 Good morning, everybody. JR Fisher here. Welcome to Monday morning. Wow This month is flying by this year is flying by. What am I talking about? This whole year is flying by. Hope everybody's doing good today Make sure you use that chat box put in there any comments questions suggestions If you just want to say hi and tell me about your weather you can do that I will tell you today. We are really overcast here in Texas Georgetown, Texas. We're just north of Austin and Weather's a little down today, but I'm not I'm excited. I'm glad to be here I hope you are too and we're going to talk about Communicating with your customers today and guys this is so very important and some of these statistics I'm going to give you is going to shock you. You're not going to believe what you're hearing It's probably going to change the way you're doing business So make sure you stick to the very end. Don't forget to subscribe hit that subscribe button down there turn it from red To gray. Don't forget to ring the bell turn all bell notifications So you're notified each and every time I go live or if I upload a video We got we got videos coming out this week Monday Wednesday Friday Plus I'm doing lives today and Wednesday Friday, I will not be here unfortunately. Well fortunately for me. I'm going to New Orleans You're gonna hang out for Easter in New Orleans So I'll be down there, but I'll be thinking about you guys and maybe I'll shoot some videos down there Kind of show you what's going on in New Orleans So let's get right into this guys. This is so important this communication with your customers I'm going to also give you a link where you can get some software to help you do all this And there is a trial for $1. So you're gonna want to check that out But make sure you use that chat box talk to me ask me questions in there do whatever you need to do to get Involved you want to get involved guys You know today's customers are really different than they used to be and I think a lot of it has changed Because of what we've been through and because of what we're going through They they expect more than just a good price on the product nowadays They expect to access comprehensive information about your product or your service they're purchasing they don't they don't want any friction when they're buying something And customer service guys customer service is a major major part of that customers expect a business to you know Answer all their questions and concerns no matter what time of day it is okay They want this answer 24 hours a day. It's an increasingly competitive retail environment You know all these brands that are out here now They've got to really strive to meet those expectations or risk losing sales Which you will lose sales now you can't always be a hundred percent all the time I totally get that but in this training today I want to show you how to really improve what you're doing and why you should do it I mean why is the important thing right? We don't just do stuff. We want to know why we should do it as These customers expectations evolve, you know all retailers and brands have to invest in building stronger relationships with them This relationship between the brand and the customer must go far beyond the Actual transactions to create the trust and loyalty that you want to create You need to do extra things. Okay, you've got to enhance the customer service by using conversational Commerce and that's what I'm going to talk about today are conversational e-commerce according to Square future of commerce report 41% of Retailers say they currently are planned to implement selling via text or chat So that's changed a lot And it's really important that we're using this conversational commerce it's a new form of online interaction between brands and Consumers and allows both of us to communicate directly through text or chat boxes or messaging or ticket systems And in all these things that I'm talking about right now can be done through a program called Kartra Hey ART or a matter of fact, I want you to let me put this in here Check in the description to get a $1 trial of Kartra with my affiliate link alright Now I did talk to text And let's see what other trial of this is heartthrob. That's not right. Okay. It gave me the wrong thing here Let me put in here what it should be Kartra With my affiliate link In the description this is right now It's so funny when you do this talk to text It just doesn't always put what you want Okay, there we go There we go. Okay, so I got that the chat box there. That's there And you want to use that that's super important guys that that is just so helpful So this conversational commerce you can use things like push notifications Which allow businesses to tell their customers about a product launch or sale while chat box make it easier for the consumers to ask question 24-7 I have mixed feelings about chat box or chat box You know, they they kind of work that kind of don't sometimes they can be irritating, you know Conversational commerce allows brands to really respond directly with consumers, which is critical in one survey alone Check this out guys 69% of consumers said they would like to be able to message a brand and it made them feel more Confident about that brand just just being allowed to send a message to a brand It made them feel more confident and understand the more confident they feel the more likely they are to you know buy your services or whatever In that same survey the same survey found that 70% of businesses responded to chats within five minutes We're more likely to lead to conversations with the consumer So if you can do it quickly all the better We have a messaging ticket system on our site And you can get it to through cartridge that