3 min reading timeI was giving a presentation about medical device lead generation when an audience member challenged me about live chat.
“I don’t like when I visit a site and they try to sell me.”
I had a strong and immediate reaction to her statement. Hear me out.
I said,
I don’t have to marry you right away.
But I can let you know that I’m available.
Let’s take your site, for example. Do you give me a REASON to give you my email address? I’m not talking about your contact form. I’d fill that out if I wanted your sales guy to call me.
I do not want your sales guy to call me. But I may be interested in learning more about you on my own time.
I might even give you my email address for the promise of your video and white paper.
Let’s Talk About SnapEngage
I’ve written about SnapEngage before, calling it the “Best Conversion Tool I Know.” I absolutely love SnapEngage and have it installed on six sites I manage. I have a “proactive chat” box open on these sites:
- https://medicalmarcom.wpengine.com – my medical device marketing consultancy
- http://MedicalDeviceEvents.com – the site which features upcoming medical device conferences
- http://NorthwestSound.org – my barbershop chorus (give a listen!)
Now, some people HATE LIVE CHAT.
“I hate pop-ups,” they say.
“Ew, this is creepy!” I was scolded this week.
“What makes you think I want to talk to you?” excoriated visitor “Larry.”
“Live chat is a bad brand experience,” insists my audience member.
And chances are 50/50 you’re sitting there now saying, “Yup. I hate that shit. Never doing that on my site.”
Suit yourself.
But I’ll tell you this:
I have personally made TENS OF THOUSANDS OF DOLLARS because of the relationships I started with this simple chat box.
So, I’m sorry Larry didn’t care for the user experience. But the chances Larry would have bought anything from me are so small that, hey, we all have trade-offs to make.
This goes back to the Return on Relationship conversation we had two weeks ago. I built a relationship with a visitor, which led to a conversation, which led to a proposal, income, and a mortgage payment.
Another example: I had a visitor on this page when my pop-up popped up. He was considering a purchase.
As I engaged him, I realized I knew this guy. We were Linked and he’s a member of the Linked:Seattle group. I invited him to phone me and now, instead of a potential one-time purchase, I made a new customer for life. (Take that, Larry.)
Now, if you really, really, really hate pop ups and there ain’t nothin’ I’m gonna say to change your mind, I still recommend SnapEngage live chat. I have the application on the following three sites and there is no pop up, just this harmless tab on the side of the site. If someone wants me, there I’ll be, just in time to help convert a visitor.
- http://MedicalDevicesGroup.net – the companion site to LinkedIn’s Medical Devices Group
- http://no2point3.com – the online petition for the medical device tax
- http://joehageonline.com – my personal site (stop by!)
So, what are you doing later? I’m around. Let’s talk.
Postscript: I’m getting more active on the international speaking stage. If your employees or conference audience needs to build businesses using contemporary online marketing strategies, I’m available.
Oh, and share this post? I had fun writing it.
