Jott Networks operates a voice to text service that helps users capture notes, set reminders and calendar appointments, and interact with web sites and services. Since fall of 2008, the company had been offering both free and paid service levels to users, with about 30% of users converting from the free to the paid service.
In January 2009, Jott announced an end to its free service and the introduction of a new voicemail to text service. Jott has an active community of users who blog and tweet about the convenience and ease of the service and the company was not expecting all of them to welcome the news. As an internet startup, the marketing team is small and Doug Aley, the VP of Marketing, was handling public perception of the announcement and launch pretty much solo:
“We have a small marketing team here at Jott, which makes it all the more important to have efficiency tools like Scout Labs to manage web communications. Making sure we are on the pulse of what our customers are saying helps us be more responsive in everything we do, from product development to pricing.” — Doug Aley - VP Marketing and Business Development, Jott Networks, Inc.
Scout Labs helped Jott to find all the mentions of Jott that came up during the critical time period, prioritize items for response, and track which posts had been responded to. The Scout Labs application is still helping Jott do the work of converting users of a free service to paying customers by helping them find instances of social media they need to respond to. Jott also continues to use Scout Labs to monitor key competitors and provide insight into the personal productivity and voice to text space.
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