First, LiveChat is a game changer!
At the suggestion of a friend Ryan Schmidt, we implemented LiveChat on July 17. Since then, I’ve had the pleasure of speaking with 144 different people around the world. Some customers, some prospective customers, some tire kickers and one troll.
What we’ve learned…
– These are people on our website that are engaged and may not have otherwise sent an email with their comment or question.
– Our onboarding sucks and we didn’t realize how bad until we saw how many people were asking how it works and how to get started.
– Our name is polarizing. Some people love it but it scares others.
– 50% of the questions are about pricing and we didn’t display a pricing link on page. We’re going to run A/B tests for a few of the scenarios we have.
– 25 of these conversations led to direct signups and subscriptions.
– Managing these conversations take time and I don’t know if it will be sustainable for me to be the only one managing our queue.
– A lot of our traffic is stemming from articles written on us back in April.
– People aren’t patient when they start a chat and I’m not able to reply within a few seconds. Managing expectations here with a queue is important.
My wishlist for LiveChat:
– I wish there was an easier way to share a file or screenshot.
– I wish there was a way to do country level targeting.
– I wish there was a way to initiate a voice call or screen share.
I can’t think of a single business that wouldn’t benefit from having LiveChat installed.
Growth Guy at SellHack