Um, and we also tend to work best with companies who are 11, uh, Employees and above.

So anyone in that 1 to 10 queue will be routed to just go sign up for a free trial of our email scheduling product. So this all happens in the Chile library. You click the submit button. It thinks it routes me to the right person and. And go ahead and schedule a demo. I’m going to be meeting with Joey tomorrow.

Um, so let’s see how that all works on the back end. So here, uh, first we’re going to select a trigger. Uh, so if the web form is submitted, we can go ahead and copy this URL and we can, uh, paste it here. So you can paste your URL. It’ll find the form and then it’ll automatically map fields based on your Based on your serum, it didn’t get this one, so you can just manually add that in.

Um, and then you can also have it in apps. So like if you’re within your application, if you’re trying to do upsell or cross sale motions, or if you have a free trial motion, um, and then also any email marketing, you can put this link into an email campaign and people can book a demo from your email campaigns as well.

Um, so I’m just going to really quickly create a routing role path. So here, let’s say that we want to route by a e ownership. Let’s see, we have an ownership rule here. We’ll route to VDR ownership, and then we’re going to display this calendar. If they schedule it, then we’ll send them back to our thank you page.

And then if not, then we’ll send it back to the form. So we can do this, we can easily duplicate these routers. If you have different teams that you want to route it to, you can move these up and down. You can delete them. Um, it’s pretty, pretty sweet. Alright, so another common way that people use ChiliPiper is just CRM routing.

So if Um, any updates to existing records or if new records are created in your CRM. So you can, in this, in this example, if a lead, if a new lead is created, then it’ll trigger this. routing rule or this routing flow, but you can also have, uh, if things are created or updated and you can have on any object, the lead contact, any standard object or any custom objects that you want to pull in.

Um, and it can be a record creation or it can also be a field updated on an existing object. Um, on an existing record. So here, let’s just keep it as it was. If a lead is created, and a source equals event, first it’ll run through your duplicate matching, so it’ll do lead to contact, lead to lead matching.

If there’s, um, and you can set up all of those duplicate rules somewhere else in the, in the app where I can get to later. Um, and then it’ll run through your routing rules. So here, if it’s in the healthcare industry, It’ll route to the healthcare team. If it’s in the electronics industry, it’ll route to the electronics team.

And then you can also add, do all of these actions within your CRM. So it can update this field. The lead status field is assigned. It can create a task. You can add it to a campaign and set up your SLAs. So if after five hours, nobody, this status doesn’t change. We can send a Slack and email notification to the assignee.

And then after. The status does change. Then we can automatically create an opportunity within your CRM. Um, and again, you can just duplicate this if you want to route it to a different industry. Um, you can easily move stuff around. Uh, it’s pretty cool. Another way that people are using Chili Piper, uh, this is brand new.

We just launched a chat bot. Um, but people are always using Chili Piper for chat. So, uh, in this situation, let me just actually show you what it looks like. Uh, on your page. So here you can click to taste, or you click to taste your gourmet journey. Um, if you have a question on pricing or demo, so let’s say demo.

Um, and then Chili Piper is going to pop up a meeting module in here. Um, I can go ahead and book a meeting, enter my email, and schedule my meeting right in.

Right in this chat module

Mike Rizzo: here. Yeah. It’s very streamlined. I like that.

Madeleine Work: It’s very slick. Um, and so how that works on the back end here, you can either have like this chat feature and route someone to a live chat in the back end, or here we just have it set up so that you can route someone to a demo. And we also have this cool thing to move all around cause they can get pretty gigantic the journeys, especially with, um, more complex.

Mike Rizzo: Alright, so you just showed us a couple of really interesting use cases. We’ve, we’ve hit three, but before we started recording, you said that there’s like something even more exciting and new and. Okay. So you got to tell us, like, what is it?

Madeleine Work: So what’s really cool about this new, uh, Chile Piper, this new platform is that you can reuse all of your rules, meeting types, teams, distributions across the different products.

Um, which is so nice. So with this, for example, the AE ownership rule, you can see how it’s configured. Um, so if the account isn’t a customer, um, and if the contact lead is any of these owners, um, And then you, it’s used in all of these. So it’s in concierge, it’s in distro, it’s in chat. So if you need to make updates to this, like we all know that VPs of sales, they love to update the territory rules all over the time.

