I started out doing all product support through chat but then frustration sets in and you have those moments where you realize you’re going to either spend the next 20 minutes on chat trying to explain something, or you could pick up the phone/screen share and talk to them to have the problem solved in 5 min. Path of least resistance? I picked up the phone.
Within a week I found that talking to people in person resulted in more sales. In fact, the conversion rate practically tripled.
It wasn’t until much later that I realized this was inside sales and founder selling at it’s finest. It was the birth of our consultative sales practices and laid the groundwork for what would truly get Referral Rock off the ground.