Companies that use Live Conversation for customer interviews are finding out that they can achieve much more—and spend a lot less. You'll learn: - How to easily conduct interviews across the nation without ever leaving your office - Cut your interview costs by up to 90% - Reduce the time needed to schedule and recruit interviews by as much as 80% Get more done for less money, and do it faster. In this webinar, Janelle Estes, UserTesting's VP of Solutions Consulting, will take you through the math and share real-world details on how you can calculate the savings for yourself. We’ll also share stories from customers using Live Conversation showing how it’s helping their businesses today, and give you their tips and tricks on how to get the most from the product.

1. Human Insight on Demand
Saving Time and Money
With Live Conversation

2. “Works at the pace of
your business”
In-the-moment Access
Every Business Decision
Powered by Human Insights
“More humans on
demand than the rest of
the industry combined”
Massive, Diverse Panel
“Understand moments of
decision at every stage of
the customer journey”
360o Applicability

3. About UserTesting
Access to 1 million+ panelists
1M+
Sessions conducted per month
50K+
Sessions completed (15x more
than closest competitor)
1.5M+
Of sessions completed in less
than 2 hours
89%
Enterprise customers
600+
Since 2007, UserTesting has
been the category leader and
the first choice of the world’s
leading companies.
2007

4. Great CX Drives Business Results
GROW REVENUE
5.1x revenue growth of
CX leaders over laggards
5.1x
Customer Success
REDUCE COSTS
100x cost to fix something
post-launch vs. pre-launch
100x
IMPROVE PROFIT MARGINS
4.5x customers are willing to
pay a premium for excellent
vs. very poor experiences
4.5x
GET TO MARKET FASTER
66% reduction in time to
insights via UserTesting vs.
traditional methods
66%
RETAIN CUSTOMERS
89% of customers companies
retain based on providing
great experiences
89%
WIN AGAINST COMPETITION
66% reduction in time to
insights via UserTesting vs.
traditional methods
87%
Sources: Forrester’s Customer Experience Index Online Survey,
US Consumers 2016 McKinsey Quarterly, February 2017
Conversion rate double and an
8% increase in order size with
insights from UserTesting
Increases retention rates
by 15% with UserTesting
Achieved a 2.6% increase in
conversion and millions of dollars
in extra revenue
User engagement increased by
8% with insights from UserTesting
For every $1 spent on customer experience,
companies see $2-$100 in return.

5. Presenters
Michael Mace
VP Product Marketing
Mike has been in the tech industry for decades and has worked in companies ranging
from startups to big firms like Apple. He is deeply passionate about helping
companies create better customer experiences.
Janelle Estes
VP Solutions Consulting
Janelle and her team help Enterprise clients plan their research roadmaps. A former User
Experience Consultant at Nielsen Norman Group and Research Associate at Forrester
Research, Janelle has planned and conducted qualitative and quantitative user research on
websites, applications, mobile devices and intranets in North America, Europe and
Australia.

6. Summary
• Live Conversation makes it simple to recruit and schedule live online
interviews with customers
• Live interviews are powerful, but the process of getting them is awful
• Live Conversation takes the pain out of recruiting and scheduling
• Saves up to 90% of money and time spent
• Much more than usability tests

7. Agenda
• About Live Conversation
• How it saves you time and money
• What you can do with it
• Q&A

8. Introducing
Live Conversation
• Live video interviews on demand
• Integrated system
• Automated scheduling and
recruitment works around your
schedule
• One business day lead time
• Your exact customer target
• Integrated with your dashboard
• Lets you choose how you engage

9. Sample Video Clip

10. Agenda
• About Live Conversation
• How it saves you time and money
• What you can do with it
• Q&A

11. Typical Costs Of An In-Person Study
• Recruiting & incentives
• Technology
• Facility & travel
• Productivity

12. Recruiting & Incentive Costs
Traditional method
Recruiting: $175/participant +
$250 setup fee
Incentives: $150/participant
Total: $325/participant
With Live Conversation
Included with license

13. Technology Costs
Traditional method
Video hosting: $500
Web conferencing software: $600
Recording software: $200
Total technology costs/year:
$1,300
With Live Conversation
Included with license