So anytime they make an update, anytime you need to change a territory, you just change it in one place and then. It’s updated across everything. So the same with rules, if you have teams, if someone leads the team, if someone joins the team, if you need to change, like if someone gets promoted and moved to the enterprise team, you just change it in one spot and then that’s applied everywhere.

Super, super nice.

Mike Rizzo: That is magical, especially for all those that are familiar with tokens and things on the Marketo side of the world, right? Like I got, I got my My first little taste of that kind of environment in the last couple of years here and that’s really powerful when you can just make one update and cascade it across everything.

So really exciting. Those are some awesome updates you guys have made. Uh, I’m sure people are going to be thrilled to come check it out. And you, You can try a lot of that stuff for free, right?

Madeleine Work: So the Chili Cal, which is their email scheduling, we do offer a free trial for that on our website. Um, but for most things, uh, you can talk to our sales team and then we can offer a free trial before any commitment.

Mike Rizzo: Okay. Well, that’s exciting too. So, all right, let’s keep rocking through our, uh, no bullshit demo here. So. Let’s talk about integrations. What would you say are the most frequently used integrations with ChiliPiper?

Madeleine Work: Yeah, so we have over a hundred integrations, but the ones that we see a lot of people using are the G2 integration where you can set up a ChiliPiper Qualify routing and scheduling situation right from your G2 page.

So instead of book a demo, instead of wait to hear from someone, you can just book a demo, qualify route, and schedule right there from your G2 page. Um, and that’s free. So it’s free if you have ChiliPiper and G2. There’s no extra cost for that. And then Clearbit is another one that people like using just to, Keep your forms really short.

Um, I think Gong is one of our customers that use Clearbit really well. They just have one single form build. So you just put in your email address and schedule a meeting and then it takes care of everything in the back end.

Mike Rizzo: Interesting. Yeah. Well, those are cool. I didn’t know about those either. So I’m glad you shared that.

Um, all right, so let’s talk about the average size of your customer. You kind of hinted at it as you walked through the demo and you said, Hey, at Chili Piper, we tend to only work with companies that use Salesforce and HubSpot and you have 11 or more, but like we’re, you know, what’s your, what’s the sort of sweet spot there?

Madeleine Work: Yeah, I think 11 or more is where we would start to consider, but I think once you get to a point where your sales team is at least five people, um, and we usually see that in companies around like 50 plus. Is when you want to use something like Chili Piper. That’s when, um, sales reps start to have lots of opinions about how many leads they get versus other people on the team.

And you want to make sure that your lead distribution is even and that you’re able to track why, which leader, which meeting was routed to which person. Um, so I think around like five reps. is that sweet spot. Anything above that.

Mike Rizzo: Got it. That makes sense. And then let’s talk about the implementation timeline.

So you touched on a few different sort of use cases there. Does it sort of vary depending on what they’re implementing now? So how do we sort of think about implementation timelines?

Madeleine Work: Yeah, it does vary, which is everyone’s favorite answer, but it really does depend on your, on your situation. But what we usually see is it takes about three calls with us to get you up and running.

Um, of course this can be a lot more, it depends on your, it depends, it really depends, but the bigger companies will need more time and the average size companies about three calls. To get set up.

Mike Rizzo: Okay. That’s not too bad. Um, and then let’s talk about the pricing model. So, um, you know, first and foremost, like how is it priced out and then are there any additional sort of like set up fees that are mandatory?

Talk us through that.

Madeleine Work: Yeah. So there’s no implementation fees. Uh, everyone, regardless of your contract size, gets an onboarding specialist will walk you through everything and help you set things up. Um, and as far as pricing, we have fully, I’m actually sure my screen, which is our pricing page. Um.

Mike Rizzo: And obviously disclaimer folks at the time of this recording, this is what this page says, uh, and we will update it with Jilly Piper if they ever make a change.

But for right now, here’s what we got.

Madeleine Work: Yeah. Um, and whatever is on our pricing page is going to be the single source of truth. So we have fully transparent pricing. What’s on our pricing page is the real price. Um, and everyone pays the same price regardless if you’re. If you’re a three person company or if you’re meta, everyone is on the same pricing structure.

