How Vidyard cut no-shows by 33% with Chili Piper and personalized video

Vidyard combined Chili Piper’s meeting routing with automated personalized videos to reduce qualified meeting no-shows by 33%, without adding extra work for sales reps

I’ve sat on both sides of the no-show, and I’m not sure which one stings more. I’ve been an account executive and a marketer, and it can ruin your day in both jobs.

As a marketer, you pour time and budget into generating demand. You’re always trying to move your conversion rate up, and a no-show pulls it right back down.

As a rep, it’s a different kind of sting. You block time to prepare, learn the prospect’s pain points, and show up ready. Then… crickets. That’s a slot you could have spent with someone who was ready to talk.

For revenue leaders, no-shows are one of the most expensive leaks in the funnel because almost everything upstream has already happened and been paid for. 

So we set out to find a way to get more qualified buyers to actually attend the meetings they booked. The answer turned out to be a simple automated workflow using Chili Piper and Vidyard.

Why buyers ghost after booking

Most B2B buyers are talking to more than one vendor. In fact, 6sense found that the average buyer considers nearly five vendors and has most of their shortlist decided on day one.

A booked demo is a good signal, but it isn’t a firm commitment. When a buyer has several vendor meetings on their calendar, yours can easily be forgotten or deprioritized.

We use Chili Piper to book meetings because it gets buyers to the right person fast. It routes each prospect to the rep who owns the account, lets them self-schedule directly from the form, and logs every booking in Salesforce and Marketo. The meeting gets booked with the right rep, and the details are immediately available in our systems.

Chili Piper had the right person covered. What we wanted to add was the right message from that person, something personal enough to stand out in the inbox.

That’s where Vidyard comes in. The moment a meeting is booked, the prospect receives a short, personalized video from the actual rep they’re about to meet.

Chili Piper connects the buyer with the right person. Vidyard helps that person deliver the right message using their own face and voice. It feels personal to the buyer but runs automatically for the rep.

The payoff was immediate. In the first month, our no-show rate dropped by a third. Here is exactly how we did it, plus a few other ways to run the same play across the customer lifecycle.

The Vidyard tool behind the workflow

The workflow in this piece runs on Video Agent, which creates and sends personalized AI Avatar  videos when something happens in your workflow, such as a prospect booking through Chili Piper.

The rep creates their avatar and writes a reusable script with fields for details like the prospect’s name, company, and meeting time. From there, Vidyard automatically generates each video using the rep’s face and voice.

The prospect gets a video that feels one-to-one, without the rep recording a new video every time.

The play: send a video the moment a meeting is booked

Here is the exact workflow we ran. Three tools do the work, and it helps to know the job each one has. Chili Piper is where the meeting gets booked. Vidyard is where the personalized video gets made and sent. Zapier is the connector in the middle that watches for the booking and tells Vidyard to go. 

You do not need to be technical to set this up, and once it is built it runs automatically.

At a high level, three things happen:

1. A prospect books a meeting in Chili Piper.
2. Zapier catches the booking (the trigger is Meeting Created) and passes the details along.
3. Video Agent generates a personalized video from your reusable script, pulling the prospect's name, company, and meeting time straight from the booking, then sends it from wherever your team already works, email or CRM.

The only thing you set up by hand is the video recipe itself, once per rep: pick the avatar, write the script, and drop in variables like {{first name}} and {{company}}. Everything after that is automatic.

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Point the Vidyard action at the campaign you want it to use.

Follow the step-by-step in Vidyard’s Zapier guide and Chili Piper’s integration setup article. 

That is the whole setup. From this point on, every time someone books a meeting in Chili Piper, Video Agent creates and sends a personalized video on its own. No recording, no reminders to chase, no rep action needed.

What happened when we ran it

Before this workflow, more than one in ten qualified meetings ended in a no-show. Within the first month of adding personalized video confirmations, our no-show rate dropped by about a third and stayed there.

That meant more demos held and more pipeline from demand we had already generated, without asking reps to do more work.

Why did video work better than a standard reminder? A calendar notification says, “You have a meeting.” A personalized video says, “A real person is expecting you.”

It made the meeting feel more personal before it even started.

Best of all, there was no ongoing work for the rep. Once we set up the campaign and automation, each video was created and sent automatically.

Run the same play across the customer lifecycle

Meeting confirmations are where we measured the impact, but the same trigger-and-video workflow can support other pre-sales and post-sales moments.

Follow up when someone fills out a form but doesn’t book

Sometimes a prospect fills out your form but does not book a time on the Chili Piper calendar. Instead of letting that intent go cold, you can trigger a personalized video that nudges them back to the calendar with a friendly, human follow-up. This is a play we have run at Vidyard, and it turns a silent drop-off into a second chance.

Introduce the next rep during a sales handoff

When a deal moves between teams, for example a Chili Piper Handoff from an SDR to an AE, the new owner can send a quick video introduction so the buyer is not blindsided by a new name. A warm face on the handoff keeps the momentum from stalling.

Put a face to post-sales meetings

This is not only a pre-sales play. If a customer books time with an AM or CSM, the same workflow can fire a personalized video before the call. A few possibilities worth exploring:

• A welcome video the moment a new customer books their kickoff, so they meet their CSM before day one.
• A friendly face on a QBR or milestone check-in booking, to make the touchpoint feel less transactional.
• A pre-renewal video from the account owner that reminds the customer of the value delivered before the renewal conversation.

Chili Piper already supports booking the right post-sales owners, including multi-stakeholder bookings for account kickoffs and CS meetings. Layering a personalized video on top is a natural next step for keeping the human touch as accounts grow.

And honestly, these are just examples. If there’s a trigger for it in your tech stack, there’s probably a personalized video play for it. You can browse more ideas in the Video Agent use case hub.

Steal this play

If no-shows are eating into your numbers, this is one of the fastest wins you can set up. There is a ready-made Chili Piper + Vidyard workflow template on Zapier that gets you most of the way there.

The ready-made Zapier template. Click “Use this workflow” to start from a working flow.

New to Vidyard? See Video Agent in action. Already a customer? Follow the Zapier setup guide and you can have this running before lunch.

In the meantime, stay spicy. 🔥