Looking for idea to pivot my product
Hi,
Around half a year ago I have launched my brand new product: Plumm (https://www.plummapp.com) It is a "single collaborative customer support dashboard for all of your projects". So you can use it to talk with your customers on your website or by email.
Unfortunately, for now, I did not get any real traction. People have signed up, but none of them were really active. Moreover, there are lot of people visiting my site from google or other sites, but around 2-3% are actually deciding to sign up - so it seems that product is not really appealing to them.
I am now wondering what is wrong with my product. I am using it myself, it works for me. Maybe there is too much competition. Maybe my idea is simply wrong or I am not able to differentiate it from the rest of the industry.
What do you think?
I am wondering how I can pivot this idea to something appealing and interesting. Do you have some/any idea? It can be any idea, even stupid one :)
I don't know what your product actual does and you explained it.
Let's break down how you explained it.
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"It is a "single collaborative customer support dashboard for all of your projects". So you can use it to talk with your customers on your website or by email."
Single? Why single? Is there a double? A multiple?
collaborative? In what way? Concurrent editing aka google docs? Multiple users in one account?
customer support dashboard? How does a dashboard do customer support? Do you report on customer support activities? Do you give metrics about what you are doing to support your customers?
"you can use it to talk with your customers on your website or by email." - what? I thought it was a dashboard. Is it chat software? Is it email ticket software? What does it do?
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SOOOOO I actually looked at your landing page.
I would position your product like this.
customer support chats and emails in one inbox.
If you want to make it tagline-y you could phrase it like this.
'All your customer support chats and emails in one team inbox'
Now people know what you do.
Good luck!
Ok, I understand your feedback. You are right.
Talk to those 2-3% of users that actually signed up and ask them these exact questions that are in your post. It’s the only way to truly know.
If you can’t get those users to talk to you then they are not passionate about your solution and I’m sorry to say that you might not be solving the right problem.
I tried to talk to them, but they did not reply
In this case just add a phone number field to your inbound form and then start calling them. Be creative! Be ruthless! If you’re passionate about help desk solutions then it would be oozing out of you - use that energy on outreach to new users.
Everyone on this thread is saying, change copy X change copy Y, but that’s just to help anonymous traffic -> trial conversions. You already have some users. 3% of free trials should upgrade. Why on earth are those users not converting?? The answer is they probably they found a better solution elsewhere because the space you’re in is soooo crowded.
Do you know why they signed up in the first place? That’s step one you need to figure out. Help desks have been around forever, why is your product any different than $800M/year revenue company like ZenDesk? ZenDesk is $25 a month for that many features? Why change? Same with Intercom, $50/month for unreal features.
Make me change from ZenDesk and Intercom to you. Can you do it? Because I’m your ideal audience.
I hope this is helpful! I’m pushing buttons here to make you think larger about your problem. Changing copy is not your problem.
Good idea to check why they signed up in the first place, this is very important
Isn't this kind of ironic that you are making a product for talking to users, but you have trouble talking to users? ;)
You have a communication problem right now and you have a communication software - maybe there is something to explore there?
Naively ironic, yes. Actually I am using this service to talk to users from my other product and there is no problem.
Have you thought of focusing on a particular industry first? Why?
I was thinking about that, but I am not sure on which niche I should focus on
Hm that’s a difficult decision. Any niche have you worked? Any good relationships?
I am working as a programmer/software engineer, this is niche I know
Software for what? Beauty, sports, finance, etc?
Any web software, I do not have particular niche where I create software
Ok, there is a niche, kind of, I create software as an indie hacker... maybe this is some idea... because this support software is built for myself, so maybe I should focus more on "indie hackers".
Would you be interested in selling this?
Depends on price :) If you are really interested, please shoot me an email message, email is in my profile
Done that already
Sorry, but I did not get any email
I'm interested to know what kind of marketing you have done to get your product out there - that would be helpful context to understand how you are generating traction.
When trying to talk to your customers, have you offered any sort of incentive to respond? I have had a lot of luck with offering Amazon gift cards to survey respondents or focus group participants.
I was trying mainly to position this product on "alternative product catalog" websites, so as alternative to Front/Slack/LiveChat/Freshdesk/Zendesk/etc.
2-3% signup isn’t bad at all. I would talk to the users to sign up, ask them why they signed up, and if they aren’t using it, why not?
I tried to talk to them, but they did not reply
I actually just checked out your site. You might want to tweak your wording to something like
“Chat app designed specifically for indie hackers”
Interesting idea