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We started this business to get more leads, and we’ve mastered that. But thanks to the team at Dutton Plumbing in L.A., we realized that we’re good at recruiting, too —2 percent of our total chat volume. It was simple. We chatted with people on their career sites. We poured on the value, just like we would a customer. Two experienced plumbers who had chatted with us came in, and we hired them, and during the interviews, they talked about their experience with the chat representative. Now we help our clients hire new employees 24/7, and I’m happy to say that we’re exceptionally good at it. Have you ever had a negative review? Well, those people use the main website as a bridge to the Facebook, Google, or Yelp page. We cut them off at the pass, calm them down, then steer them away from the bad review and to your office to deal with it.
• Then, we build value for each lead with custom scripting for each individual company.
chat services to hundreds of companies, helping them get more leads, recruit more employees, and amplify their overall brand.
•We build a sense of urgency to get them to you ASAP.
•We call themwithin minutes of the chat conversation, ending during office hours.
•We empathize with their problem and warm- transfer them to your CSR after briefing them.
And there you have it. That’s why I say your website isn’t good enough. If you have any form of chat on your site, you’ll get results. Period. And if you have HomeServiceChats, you’ll get more leads, more plumbers, electricians, and technicians, and you’ll have a better overall brand experience. BIO: Trevor Flannigan is the COO of HomeServiceChats, (816) 282-0406 , www.homeservicechats.com, info@ homeservicechats.com . He managed a residential plumbing, HVAC, and rooter company in Kansas City for several years and helped it grow to over 75 trucks and $21 million in revenue. Now he is providing website
Conversion on Chat
Each office is different, but this is the process.
•We capture first and last name, number, address, and email address. That’s a solid lead.
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value to your business or customer), so you can focus on other things. Don’t automate service, though! Will this technology grow with my business? As your business grows, you’ll want to make sure that your technology can grow with you. Of course, there could come a point where you need to replace one technology with another because you’ve moved beyond its capabilities, but asking this question before you invest in technology will help to ensure that you minimize that effort-intensive change. Will this technology deliver ROI? This is the most important question, and it’s informed by how you answer all the other questions above. Technology is a tool, and, like all other tools, it should deliver a return on your investment. Consider howmuch time, effort, and money is required to acquire the technology and implement it within your company, and then weigh that against the amount of time, effort,
and money you can save from its use (or money you will make because of it).
like pen and paper. What really matters is how you use it and whether it helps you. Before you invest in technology for your business, make sure to ask these five questions to know if it’s worthwhile.
Technology is just a tool. It’s not necessarily better or worse than other (non-tech) tools,
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