Hey, thanks for the question. Surprisingly, not that many people take us up on the demo. Most people just hop on and create an account and get going on their own.
However, I try to personally talk to as many customers as I can and we just started asking for phone numbers so I can call them. We will see how that goes The demos are in large part how we get feedback on how we can improve. When we first started out, the average potential customer (that quit before becoming a customer because we lacked so many features) would give us a list of 5 or so features that we needed to have in order for our software to work for their business. After talking to hundreds and hundreds of our customers, we found a ton of patterns in what was needed and have built in almost all of their feature requests. I dont think i could get that feedback without good relationships with the customers. Today, we get less requests because the product is so much more robust... but I still really like to talk with customers.
Another answer... which works in parallel... We have so many features that customers don't know about or shouldn't need to know... so if I can get on the phone with a customer (me or one of our support people) we can really optimize their site with best practices, without them having to try and sort it all out on their own. I often build buttons for our customers that match their branding... I even embed code onto their sites (wordpress, web.com, weebly, squarespace, etc). I actually log in and make it all work for them. I think its fun, and one of the best parts of my job.
If I was to add up the time spent doing one-on-ones vs the dollars earned at 20-60 per month, it might be rough... But I think the relationships we are building with the customers has been a huge help in getting/keeping customers. thinking about the LV of the customer, I think we come out on top.