Barron Caster is the Director of Growth at Rev, where he is responsible for the self-serve product lines. An essential aspect of his work is to ensure that customers can efficiently and effectively purchase Rev’s services. He’s also tasked with making sure that the thousands of freelancers (which Rev contracts for translation and transcription work) that visit the Rev site each month are able to easily access what they need to begin a business relationship with Rev.
With such high volumes of active, curious, and engaged website visitors, there was a need to provide real-time answers to their questions. However, the costs of managing a live chat team capable of handling 2 million monthly site visitors would be astronomical and difficult to scale.
What’s more, content and SEO had also become an integral part of Barron’s responsibilities, and a vital aspect of Rev’s low-touch lead generation model. Rev’s blog is the leading content hub for all things video captions and transcription, which brings thousands of leads to the website every day.
So a fundamental problem emerged: how could Rev capture leads, provide a good customer experience, and improve SEO without breaking the bank?
Rev implemented the Frase Answer Assistant, which began capitalizing on strong website content to answer 80% of site visitor questions instantly. What’s more, the tool provided valuable insight into the types of questions that Rev didn’t have content capable of answering, and helped them build a comprehensive plan around creating content that could fill those gaps. As a result, their Frase Answer Assistant gets more powerful, their content becomes more comprehensive, and their customer experience becomes more seamless every day.