In July I interviewed for this podcast an entrepreneur in California. His enterprise sells customized dental guards and, importantly, affords 24/7 buyer help. How, I requested, can a small enterprise afford 24/7 help?
“We use a third-party live-chat service known as HelpFlow,” the entrepreneur advised me.
It seems that one more entrepreneur based HelpFlow. His identify is Jon Tucker. I ran him down, looking for to know that enterprise.
What follows is my interview with Tucker. The audio of our complete dialog is embedded beneath. The transcript is edited for size and readability.
Eric Bandholz: Inform us about HelpFlow.
Jon Tucker: We run stay chat and customer support groups for ecommerce manufacturers. We’ve been doing it since 2015.
From the start we knew the worth to any model of excellent service. It’s robust to offer a 24/7 expertise with quick response occasions. All homeowners suppose their enterprise is complicated, they usually’re appropriate to a sure level. We’ve constructed an in-depth onboarding course of, taking in tons of details about the enterprise. It’s an intense type wizard.
We are going to know what you promote. We study particular buyer questions on delivery time and returns, as examples. We now have a technique of getting solutions that apply to any retailer. Then now we have a course of to acquire data concerning the merchandise — we pull in all of your product pages, descriptions, and opinions. We now have a loopy quantity of information to reply product-specific questions, together with the questions and solutions from competitor websites and Amazon.
The result’s a strong data base from the primary couple of days of onboarding. Then we work with the shopper to search out extra queries. If we’re nonetheless not sure how you can reply one thing, we’ll focus on with the shopper methods to reply.
It’s a really data-heavy course of upfront to know the enterprise. We then replace that knowledge over time when folks chat and shoppers give us suggestions.
Bandholz: What’s your income mannequin?
Tucker: We do a three-month preliminary contract, after which month-to-month. A brand new shopper is dedicated to 90 days, so there’s a little bit of a monetary buy-in. By then we’ve projected our prices and potential revenue.
On the chat facet, we cost a flat fee, relying on the chat quantity, for twenty-four/7 protection. We don’t cost per chat, avoiding misaligned incentives with our shoppers.
We’re rigorous on monitoring the gross sales generated from chat, realizing a shopper’s breakeven level and producing far above that, even with misattribution as a result of some individuals who chatted would have purchased anyway. We maintain the pricing easy however make the reporting tremendous granular for shoppers to know the profitability.
Bandholz: Are you doing stay chat solely? What about electronic mail and web-based tickets?
Tucker: We began with simply stay chat till mid-2020. Then we launched customer support groups to run all the helpdesk course of — from tickets, social, and so forth.
We did that for a few shoppers, and it labored effectively. So now there are two elements of our enterprise. One is chat, which focuses on conversions. The opposite one is customer support operations. We are able to run a complete customer support group.
We provide staffing, too, for shoppers with a built-out course of however want good brokers.
Bandholz: Your brokers are within the Philippines.
Tucker: Sure, we constructed the group from day one within the Philippines. The cultural variations are minor between that nation and the U.S. and Western economies. In different areas, such because the Center East, the variations are extra pronounced. Nevertheless, the Center East is very process-driven with phenomenal engineering. There’s a motive why they excel at software program growth.
Additionally, English is native within the Philippines. It’s a really Western tradition, and the customer support business is established.
Bandholz: What’s your know-how stack, your software program?
Tucker: If we’re responding to buyer queries or staffing an agent, it’s all achieved on a shopper’s personal programs working alongside the group there. Shoppers have entry to each chat and supply suggestions. We’ll have extra entry to a shopper’s programs if we’re doing full customer-service operations.
We’re tremendous nerdy on forecasting. We challenge what number of tickets will are available, how a lot manpower we’ll want, and when to start out staffing. Our complete enterprise revolves round forecasting and capability monitoring.
Bandholz: What’s your imaginative and prescient for HelpFlow?
Tucker: The journey to date has been thrilling. We have been effectively positioned for Covid when ecommerce blew up. We grew a ton throughout that point. We’re centered now on scaling and increasing past ecommerce into different industries.
There are a variety of alternatives in healthcare, though it’s complicated. All kinds of companies want to offer 24/7 help.
Bandholz: The place can folks join with you or purchase your providers?