General Consultant Discussion

Every time I put up a web chat service -- I'm disappointed

I'm missing something. Are you disappointed with the customer dialog or the actual chat product? Nothing beats the time the customer swore at you when you dared mention that you would charge them.

I'm disappointed that the only people I've ever seen use chat are people who have no budget -- and in fact are not remotely candidates for any consulting services. Yet I keep trying hoping that maybe I'll get different results. Isn't that the definition of insanity...

As entrepreneurs we are all guilty of over-optimism at times. The sad thing is... how do people really find new customers? It seems that a lot of folks rely on my age-old method: cross your fingers and wait by the phone. I'm branching out more and more these days but hearing you talk about it is kind of depressing. Considering how much activity you have and the results that you get, it makes me consider going to work for Starbucks.

I wouldn't say all hope is lost. We have near normal activity levels for existing users of MAS90. The issue is the number of them who actually buy anything (maybe 1/2) and then there are those who have not been on maintenance and can't afford to renew. So our pool of prospects (existing) is shrinking.

Do you put up public chat or chat for existing customers?

I do public via http://www.olark.com/plans

And my experience is -- don't bother. It almost 100% attracts people looking to ask free questions. I don't think that it even attracts the people wanting to pay in 1/10th of an hour increments. I think the chat is only helpful if it's there to assist with an immediate sale of something via the web.

Wayne - I wanted to share your classic chat log but I have lost the permalink. I think you know the one I'm talking about ...

Hi Wayne. It's probably only worth while as a support method if the inquirer is already on some kind of support plan. I contacted the DISH Network for the very first time for support last night, and they were almost certain what was causing my error, but needed me to A) pay for a technician to come out, or B) commit to a monthly support plan. I have no problem paying a monthly support plan fee - if it's understood from the get-go that it's not included in the monthly subscription cost.

I agree. I keep trying this expecting different results. They're all typically along these lines (NSFW for vulgarity): http://www.s-consult.com/supportchat.jpg

Too much funny. Side hurts.