I’ve been working on this side-project for a while and I have a dilemma. The product is not launched yet, the presentation website is far from being ready, but it works. Let’s say it’s in an early private beta stage.
Anyway, the thing that bothers me is that I’m not sure which customers should I target. Like my other projects, I started by solving my own problem:
Sending quick surveys to customer during the conversation(live chat) instead of the usual way, asking the same questions over and over again than spending time to enter the answers from the live chat to excel or sending links to google forms which breaks the conversation.
Initially I wanted to build a live chat widget with forms functionality, but I realized that live chat widgets works better for quick support rather than having an engaged conversation for feedback purpose, for example. So I build the live chat widget inside a separate page, which also looks great and you have enough space to have both the forms and chat in the same view.
After talking with some people, I found that this can be useful in other areas than SaaS feedback, especially when you can link to the chat page with a specific form enabled by default, not only during conversation. Basically everywhere you want to gather information(polls,survey) and you also want to respond live or chat.
- getting feedback for any kind of product - send the feedback form and ask further questions based on the data submitted. Later you can export or see the feedback submissions in graphical charts for analysis.
- research of any kind
- hiring - HR departments can pre-sreen the applicants(having a form enabled before that chat) than start conversation right away after submission with ones that fit their criteria
- lead generation - include the link to the chat page on other websites or email as an alternative to phone calls/skype. During chat you can set an address form or other fields to save the lead data. Later you can export the data to your CRM
- a way for agencies to communicate with clients - they can send project related surveys and chat at the same time
- even traditional support
Personally, I use it for on-boarding and feedback on my other projects(included the chat page link on welcome email or feedback request email)
With so many use cases, which should I pick or how to find the best use case to zoom in the product?
When I sketched the website I thought to start general and see which customers stick, but I don’t think that’s such a good strategy.
Oh, here’s the website, you can sign up for free and give some feedback If you click on Chat with us you can start a chat with me(if I’m online). Again, the website needs a lot of work and the admin side also needs improvements and bug fixes, but it’s usable.