link I told you about in the chat box there You can actually get that software for only $1. It's not always easy to respond that fast Let's face it, but customers say they're willing to wait an average of just this six minutes Wow, they're willing to wait six minutes the actual average wait time is 17 minutes across the board Okay, which is pretty darn fast. I can't even say that we're always at that And when customers feel they had a bad experience, they are not shy about expressing it online I mean people will bash you online nowadays guys if they've had a bad experience with you They will tear you up You know, we're having a rash of a problem now because people are counterfeiting our website They're they're putting up fake websites that look like us and they're selling products that are ours or other people's And they're just keeping people's money and then they're just shutting down the site So they're just total scam sites now the problem with this for us is they contact us and they say have place in order with you guys And it's been a month that we never got our order and we look and we see that you know They never bought from us or go forward the receipt and it's not a receipt from us is from some other email address That's nothing to do with us and I'm not talking this happened once or twice. This happened several times a day So a lot of people are really getting ripped off. So this is my opportunity also to tell you be careful where you buy online There are a lot of scam sites We've traced most of these down to Iceland of all places and there's some in Russia. There's some in China But they're just totally scam sites and they almost always use PayPal. They don't use credit card processing So, you know, if you're paying through PayPal you have some protections, but just be careful, you know When you see an email address that does not match the website That's a big red flag guys and almost all of these people that you know contacted us You know bought from a site that you know that didn't match the email Businesses are faced with heightened consumer expectations and increased competition guys. It's you just got to get better every day I mean you got to resign yourself to that that in a lot of times. It's really frustrating You're like, oh my god, I just did this I did this now I got to do this. Yeah, you've got to if you want to make it online The payoff is that you'll make a lot of money this morning I looked at my watch and it was before 9 a.m. And I had orders coming in from I don't know 4 or 5 o'clock in the morning going up And we had done thousands and thousands of dollars worth of business before 9 a.m. Before 9 a.m. So it does pay off And I want to talk about five ways conversational commerce Strengthens your customer relationships because I think this stuff's important. I really do And we're experiencing some of it, too the first way and certainly not the only way but the first way It supports customers questions and any issues that may arise. Okay, they're they're always gonna have questions about your product That's just the way it is even when brands have live customer service centers. Many aren't available 24-7 I know ours is not Yet when a prospective customer has a question or current one has a concern they want to answer They will actually want that answer immediately So insisting a customer wait until business hours may lead to a lost customer or lost sales So you can offer conversational commerce which gives customers the assurance that they'll make progress when they're issued Even if it occurs during the holidays or overnight hours So we're using this ticketing system where they can you know The first thing is they click on if they have a question and it's a box pops up And they can type in what their question is and when they do that these frequently asked questions will populate below that So they can see if that answers any of their questions If it does not they can initiate a ticketing system that ticketing system goes to us Which comes to me and my employees and we see that there's a ticket it sends us an email and lets me know Hey, you've got a ticket this consumer is asking you something and we can jump in there and we can answer it now If we've got a concern that happens time and time and time again, we can use a templated email or not really email It's a templated message in that messaging system And I've got some set up for those fake websites those scam websites I just told you about that answers that stuff for people because they want to know You know where's my order what's going on and we have to explain to them that if you know if the order number doesn't match And their email is not in our system that they probably got scammed and we tell them what to do about it this past Was it Saturday? Yeah, I had a lady contact me and she says hey We I ordered from you and I never got my order and I was like gosh You know I'm really sorry, but you know we checked and you didn't order from us And I looked at the receipt you sent and it didn't come from us However, here is a coupon that's going to give you a discount that you can use within the next 72 hours Within an hour and a half that woman had gone to our website and placed a $1,200 order Wow all because I gave her a coupon and she was ripped off She was ripped off and she came back to us and Spent $1,200 all because I was very responsive and I gave her a coupon for a discount So a lot of times it helps like when somebody's upset or they have a problem Do something for them do something special for them help them out with something Okay, and giving them a discount is a great way to help people out Number two It helps businesses be responsive without getting overwhelmed now. I know if I sit there