We don’t do one on one negotiations. Um, so what’s new with our new demand conversion platform is that we do discounts based on how many products you have. So let’s say if we have 50 users for concierge, it’s 30 per user plus a platform fee. Um, but then if you want to add on distro, which is a CRM routing, then that’s going to go down to just 25 per user.

And then we waive one of those platform fees. And then what also is really cool, if you want to add chat where you have people just book a demo directly from your live chat, but you don’t want anyone or book a demo directly from chat, but you don’t want anyone on live chat, you can just get that for an extra 600 a month without paying any.

User fees, so we’ll just charge you for the chat bot, not for any user fees, but if you do users, then that is cool. Go down to $20 per user per month. It gets less and less expensive the more products you bundle.

Mike Rizzo: I like that and I like it that the, the pricing page is accessible for all of our marketing ops and rev ops pros out there to go sort of tinker with and it’s

Madeleine Work: back to your email address in to see it like play around with it.

Mike Rizzo: We won’t know who you are. We won’t know who you are. Um, all right. So let’s talk about the teams that we think need to be involved to get fully implemented. Obviously, again, we’re talking about a number of different modules these days. You’ve got live chat, you’ve got you know, lead routing, all that stuff, but who do you typically see are the teams that are involved to implement Chili Pepper?

Madeleine Work: Yeah, it’s definitely the opposite Folks, so sales ops, marketing ops are the main people who are implementing and building out the playbooks, building out the routing rules, all of that stuff. Um, and then usually they’ll need some kind of buy in from marketing and sales leadership, just as far as like the routing rules, where things are going to appear, like who, who gets what, like those kinds of specific details, but the day to day.

Like actual implementation is those ops folks.

Mike Rizzo: Okay, perfect. And then let’s talk a little bit about implementations and getting those done successfully. So, you know, great that you have an onboarding team to sort of walk you through that. In some cases, I won’t name all the names, but there’s some pretty large CRMs out there where it’s like, you, you might actually just want to hire an external agency.

So in this case, Are external agencies or consultants needed to sort of get implemented and have some success in Chili Piper? Is it a best practice? What are your thoughts?

Madeleine Work: Not really. Um, we do have some customers who use implementations or they use agencies, but they’re usually working with the, some of those larger CRMs that you mentioned, and they, they more needed on the CRM side with Chili Piper is quite easy to set up.

And you have an onboarding specialist and we also have 24, five support available. So it’s, it’s not, it’s not too complicated. You can do it yourself easily.

Mike Rizzo: Very cool. 24. 5. I like that.

Madeleine Work: Yeah.

Mike Rizzo: All right. And let’s talk about support options. Speaking of 24. 5. So, um, sounds like 24. 5 is there, is there any additional support that can be purchased?

Uh, what, what does the support packages look like?

Madeleine Work: Yeah, so the support, uh, is included for everyone. If you just like, as far as sending support tickets and getting that kind of like one off support, um, above a certain contract size, uh, you also get a dedicated customer success manager. And so you can reach out to them anytime you have questions.

If you want to set up something new, you can reach out to them

Mike Rizzo: for the. Average time it takes to see success. So obviously we, we talked about, you know, implementation timelines and the sort of, it depends thing. Um, obviously this is another one of those opportunities to say it sort of depends, um, but we do like to just kind of have a sense of, you know, if, if we were to stand up some new lead routing practices or some live chat, you know, what would you say it takes somebody like handful of weeks, couple of months, like when do they start to see sort of an ROI from the investment?

Madeleine Work: Yeah, so this is the best thing about Chili Piper is that as soon as you launch it on your website, you’ll start to see results like the conversion rate is going to increase. As soon as you launch Chili Piper on your website. So we see people start to see you, uh, ROI within a week, a couple of weeks. It depends on how many inbound leads you’re getting.

Um, but yeah, ROI is super fast.

Mike Rizzo: Okay. Very cool. Um, well, thank you so much for taking us through another no bullshit demo of all the exciting updates with Chili Piper. Um, and I think if, uh, if you have nothing else to share, I think we’ll call it a wrap.

Madeleine Work: Awesome. Well, thanks so much for having us. Excited. So fun to show off all of these new features.

Yeah.

Mike Rizzo: Yeah. I’m looking forward to having you back again, probably in like six months at the rate you’re going.

Madeleine Work: That’s for sure.

Mike Rizzo: I love it. All right. Thanks.