Conversations

We recently implemented a live chat service on our website. It’s a tool offered by SnapEngage and I highly recommend it. We are already starting to see great results, as some visitors who may have otherwise clicked away are stopping to have a conversation. That’s the word. Conversation.

Conversations are what we want. Not a sales-driven Q&A that makes the person on the other end feel like they are having the keyboard equivalent of the dreaded auto-attendant experience; where every answer they give is rewarded with another cookie cutter question driving them further down a path that is invisible to them.

Anyways, back to that word: conversation. This recent post by Seth Godin sheds light on what a conversation is and how to start one. I like to think that we are building a sales and company culture that is all about engaging our target customers in conversations.  We do it on the phone dozens of times a day, we do it when we periodically go and live with customers and see how they work and use ConceptShare and we’ll continue doing it.. engaging our customers on a daily basis because the value of these conversations are immeasurable to us.

We can always do a better job of starting conversations. Doing it via live chat on our site is new to us. If you have recently talked to us this way, tell us how we are doing! Have we engaged you in a conversation that you found valuable? Did we immediately turn into the auto-attendant sales guy? Tell us about other live chat experiences that you thought were great (we want to learn from them) or were horrible (we want to learn what not to do).

Leave any feedback in the comments below or feel free to ping me at nish.patel AT conceptshare DOT com