Client case study with Samson Consulting

Rather read it instead? Here’s the video transcript:

INTRODUCTION:

In today’s video, I’m going to be talking with Nick Jervis from Samson Consulting.

They provide digital marketing services for solicitors and law firms across the UK and internationally.

Samson Consulting is partnered with Melu and recommends our human live chat service to their clients as part of their wider digital marketing strategy.

It’s been very successful for both Nick and the many clients he’s introduced to Melu, so let’s get into it and hear about his experience.

Lee: So Nick, I think the main thing here is, how did you find us in the first place, and what was the reason for looking for a managed live chat service for your clients?

Nick: So for me, my whole ethos, when it comes to either marketing law firms, through Samson Consulting, or or other businesses through nickjervis.com, it’s all about easy life clients attraction. So I want my clients to be found when someone’s looking for their services. And then the most important thing is, it’s gotta be as easy as possible for them to get in touch with the client. And what most people have, is a static website that has lots of buttons, and phone here, or do this or do that. And whilst that’s fine, and it can work, I just know and have always known, and developed my own tool years ago, but anything you can do to get people to get in touch with you, that pushes them over the edge, that makes it easier, is a great thing.

So I know that live chat for any service provider, is an amazing tool to have. So my job was finding you, it was finding a UK provider, that has real UK people, that wasn’t a chatbot, because any serious business should not have a chatbot on their website, or I’m gone. You know, it’s for the likes of the big brands that don’t care about their customers, that’s fine. But for us real service people, that provide a service to real people, and do a good job, we should have real people answering questions on a website. So I didn’t go, you didn’t go finding me. I went looking for you, because I knew that what you did makes people’s websites better.

And when I spoke with you, and you said all your people UK based, even when you do 24/7, it was like, well, it’s the proverbial no-brainer, which I hate the expression, but it is what it is. You meet the needs of my clients, you fit my brief, in terms of making their website work harder for them, without them having to do a single thing.

Lee: Yeah.

Nick: So your tool is very much a leverage tool, that just fits in with all of my teaching to all of my clients. So it wasn’t, I don’t think you ever had to sell me on your service. I think I came pre-sold, because I know how good it is, what it does. To be fair to you, what you’ve done well is then delivered on what you said you would. And your team gets better.

You start off giving questions. You know, that’s another good thing. We all know as business owners, we’re busy. And if I know that live chat’s a good idea, but it’s a pain in the backside to get it live, because I’ve gotta fill in a hundred forms, it’s not going to happen. You recognise that. So you’re a smart man, and what you’ve done is, you go through, and create the questions and answers for people. So they don’t even have to do that.

It’s like a two minute sign up for your free trial. So it’s, yeah, you’ve made it as easy as it is, for people to get more leads, more enquiries, without having to do anything. So totally fits into easy life clients attraction, which should I teach my clients.

Lee: Brilliant. Well that’s fantastic to hear. And I think when you found us as well, I think you were using an American company, to begin with, because you hadn’t found one that was UK-based.

Nick: Yeah.

Lee: And I guess that their service was good. It’s just because of the, you know, the whole language barrier, with Americanisms, and you know, not necessarily being native American operators as well. I think a lot of American companies outsource during the night, to places like the Philippines, or India, or places like that.

Nick: Correct, yeah.

Lee: So you were seeing a real difference in the quality. And I think that’s something else.

Nick: Yeah.

Lee: Because it’s the same team that we have under our wing, it’s the same consistency throughout the day, even in the middle of the night.

Nick: Absolutely, yeah. Most of my client base, I have got clients worldwide, but the majority of service to service businesses, whether they’re lawyers, or mortgage brokers, financial advisors, they’re UK-based. So, you know, and we do have a certain terminology and language. And when you start putting in lots of Zs, instead of Ss, in customised, or whatever it might be, it does stand out, and someone knows, either subconsciously, or consciously, that they’re not talking to someone that’s in the UK.

Lee: Yeah.

Nick: And anything that gets in the way, anything that puts friction in the the way of the customer journey to become a client, is to be avoided. So that’s why I went looking for you.

Lee: Sure.

Nick: Because the UK bit is important.

Lee: Yeah, absolutely. And since we’ve been working together, I think we’ve got over 25 of your clients are now using Melu consistently, and getting great results, I believe.

Nick: Yeah.

