Should we pivot our product to sales or customer support?
We launched Talkative (meettalkative.com) originally planning to sell to founders who wanted to conduct user interviews rapidly in their product. There's not that much demand for this, so we're thinking about pivoting to two use cases:
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Sales - we can help you identify everyone on your website, alert you when someone "important / qualified" is on your site, and allow you to send a prompt asking to speak with them with one click. We then connect you via chat, with video and screensharing capabilities, directly on your site
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Customer support - we can give you a dashboard of all of the live users in your app, where they are in your app, what their activity / event stream is. We can also give you the ability to reach out to them proactively on pages where people are having issues, as well as provide an intercom-like chatbox for them to reach out to you
Looking for IH's feedback about what would be most useful to them?
1 and 2 already exist in our flow and we're not spending that much money.
We use lead tracking products (leadfeeder) to qualify visitors and then follow up with them later. - We don't use intercom style invasive prompts as they annoy us and we don't want to annoy our users, we just send a timely follow up email after.
We use HotJar session recordings so we can see exactly what steps a user takes to re-produce problems. - Proactive reaching out with users, not sure how'd you trigger that, we do have live chat which tracks the current URL and all previous pages (Freshchat)
They way some services do customer support is by asking for your permission to impersonate your account and they can log in with key. Either godaddy or namecheap do that, I can't remember.
I can see this being a better alternative for the end user, however, I'm not sure if support would appreciate being put on the spot like that.
I looked at your product and I second your observation that there isn't much demand at present.
Of the two use cases, I feel "Customer support" is most useful for us.
It would be great if you could add functionality to share the screen with an audio call. Mostly users need hand-holding at some point in the journey and such functionality would be helpful for both the ends.
We do screensharing, audio, video, and chat directly in your app!
That's awesome then, you are right on track. All the best with your product.
Thanks for your feedback!