Live Chat Monitoring
Gavin Sloan was working with a business that was looking for ways to increase their website conversions. He found live chat to be effective, but he struggled to properly resource it. It also became obvious that although they could be online during business hours – most of their web traffic was coming after 8pm at night. This lead him to look into solutions for how they could offer live chat monitoring 24hrs a day to ensure they didn’t miss out on any leads.
Here is what Gavin shared about running his business:
Q. What did you do before you started this business?
As well as being the founder of LiveChatMonitoring.com I am also involved in marketing and advertising.
Q. Did you have any business training before you started?
Not really, though I’ve been involved in a number of other businesses and startups over the years.
Q. Describe your business and products/services you offer
We assist businesses to increase their website conversion rates by offering 24/7 live chat monitoring. Our experienced operators are always online and ready to answer your customers basic questions as well as capture lead and enquiry details for your staff to follow up.
Q. How long have you been running your business?
LiveChatMonitoring.com has been around for the last 2yrs, previous to that I was just offering live chat software and then the business evolved into a fully managed service when we learnt that our clients were getting massive benefits from live chat yet were only able to be online during working hours.
Q. How many hours a week do you work in your business?
I average around 60hrs per week, which has come down from around 80-90. As the company grows and we add more staff to the team I am working on getting my hours down to around 45-50 so I can spend some quality time with my family.
Q. What kind of online and offline marketing do you do and which is working for you?
We focus heavily on referral marketing. Fortunately we have some incredible customers who love what we do and are very happy to share the results with their own networks. I am also currently trialling Adwords and LinkedIn advertising to assess the results.
Q. Do you use social media as part of your marketing?
Yes, we use Facebook, Twitter, LinkedIn, and Google+. The results so far have been good, though it does require a lot of time to manage. I’ve recently engaged a social media agency to assist me with this.
Q. What mistakes have you made in running your business and what lessons have you learnt from those?
One of the biggest lessons I’ve learnt over the last few years is that it’s important to find a good mentor or business coach. I’ve always been fairly independent and ambitious, but the added level of clarity and accountability that comes from an experienced mentor fan really fast track your success.
Q. How has your website helped you run your business?
A fantastic part of my business is that because we offer a fully managed 24/7 live chat service we are able to demonstrate our service on our own website. This allows our web visitors to ask questions while they browse the site, and helps people with their purchase decisions. The result is that my website has a high conversion rate, and because people get instant answers to their questions it means I can focus on growing the business in other areas.
Q. What obstacles or challenges are you facing at the moment?
My biggest challenge at the moment is work life balance. Running a 24/7 business means I am always keeping an eye on the business operations. As our team grows I am able to delegate some of these responsibilities to my management team. That’s been a huge relief.
Q. Any other comments / points you would like to share about running your business?
One of the best pieces of advice I’ve received was that to grow a business the key i s to stop focussing on making money, and instead focus on giving as much value to your customers as you can. As a company we really embrace this concept and I am proud of the culture we have created for helping our customers’ businesses grow and thrive.
For more information, visit the Live Chat Monitoring.