Growth Tip #23: The Live Chat

It’s always surprising to me just how many businesses don’t talk to their customers. Customers are a gold mine of information. They purchased your solution because it solves a problem they actively have. In essence, customers are field testers for your product or service and have lots of feedback on how to improve your product or service. All you have to do is talk to them.

It’s such a simple concept, but many business owners fail to do this or delegate it instead to some intern who’s clueless or careless about the information they are collecting. As a result, business owners make critical decisions without consulting their biggest stakeholder (aka the customer).

If you want to grow your business, consult the people who are making the cash register ring. Find out their challenges, pain points, objections, ideas, feedback, and improvement suggestions by talking to them. If you see you customers face-to-face on a regular basis, you can do this easily and impromptu, but if that’s not the case, you’ll need to be more proactive at collecting feedback. One of the best ways to capture this information is with live chat on your website.

How to execute this growth tip


Check out the tools below. We recommend Drift as the preferred solution because they have an amazing startup plan for only $500/year for teams of 10 or less (price may change from the time this publishes). But there are many free or cheaper options as well. Read up on how to use the tool or consider hiring out the set up process to a professional (like SiteSmash).


Live chat requires a live person to man it (duh). With Drift, you have the option to create a smart bot that acts like a live person, but I'd recommended waiting on this until you've answered about 100 live chats. Pick a person on your team to manage live chat (or do it yourself). Most tools like Drift have a desktop and mobile app version to allow you to stay on the go but still answer questions in a timely manner. Also be sure to set clear guidelines and protocols for others manning your chat so they know how to respond to questions and what to do when they don't know the answer.


Launch your live chat on your website. Send an email blast to your customers letting them know that you have live chat and to please jump on and use it! Run it for a few weeks and then review your results.

PRO TIP: If you find patterns in questions, take this as a cue to update your website copy, emails, an other marketing assets to answer common questions sooner in the customer journey.

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