14. Facility & Travel Costs
Traditional method
Facility or room rental/usage
costs: $1,000/day
Participant food/beverage:
$250/day
Travel costs: if applicable
Transcription services: $50/hour
Total facility/travel cost/study
for a 2-day study: $3,500
With Live Conversation
No facility
No travel
Transcription included in license costs

15. Productivity Costs
Traditional method
Lead time for recruiting:
10 business days
Lead time to kickoff project:
15 business days
With Live Conversation
1 business day for recruiting
Kickoff immediately

16. Study Management Costs (in hours)
Traditional Method With Live Conversation
Managing agency/vendor 3 0
Managing recruiter 2 0
Managing internal stakeholders/teams 3 3
Creating test plan 2 2
Time between sessions & lunch/breaks 2 1
No shows 2 1
Distributing incentives
(if not handled by recruiter)
1 0
Uploading videos to shared drive 1 0
Additional tasks
Total hours/study 16 7

17. Total Cost/Study Using Traditional Methods
(Assuming 8-person study over 2 days)
• Recruiting & incentives: $2,600
• Technology: $1,300
• Facility & travel: $2,500
• Study management costs: $800
• Number of “idle” days: 25 days
Total costs per study: $7,200 and 25 “idle” days

18. Annual costs of monthly study using traditional
methods vs. Live Conversation
(12 studies per year, 8 people per study)
Traditional
Methods
With Live
Conversation*
Savings % Saved
Total costs $79,900 $29,200 $50,700 63%
Recruiting & incentives $39,000 included
Technology $1,300 included
Salary costs for managing studies** $9,600 $4,200
Facility & travel costs $30,000
included/not
needed
Number of "idle" days 300 60 240 80%

19. What is the value of minimizing “idle” days?
• Less time “waiting” for research to be conducted
• Shorter design cycles/iterations
• More “throughput” of research
. . . Faster time to market

20. More frequent testing with Live Conversation
(25 studies per year, 10 participants per study)
Current
Solution
With Live
Conversation*
Saved % Saved
Total costs $180,050 $33,750 $146,300 81%
Recruiting & incentives $81,250 included
Technology $1,300 included
Salary costs for managing
studies**
$20,000 $8,750
Facility & travel costs $77,500 included/not needed
Number of "idle" days 625 125 500 80%

21. Break-even point
(~4 studies, 8 participants per study)
Current Solution
With Live
Conversation*
Saved % Saved
Total costs $26,820 $26,400 $420 2%
Recruiting & incentives $10,400 included
Technology $1,300 included
Salary costs for managing
studies**
$3,200 $1,400
Facility & travel costs $11,920 included/not needed
Number of "idle" days 100 20 80 80%

22. Agenda
• About Live Conversation
• How it saves you time and money
• What you can do with it
• Q&A

23. “When recruiting live participants for
Walmart, Live Conversation
eliminated logistical nightmares –
such as scheduling, travel time, and
no-shows – and enabled us to
conduct live research in days, not
weeks or months.”
– Sapient Razorfish
“The bonus of being able to run a
live test while keeping the ability to
recruit people easily from the
UserTesting panel is awesome.”

24. Product Discovery
Major financial services firm
Traditional structured focus groups
Replaced the focus groups with
Live Conversation interviews
• Six hours of groups • Faster and easier to schedule
• Long setup process, groupthink, no-shows • More individual insights

25. Market Exploration
Product management at a very large B2C device company
Traditional in-house interviews
Parental purchase process
Device usage in home
• Slow • Annual cost same as one in-person study
• Limited to single city • Research nationwide
• Expensive • Fits corporate security guidelines
• Security concerns

26. Prototype Testing
Professional services firm
On-site interviews “Which features to bundle?”
• Logistically complex • Test nationwide, faster and easier
• Slow to schedule
• Learned California feedback was biasing
products
• Limited to one city in California
• “It was a great feeling: Here I am at my desk
talking to people nationwide.”

27. For More Information
• Usertesting.com/product/live-conversation
• Two videos
• Overview and demo
• Two whitepapers
• Product overview and use cases

28. Remember
• Live Conversation makes live interviews pain-free and easy for everyone
– Available now
• The savings can be enormous
– Up to 90% cut in cost
– Up to 80% reduction in work time
• Much more than usability

29. Q&A