Lee: I think it makes a real difference, doesn’t it, that you are helping drive all that traffic, there should be someone there to help convert some of that, because not everyone’s going to pick up the phone.

Nick: Absolutely. Well there’s two things there. Not everyone’s phone system’s as good as it could be. So some people might phone, and then go, “Oh, that hasn’t been answered. I’m going to hit the back button.” Then see your live chat, and engage that way. So someone that was potentially lost, starts engaging. And the other thing is that people often land on a website, and they’re sort of umming and ahing, “Shall we, shan’t we?” Live chat pops up. “Well, I’ll just ask a question. I’m not tied into anything.”

So it’s a softer touching point, whereas often with picking up the phone, or giving you my contact details, I’m sort of committing to a process. Live chat is, you know, and you are smart, and that you let me ask the questions before you’ll take contact details. So as a user, I can engage in the process, without committing to anything.

And the other key thing I meant to mention, about live chat is, there’s two things. So obviously it will get you more leads from the people that are already finding your website. So anyone that has any volume of traffic, volume of visitors every month to the website, should test live chat, because they’ll get more enquiries. And as long as they measure their enquiries month on month, which is one of my key things, they’ll see if that number goes up, and generally they’ll see it rise, anything from a few percent, to 20, 30%, depending on the website, depending on traffic.

But even if the enquiry volumes don’t go up, what’s important is that even if that didn’t happen, there wasn’t much traffic. The questions you get from live chat people, then allow you to improve the website for your next visitors. So it’s not just a case of saying, “Just get me leads.” It’s a case saying this can make my website better. And then you stop other people that won’t engage with live chat, or won’t phone who suddenly say, “Oh that’s the question I wanted answered, they’ve answered it for me, right?” “Now, I’ll go to live chat, or I’ll fill in the enquiry form.”

Lee: Yeah.

Nick: So yeah, it has two purposes: more leads, but also improving the website.

Lee: Yeah, absolutely. I think as well, with the way that you understand how live chat can be of benefit, I think there’s lots of websites that don’t have it, purely because they think their only options are a chatbot, or to do it themselves.

Nick: Yeah.

Lee: Now, if they do it themselves, they’re probably going to do great job, because they’ll be able to answer any question that comes up. But it’s, it’s the fact they can’t be there all the time especially at office hours, in the middle of the night, and the weekends. And I think this is the missing part with it. You realise that, so you can nurture that with your clients, because I don’t think we’ve ever had anyone sign up who’s just literally gone, “We must have this.” You know, you’ve had to educate them, on why they should have it.

Nick: Yeah.

Lee: And once they get it and once they try us for 14 days, I think our conversion rate’s kind of like 80, 90% with your clients?

Nick: Yeah.

Lee: They pretty much see the benefit in two weeks.

Nick: Yeah.

Lee: So to use that phrase again, it’s a bit of a no-brainer.

Nick: It is, yeah. And that’s the point. As I said at the beginning, it’s because what you provide, fits into my whole message. So I’m saying to clients, “Look you’re getting visitors to your website, let’s put live chat on there, because you’ll get more enquiries.” And they say, “Oh, but what about, what about?” Just do it. It’s a two weeks free trial. They take the trial and they go, “Oh, that’s really useful, we definitely wanna keep that on there.”

And as you say, you’re there 8:00 AM ’till 10:00 PM, I think is your standard hours.

Lee: That’s correct.

Nick: So that’s much more than normal. If people try and do it themselves, and I see it on dozens of business owner websites, and 9 times out of 10, if they’re doing it themselves, it’ll say, “We’re not here at the moment. Leave a message.” Well no one’s ever going to do that.

If you are thinking about using live chat, and you’ve got your own, you think, “Wow, okay, I get one message every six months, “but I don’t ever turn it on.” Well, yeah, you’re missing out on, don’t think well I’ve got that one message. Think about the other 20, 30 client enquiries you’d have had, if you had a real person doing that live chat.

And many of my clients, I have the same, as well as trying to get people to get live chat that’s managed for them, I also try and get them to have a call center, to deal with their enquiries, because they say, “Well we answer the phone call, we answer our live chat.” Never enough, never quick enough. So outsourcing it to someone that’s there, and that’s all they do all day every day, whether it’s your live chat, or your telephone, is always a good way to go.

