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Should You Add Live Chat?

Spoiler alert. The answer is “yes.” Read on if you’d like to know more about what drove our decision to implement live chat on our website.

It all started last month in San Antonio at the ProSource Spring Summit. There I was, minding my own business, sitting around the table with some of the brightest minds in our industry. I’m talking folks like Maxicon’s Andre Klein, Admit One’s Lance Anderson, and TRIPhase’s Robert Haecker (not to mention Julie Jacobson and a few other CI luminaries).

We all shared best practices with each other (nothing new there). If you’ve ever attended a conference, I’m sure you can relate to the dreaded seminar effect where whatever you’re into at the event seems super important at the time and fades quickly upon return home to the day-to-day whirlwind. I’ve become hyper self-aware over the last few years of my tendency to come back from conferences with a lengthy list of to-do items only to achieve nothing. Nowadays I try to accomplish no more than three things when coming back from a show, making sure to complete them sequentially, so I’m only working on one thing at a time. I know it sounds like kindergarten stuff, but I’ve found it to be incredibly effective.

Also by Henry Clifford: Scripting Your Way To Victory

As we dived deeper into our best-practice sharing, the topic of live chat arose. In case you’re not familiar, live chat offers the ability to engage your website visitors with a live person, usually through a pop-up chat session on the home page. Live chat promises to capture clients who are “just browsing” and convert them into warm leads. I’ve been skeptical about trying it at Livewire, so I was very curious to hear what my colleagues had to say.

Many of the integrators at my table used One Firefly’s Lead Concierge live chat service and had great things to say about it. One integrator recounted that he’d seen $50,000 of business come into his company over the last year because of it. That got my attention.

As soon as I got home I emailed the One Firefly folks, filled out a few forms, and was up and running in a few days (they took care of setting it up on our website). The price is very affordable with monthly rates starting at $199 monthly).

Within 24 hours of Lead Concierge installation, we had our first lead submitted to our sales team. We converted that client into an outdoor audio and lighting sale. My next reaction was frustration. Why hadn’t I done this sooner? The next few days saw similar results. We’ve now had Lead Concierge installed for about a month and we’re getting two-to-three qualified leads in weekly. That’s huge for us.

Also by Henry Clifford: Going Old School to Rack Up Reviews

There are plenty of live chat solutions out there, and One Firefly isn’t the only game in town, but they sure made it easy for us.

Full disclaimer: One Firefly has no idea I’m writing this article and it’s driven by my own great experience with the product.

Have you tried Live Chat? If not, will you?

Stay frosty, and see you in the field.