[00:00:00] :  21 Hello, Adrian. Hello, Helmets. Good morning. Good morning. Good evening or good afternoon. Toe everybody who's watching and welcome to the first video. First Live interview with Adrian from Amazing Amazing Life Chat application Software solution tawk.to. How do you pronounce it? I think it depends on the accent, but there's really no incorrect way say down the Australia, you say Tawk to yes, talk to yes, yeah, and what's the meaning off the world? We'll talk. I think it's a play on the word talk to actually converse with someone verbally. Yes, so changing that little over book. Just a little play on that one word. And the idea behind it is is that to enable to connect businesses with their customers, we believe communication engaging with your customers is most important thing that a business can do. So we really want to encourage people to get out there and, well, your customers absolutely customer support. That is one of the things I am amazed how corporations like Google and Facebook can live without providing customer support. Yeah, it really is incredible. We actually discussing this today with some really lot just provided companies out there that in order to contact someone. It's honestly like navigating, amazed. They make it harder and harder for you to communicate with them, and they're pushing more and more customers towards forms and, you know, self service. But we believe that's really an opportunity out there for small and medium businesses to be able to compete with the large players by providing them a great, incredible opportunity for their customers to connect with them and have that advantage to give them that personalized service that everyone loves. No one loves to fill out a form on the website. No one is being redirected to three other different people or sending out an email and not knowing whether you're actually getting a response. These air pain points for our customers, which everyone knows because we all experience on on a day to day basis. And that's how messaging came about seven years ago. When talked to launched the CEO and founder, Robert realized that messaging was the next wave in communications and he thought was a great opportunity for businesses to be able to easily connect with their customers right there on the website. When they're excited about making the purchase, that's That's awesome. And I'm proud. User off tawk.to proud, proud, proud user off tac toe on Good morning, Good morning to everybody. Now you have a chance toe. Ask your question within, so this thing's conversation will be in two parts. First of all, I will have a chat with Adrian, and then there will be your questions. And, of course, if you would like to say good morning or hello, So here's Victor's below. Six. Wait for um, Al Vinny on, he says, Hello on. I guess I got some victims. Hey, good morning, Good morning Alien. When when was there? tawk.to launched. So talk to launched in October 2000 and 13. So unbelievable. Seven year anniversary, October 2000 and 13 e did look up my history off live chats and I realized the first time I used live chat was in 2011 with whole skater mhm and my first live chat. So I've been using to live chats for longer periods of time. The person was hoping mhm, a fantastic tool on. That was the first time when I saw that I, as a Web master, can trigger a chat with a visitor off my side. I was amazed by the future off course, and it was paid solution. And then there was another one. Flies. Oh, classy. I've never heard off zapped him. Of course I have the Plaza Chemical. And then once I met tawk.to, that's it. They gave us our They're really normal questions. There were normal, normal, normal questions. And how do you guys, How do you guys thought? What was the idea behind it? I love the story. I love the story. The start story. It's the story I heard when I first was invited to join tawk.to. So the CEO and founder Robert I was running a marketing company at the time. Andi, As I said earlier, he recognized the opportunity for messaging as a way for businesses to communicate with with customers with potential customers and visitors. But the solution that they provided at the time didn't quite fit his needs. So he approached the vendor and he spoke to them and make about making some alterations. And unfortunately they rejected his offer and they said No, you know, we've got our road map and we can't do it, etcetera. So as algo great entrepreneurs do he went out and he he built his own live chat software. He said, Well, you know, let's build it for us That's created. And then as he was creating and he thought, Well, if I'm doing it for ourselves, wanna give other businesses the opportunity to use it I mean, it's not going to cost us. March will cost us very little to give other people the opportunity to lose, use our lives, live chat solution and the difference with. So you may be thinking, what was a big difference? The difference between talk to an existing live chat Cos. Was the way that it was structured. So traditional live chat companies are customer centric, so you log in and you respond on one account. But talk to is very unique because it's agent centric, which means that I can log in and I could be associating across multiple gotten over this and I have talked thio unwanted number of websites and respond to allow those chats directly from the one dashboard. And as I said, this is really unique for tawk.to. And that was the one factor that Robert London in his software eso they learned, launched in public on in October 2000 and 13. They offered it out to other businesses, absolutely free of charged. And I think Robert didn't really know where I was going to go from there and as it did, grew and grew and continued to grow. And they added more and more features and continued to develop the product until years later. You know, back in 2000 and 17 I think that had something like 2 to 2.5 million users on bats when I joined the company very late in 2017 early 2018. So I was very lucky because he had established ALS the software by that stage, and they're looking over way to monetize it. Um, so that was exciting. And now we're just about to tip over the four million users mark within the next few months, we should we should achieved that milestone. So you have four million users, correct? Well, just shy of four million users, 3.8 or 3.9 somewhere on that path. And we could continue on this trajectory. We should hit four million, and within the next couple of months, it and I love the feature you describe. That was that was probably the main, the main feature that, like, totally filled main. I could go for paid solution as we sometimes Well, not sometimes, but we have to pay for this for the software we use, of course, but then that we can share that live chat, live chat widget. With that, the