It’s about the money…
I used to be… not the biggest fan of live chat popups.
I saw them a lot of places, and they were usually very poorly done. Intrusive, annoying, and if you actually used them, totally ineffective.
They are often run by some kind of “AI” chatbot (not real AI), or almost as bad, an outsourced NPC in a huge factory farm somewhere with no knowledge of the product or customer service skills of any kind.
And I’m still very against that sort of thing, to be clear.
But then a client insisted we set one up. I didn’t think we needed it. We did it anyways.
And like everything else in customer service, it became a learning experience for me.
With a small enough customer complaint volume (default in my system), you can have real, intelligent, knowledgeable people manning the thing.
It’s great for potential buyers who are on the fence. And done right, it can make you a lot more money.
Especially on high ticket items, some customers will want to talk to someone first.
I just signed up for a somewhat expensive membership site this morning. I fully expect it to earn me more than the membership fee with the information inside.
But still, the initial payment was a lot for me right now. I messaged the live chat, got a person, and even a trivial (10%) discount.
It pushed me over the edge and I bought the thing.
These people are also doing it right. No fake AI. No mindless Indian factory farm NPC’s.
Real people who know about the product and have the authority to do the things necessary to make the sale.
(Filipinos do a great job of this under the right structure.)
What’s my point here?
If you have a bias against live chat, you may want to give it a try. It probably shouldn’t be your primary support channel (but it can be.)
But despite all the poor implementations out there, it CAN be done right. And it CAN make you a lot more money.
— Mark
P.S. Things like this only work well when you’ve got the basics right.
Adding complexity to an already broken system only makes things worse. Like gasoline on a fire.
But in a properly optimized system, that gasoline becomes the fuel to move you forward.
Get the system here: https://gumroad.com/l/rkbth/VIP
