Ep. 67 - Boosting Conversions By Improving Customer Experience Through Chat - with GQ Fu

GQ Fu is a co-founder of LTVplus and a #cxnerd who is on a mission to rid the world of bad customer experiences. He builds outsourced customer experience teams for e-commerce brands in any time zone and language.

An entrepreneur with over 5 years of experience, he drives businesses through Customer Success. With a background that stems from music, copywriting, technology, and customer success, he enjoys taking on problems with creative (and simple) solutions.

His passion is helping businesses grow by connecting job opportunities with driven people from all over the world.

In This Conversation We Discuss:

[00:00] Intro
[01:17] GQ’s background before LTVplus
[02:20] A large number of people in the tech industry have music backgrounds
[04:06] Why is customer support important for store owners?
[06:18] The reason why consultants solve problems faster: more frequent problems
[08:46] Businesses outsource processes for them to focus on their growth
[09:48] Shopify’s really healthy Partner ecosystem
[10:31] Is there a metric to determine if live chat is needed for a business?
[14:45] Top 3 tools to track interactions
[16:43] How does improving the customer experience increase conversion rates and reduce chargebacks?
[18:49] 3 different scenarios for the viability of chat for ecommerce
[20:14] Using live chat as a feedback tool to boost the conversion rate
[22:15] Start exploring the omnichannel approach to customer support

Resources:
Use code HONECOMLTV2020 to get a 25% discount for the first 3 months of LTVplus!

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