and I just told told you about this template Message I can send back to people if we get a whole lot of tickets coming in And we have some templates which we have a lot of templates like that because a lot of people ask some of the same questions That can really help and you can do that in kartra Look in the description after this is Not live anymore. Okay right now it's live right now or if you're listening to it later, it wouldn't be but you get the drift okay, and You you can get a get that link to kartra. You can watch a video You can see how it works and you can try it out for $1. See if you like it. I think you will It can be impossible to respond to every customer inquiry and still ensure the brand or business moves forward Using automated tools and messaging like if you want to use a chat box Helps address basic customer questions and allows brands time to provide great customer service Especially on more complicated issues customers may have okay, so Having these automations in there are really helpful And if you don't have and I just mentioned it a couple minutes ago Frequently asked questions on your websites and where you're missing out. We have that at survival k food We also have that in our ticketing system and it pops up and populates in our ticketing system Uh, but having that frequently asked question and there's really helpful Even if somebody emails me a lot of times I'll send them a link to that answer on our frequently asked questions So they can go to that read it because it's already been written out And the way you go about that guys and by the way, this can be done on your website Um, in most cases, whether it's wordpress or magenta. We have magenta in wordpress But you can have it there. So we've done it there and we've also done it inside car for where we have our ticketing system But having it there is is really helpful And all you got to do is sit down one day and start writing out all the questions that people have asked you And then write an answer to it and put that in your frequently asked questions guys This is immensely helpful. It really really is you need to do this. You need to have this on your website It's going to help you so much number three applicable across Business sizes, okay, so think about this whether a brand is a one person shop Okay, which I was in the beginning, you know, it was just me in the beginning or if it's a global entity now We have manufacturing at one state. We have A shipping in another state. I'm in another state. We have people in India. We have people in Mexico We have people in the Philippines. So we've grown a lot, but Being able to con to converse with these customers has been invaluable for us So being able to scale responsiveness ensures brands can maintain strong customer relationships as they grow If we didn't have these automations and I didn't have these tools like kartra I couldn't have grown the business to where it is today. I couldn't be making the money I am today without being able to do that. So it's really important that you use some of these tools Having them out there and not using them is just like not having them. So it's super super important that you do that Also, number four uses automated tools Such as what I told you with kartra just now so that customers can make and confirm Let's say appointments or services or orders, you know, when somebody places an order at survival pay food They're going to get an email. It's going to confirm their order. It's going to show them what they purchased And it's going to tell them, you know, when we ship this item, you know, you're going to get another email And in that email, it's going to have a tracking number and our system automatically does that when we ship it out So this will free a business from the busy work all the little tiny minutia things because it's all automated And it makes it simpler for customers to center change their schedules To, you know, know when a product's coming and it decreases the chances of them not being home when the product shows up Or if you're doing appointments Appointments of having no shows. Okay. No shows are terrible. We don't like no shows. No shows are no good So The next thing i'm going to tell you number five Is it stores all of your customer conversations in one place? So now when we go into kartra I can go in there and I can look at all the different tickets Not only that it attaches itself to the customer file So when I have a customer in there and I've been talking to them for a little bit It's going to see all the conversations we've had back and forth. It's going to show how much money they've spent It's going to show the value of that customer. It's going to show what emails they've gotten It's going to show what emails they open. It's going to show them where they clicked Kartra is an amazing software. You got to get it. You got to get it In the description below grab you some kartra. It's good stuff. I'm telling you And if you have questions about this as we're going guys, please post those Please please please be involved even if you're not watching this live right now Make use of that comment section below this video. All you got to do is put a comment in there I come back. I answer those things. I will talk to you and it's me. It's not somebody on the staff It's actually me answering you so make sure you make use of that comment section I I've met a lot of really cool people in that comment section guys. I'd love to meet you be one of those people in there Okay, I want to see that So if you have any uh suggestions on subjects, you want to see me talk about, you know, this is also me communicating with you guys It's not just my physical products. It's my training also I do want to communicate with