Question

Topic: E-Marketing

Live Chat Service - How To Get Traffic/leads?

Posted by Anonymous on 4/6/2011 at 3:11 PM ET 250 Points
Hi - I have put some time in developing livechat service (for a year) and it shaped up well.

It works with Skype and Google talk out of the box and as an employee, you do not have to install anything new. Also, it is the fastest service. A/A- in technology. Would like to see at least a B+ in Go-to-market strategy and B in execution.

In my first phase, I have decided to chase only companies using Skype rather than going scatter-gun approach.

Is there a big market for this?

I am unable to shortlist or come up with a strategy to chase this segment.

Their forums traffic is sparse.

We are planning to recruit a small VA team in Philippines to do lot of grunt work.

Please help. I am also ok for little consulting on this.

Truly.
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RESPONSES

  • Posted on 4/6/2011 at 5:06 PM Accepted
    Perhaps you are starting to realize that the marketing plan should have come BEFORE all that product development, not after.

    If you don't understand the target audience (i.e., prospective customers and their needs, habits, preferences, frustrations, attitudes, etc.) how will you know whether THEY will consider your product an A/A-? (And it's their opinion that counts, right?) Maybe there's no demand for, or interest in, what you've developed.

    But now you're where you are, so let's make the most of this.

    You probably need to start with some research to see what people are doing now in live chat service, how satisfied they are, and what's on their wish list for improving the experience. That should tell us whether/where your prime market is likely to be.

    You probably also want to narrow the geographic scope of your effort to a single market initially -- perhaps North America, or the Philippines. (Smaller geography will let you do a better job of learning what works and what doesn't, before you commit a large budget to launching the product.)

    Besides, if you can't sell this to one carefully researched customer, it's unlikely you'll be able to sell it to dozens or hundreds.

    I'd be happy to refer you to people who can do the research if you like. Just click on my screen name and use the email address in my profile.
  • Posted on 4/7/2011 at 12:46 AM Author
    I like the idea of further focussing to a smaller geography to get started. The question still remains on how do we chase these businesses?
  • Posted by Jay Hamilton-Roth on 4/7/2011 at 9:42 AM Accepted
    Have you considered joining Skype's Channel Partner Program (for businesses)? https://partner.skype.com/public/
  • Posted on 4/7/2011 at 10:04 AM Moderator
    My suggestion: Pick one company. Research what they are doing, perhaps even with an information-gathering interview (if you can get it). Once you understand what they need/want, go to them with a proposal that's irresistible.

    Once you are successful, repeat the process with the next company.

    If you are not successful, see if your target company will at least give you some feedback, so you know what to do differently next time.
  • Posted on 4/11/2011 at 2:03 AM Author
    Hi mgoodman: thanks for your response. I am not sure if one-on-one shortlisting/following-up works in low-ticket sales. I can think of that approach if it is a high $ sales output but for $25/month - I am not sure how this approach would help.

    Hi Jay: Skype Channel partner program is reselling their Skypeout credits etc. I don't see a synergy but would definitely apply.

    Thanks.
  • Posted on 4/11/2011 at 7:28 AM Moderator
    You don't have to do the one-on-one thing forever, but if you can't close a few sales that way, it's all but certain you won't close hundreds or thousands of sales any other way.

    How else will you learn how your target audience responds to your product offering? How will you address the most common objections?
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