People lose, my biggest frustration is we spend money getting people to find a website, and then either no one picks up the live chat, nor picks up the telephone, and they’ve wasted all that money, all that budget, all that creative energy and effort, to get someone to their website, and they’re gone. You know?

And I’m all about making people’s lives easier. So live chat totally fits into that. So with your trial, you really should, there’s no excuse for someone not to try it.

Lee: Yeah.

Nick: You know if they’ve got no traffic to their website, don’t bother, you know? Sorry Lee.

Lee: Yeah, no I get that.

Nick: But if no one’s ever finding the website, live chat’s not going to be used. But most websites should be getting, ideally, at least a thousand visits a month. Now if you start putting a live chat on there, you’re going to get a handful of enquiries. If you’re getting thousands more than that, you’re going to get lots of enquiries. You’re going to learn so much about what people are thinking, where they’re stuck in your website journey. You’ll be able to improve the website, and you’ll get more leads, and you’ll get more clients, and you’ll increase turnover and profit.

Lee: Absolutely.

Nick: So, why not?

Lee: Yeah, I think that’s right about the thousands. So we’ve got some clients that get sub a thousand.

Nick: Yeah.

Lee: But, you know, if it’s a law firm, you know, like your clients, one lead can actually be worth thousands to them.

Nick: Yeah.

Lee: So it pays to use it for a year.

Nick: Yeah.

Lee: Exactly. You know, it doesn’t really matter if they don’t get high volume, it’s quality over the quantity.

Nick: Yeah, absolutely.

Lee: Yeah. We’ve, we’ve got clients around a thousand mark, they’re almost guaranteed to get leads every month.

Nick: Yeah, yeah.

Lee: It’s then how they go on to convert them.

Nick: Yeah.

Lee: And I think a lot of businesses do know that they can outsource their telephone. It’s almost like a done thing. You know, you start a business or you go into a business, and the phone’s ringing, you don’t want to miss a call. I truly believe that most businesses that have a website, especially websites they’re marketing, don’t realise they can actually outsource their live chat.

Nick: Yeah.

Lee: To someone that will do a decent job.

Nick: Yeah.

Lee: And not just, you know, off to a call center somewhere on the other side of the world, where the language isn’t going to look very good.

Nick: Yeah.

Lee: And that’s the part we are trying to educate on, more than anything.

Nick: Yeah, as you know, I found you because I was looking for what you do. It works. If anyone ever watches this video, and you’re a service business, then stick it on, it will work for you. 9 times out of 10, let’s say, if you’ve got traffic, it’ll get you more enquiries, and you’ll learn a lot about your visitor journey. It’s worth it.

Lee: Absolutely. Well, if there are any solicitors, lawyers, or business development managers, marketing people, in a law firm, are looking at this, then I’ll probably put something up on the screen with your details, Nick, because I’m sure you could help them get more traffic, if that’s the problem that they’ve got.

Nick: Yeah. Any aspects of getting more people to find out about my legal services, that’s what I do, all day, every day at Samson Consulting. And for non-lawyers at https://www.nickjervis.com, as long as you’re a service business, then my methodology works. And if you want your life to be easier, you want clients finding you, at the precise moment in time that they’re ready to buy what you do, what you offer, that’s what I teach. I’m not about go networking, get on Facebook, shout out, jump up and down, make a noise. I’m about being found when someone is ready to engage your services. Easy life. That’s what I’m after.

Lee: Sounds good. Brilliant. Well thanks for that Nick. Really appreciate your time. It’s been good to have you on here. And once again, thank you for all the referrals that you’ve given us to your clients. You know, we look after them, knowing that you’ve sent them our way, and we want them to be impressed with what we do, because I know they’re impressed with what you do. So once again, thanks a lot.

Nick: Thank you. And I wouldn’t send them to you if I didn’t use your own service on my own websites, I don’t recommend anybody unless I’ve tried and tested them, unless I believe in what they do. So that’s a key part of my ethos as well.

Lee: Yes, that’s true with us as well. I mean, we wouldn’t expect someone to recommend our services unless they fully understood how well it can work.

Nick: Yeah, absolutely.

Lee: Otherwise they’re, you know, they’re they’re just saying something for the sake of it.

Nick: Yeah. Quite right. Good to see you Lee.

Lee: Good to see you too, Nick. Thanks a lot.

Nick: Cheers. Thanks, bye.