you guys so that I can help you out so you can grow your business But anyhow having these All this information in one place it helps you see the journey of the customer and it makes it easier to communicate with customers more effectively Notifications and chats can be attached In uh card for all these things can be attached in there or to shipping data so that the customers have a history of their transactions And they can see it too This process makes it a whole lot easier to reference and address any customer service issues You know as customers as brands We look for more ways to connect with our customers conversational commerce helps manage customer interactions at scale Okay, so that we can handle it even if business just blows up This ensures customers get assistance whenever they need it and it builds a stronger customer relationship Which is what we want to do the stronger the relationship The more they're going to be likely to continue to do business with you to spend more money with you You know, that's what you want. You went this relationship building, right? That's what we're doing with this conversational commerce So I don't have a whole lot more today on wednesday guys. I have not picked my subject for wednesday So if you have some ideas about subjects for wednesday put it in the description Excuse me description put it in the comment section put it in the chat section if you're watching this live And remember even if you're not watching this live right now, okay, you're not watching it live Don't forget to subscribe. You know it's subscribe button down there Don't forget to ring the bell turn all bell notifications so you're notified each and every time I do go live Utilize this stuff guys And use use use use that comment section. I really want to talk to you guys and I want to get to know you So I hope this helped you out some today. I hope this conversational thing Is something that you understand and it really will build your business guys. I've made so much money It's like the story. I just related to you. I answered that lady's ticket really fast I gave her a discount coupon code and she went right to our site and spent 1200 bucks And it took me what three minutes to respond to her and I made 1200 dollars in three minutes That's pretty darn cool But see I do that all day long every day So I ended up with thousands and thousands and thousands of dollars of sales Which is what I want to do and it allows me the freedom Right the freedom right when you have a good income coming in It allows you the freedom to go do what you want. I leave What is it on Friday and I come back Tuesday? I'm gonna hang out in New Orleans with a best friend of mine from high school We've been friends since they were like 14 15 years old. I guess something like that We're both in our 60s now But we we both have that freedom. He's he's a builder. He builds neighborhoods He builds like hundreds of houses at that time And we would school together and we're you know, I've got time to actually go see him I mean, what could be better? Then they have a friendship that many years first off and then have the freedom to be able to go meet somebody And then us both like the same town and some of the same things too But you know, if we didn't both have businesses, we couldn't do that You know, we wouldn't be able to take off anytime we want or do what we want So I think that's very very cool and I feel very fortunate But you can do the same thing and you can do it Through these automations i'm telling you about through all this training I'm telling you about on this channel. This channel is all about you. It's not about me You know, I've made money and I can pay my bills But this channel is about helping you guys out and helping you move forward about starting running and growing your online business That's all this channel is about So if you have any input about questions or things you want to see answered Put it in these Chat box put it in the comment sections Send me messages if you go to my about section on this channel You'll find my email address you can email me and I will answer you no matter what it is I'm going to answer you and I'm going to do my best to help you out So that's about all I got today. We're finished a little bit early. What is about 10 21 right now? We normally finish after about 30 minutes. I got to get to the bank I got to get a little bit of cash because I don't really normally have cash But I got to get some to tip people along the way and go into the airport You got to have a little bit of cash and all that and it's a good idea to have some cash So I'm gonna do that But that's what I got for you today guys. I really appreciate you being here I love each and every one of you And you guys have a great day and I'm going to see you on Wednesday. Remember, I won't be here Friday or Monday Following because I will be out of town, but I will do some videos when I'm down in New Orleans And I'm gonna share that with you on this channel. Okay, I'll share with you on this Maybe I can go live down there Maybe I can go live in New Orleans guys if you want me to go live in New Orleans and film some stuff down there Put that in the chat section. Put it in the comment section Let me know if you want to see some stuff in New Orleans. Some of you may have never been to New Orleans You don't realize what a great food town and it is and how exciting that town is. I love the place It's a really nice place. My wife and I went there on a regular basis before the world illness But we're gonna get back to it and starting this coming weekend. We're gonna be there Thanks so much for being here guys. I really appreciate it. Love each and every one of you and I'll talk to you real soon So long