The Best Conversation I've Ever Had While Running My Company's Live Chat
Almost a year ago, Netflix made major headlines when a conversation with one of their customer service reps went viral. Everyone was amazed to see that a customer service representative was not only helpful, but also going out of his way to delight a customer.
Sometimes, though, the customer is the one who makes the interaction amazing. As the person who handle’s HubSpot.com’s SnapEngage live chat, I love to chat with our prospects, customers, and maybe the occasional troll — but one conversation I’ve had stands out from the rest.
Below is one of my favorite conversations I’ve had to date with someone on HubSpot’s live chat. Normally I field questions about our pricing options, recent ebooks, and meetings with Sales … but this conversation went a little differently. Here’s how it began:
Miles: Interested in speaking with a member of our sales team? Message me here and I’m happy to connect you.
Visitor: Hi Miles do you like Star Wars?
In situations like this, I usually assume the person’s trolling me, so I’ll try to see if I can shift the conversation to something HubSpot-related. However, I absolutely LOVE Star Wars and wanted to see what this visitor had to say. Here’s how the rest went:
Visitor: That’s wonderful. Who is your favorite Jedi?
Visitor: Miles are you still there? It’s important that I get the answer to this question
Visitor: I don’t want to spend my marketing budget with an organization that has poor taste in Jedi
That’s a loaded question. It’s equivalent to asking someone if they have a favorite ice cream — most people have a handful of favorites, but never one they can say they love definitively. I kicked my mind into nerd overdrive and chose a more obscure Jedi Knight …
Miles: If that is how you spell it?
Then the conversation took a turn I did not expect …
Visitor: Who do you think would win in a fight, Plo-Koon or Spider-Man?
Miles: Lets be real
Miles: Plo Koon
Visitor: Does Plo Koon have the ability to shoot webs?
Visitor: Spider-Man would web him up before he could reach his lightsaber
I was caught off guard, but had to go with my gut. A Jedi Knight could easily dispose of Spider-Man … but then again, he made some very valid points. The banter continued:
Miles: Nope but he has the Force which Spider-Man can’t foresee with spidey sense
Visitor: but perhaps Spider-Man is force sensitive but untrained
Visitor: how else do you explain spidey sense?
Miles: A side effect of radioactive chemicals
Visitor: a compelling argument
Visitor: what if the force is caused by radioactive chemicals?
Miles: I dont think it works that way
Miles: I mean give the fact that they can control plasma and generate a concentrated beam to fight with … I don’t think radiation is an issue. Plus Spider-Man is just a wimpy teenager
Miles: Vader brought order to the Force
Miles: Not Luke
Visitor: apparently you are correct
Visitor: I am very impressed with the depth of knowledge at Hubspot
Visitor: have you considered writing a white paper about this issue?
Visitor: I’m fairly confident I am not the only Fortune 500 CMO who would like expert advice on which fictional characters could defeat other fictional characters
After all of our banter and theorizing, I was actually laughing out loud. This was one of the strangest yet most entertaining HubSpot live-chats I’ve had. But it wasn’t over just yet:
Visitor: I made something for you
Visitor: please accept it as a humble token of my appreciation for your helping me to realize that Luke was not the one who brought balance to the force but Anakin
Miles: No problem!
Miles: HubSpot, always educating the masses on inbound and Star Wars
Miles: I’m going to print and frame this
Visitor: this was a very special live chat session
Miles: That is was
Visitor: anyway Miles I am going to go eat lunch
Chat is always interesting to say the least. I get to chat with all sorts of people and see how I can help them — usually, I’m aiming to be the one doing the day-brightening.
So, to the person who reached out to me to ask if I like Star Wars: I just wanted to say thank you for taking the time out of your day to brighten mine with talk about which fictional character would win in a fight. I still stand by Plo Koon.