access would be given toe all the support agents in our case. That's amazing. It is absolutely amazing. It is absolutely incredible. Andi, I say that because my full time role is with talk Thio. But I have a little, very small business on the side where I sell Cem Cem goods on me and gum during that around enough get up a little chat with it there. So if any customers want to reach out to me directly, they can, and it makes it so easy because I have my dashboard open ready to respond to any chats from potential customers. But even other chat comes in from my side. Hustle my side business that I can pick that up a the same time, so I absolutely love it, love it, and it makes it really easy for customers to reach out to me as well. Can I ask you? I went into crunch base on and had a look on The profile of your company on it says that you have to Founders. One is Robert. Uh, that's it. Another one is Shankar. Mr Shank, Our car. Apia. Yes, Copia Shank. Our is our CTO. He's a co founder with Robert. Hey. Developed the software from the start, and he's been with Robert for the four. Talk to her in his previous business. I think it's over 10 years now, So they have an incredible relationship. Yeah. And where did they both meet? Take, I believe Robert Recruit. So Robert recruited Shankar as a developer in his previous business. Okay. And Shankar would build websites and developed websites and help him out with a love that And then he saw the opportunity and he learned a lot more about development and created the talk to platform and now shank our lives in Latvia. Lasky correct. That's right. So originally he was born in the leisure. He's traveled across the globe with Robert how he lives in Latvia, where which is where most of our developers actually reside Oh, yes. So Victor had some Victor had some issues trying to run it so that he managed to run it in the end of the day. The it's very easy to copy and paste the code into it. What we're trying to get is through the integration with open cart, working perfectly for it. So what about the integrations with other platforms? I apologize about jumping around. That's okay. I believe there's about there's 50 plus, but the main ones that we integrate with these WordPress w h m c s a shop of why we're commerce. June la They've got a Shopify as well justifies. Well, that's right. Magenta. Yes, A magenta integration. Andi. Yeah. What's the percentage off wordpress users have You got the statistics? I don't have that statistics. Um, I'm trying to think off the top of my head, but I wouldn't be able to tell me. Not accurately. I could take a wild stab at it, but I wouldn't know where that would be. Right or not. Okay, so that is, um then you. So I understand that your business model is selling assistance, Correct? And on this is this is something, Adrian, I am personally, really, really interested in. Yeah, I think. What's what's really special about talk to and and why I love working with Robert in the paint Etcetera is on number one call. Our goal is to really sport small and medium businesses. And Roberts never been out here, too. Really create like a traditional SAS company. He's constantly reminding us help others give back. If we if we create success in our customers, then naturally we will become successful ourselves. So we monetize by providing agents to respond on behalf of a small percentage of customers. Uh, and we're gonna be offering Mawr, Adams and Mawr features, I guess, within tawk.to as we continue to grow. But ultimately, the goal is to smoke small and medium businesses. And that's why the the platform remains free, even though people constantly confuse and say, Hey, Y is a free. So much so that we had to create an article and you can see it on the talk to website, where Robert himself explains why he offers this product absolutely free. Um, etcetera. Okay, let us get back to the the agents. So in our case, in Rosemary's case, we have around 300 maybe 3. 50 Vietnamese people from Vietnam. Andi, I am. And I'm thinking all the time that we need to get 11 person or yes, Like I should start with one person who is Vietnamese speaking. So native Vietnamese speaking who could Who could support Vietnamese? Were masters, at least on the on the basic level on and now at me as a partner. So coast Maria's as partner off tawk.to. We'll talk about that later on. I can get 50% discount. Correct? That's right. So our partners, we offer them a 50% discount on the higher agent service. So if they get started with any of the hired agents instead of a dollar now it becomes 50 cents an hour. Could you share that page, please? And can we go through? Have you prepared it? I haven't been eso the partner page you're looking at. Yes, you can definitely share it. So Good morning. Good morning. Uh, on feel free to ask your questions. And if there are Web masters watching Oh, we will talk about an amazing back link you might be able to get from tawk.to got it. Okay, So just share my screen, dog. I just so bright your side area and seriously and absolutely awesome. Yes. Okay, so this is our partner program. Okay. I believe we launched four or five months ago in 2020. We had a number of partners before then, but we made it official at the start or towards the start of this year. We really wanted to reward people like yourself. Helmet, too. Have for years. Been supporting, talked to by recommending us and, you know, explaining it to your customers and getting them to sign up a swell. So what do we provide? So there's three different levels. There's an affiliate, K partner and a trusted partner. Uh, percentages you see at the top is the amount of commission that we pay out on any of the paid errands that clients can potentially sign up full. Okay, three, the everyone gets access to the partner podium. So that's where you will get reporting on based on who's been signing up. That's where you get access to allow the assets, the banners, the partner badge, etcetera. Very easy to track your status. Your partner status, etcetera. Uh, affiliate will get a 25% discount on any hired agent services. A partner will get a 50% discount as well. On unfortunately, due to Covid 19 we we're limited in how much we can travel. But we'd love to host mawr partner events and be able to connect with our partners and learn more about their businesses and how we can support them. Yeah. Okay. Eso on. So I'm not really interested in 10 or 15% affiliate fees. My apologies. Eso What was it all about? Their discounts on hiring agents, the discounts on the hired agents. So there that's outlined here on this line. So 25% 50%. Or as a trusted partner, we offer the hired agent service absolutely free. We have very few trusted partners. Um, the people that we've worked with for years, we really stand behind that trusted partner badge. And we want to be able to recommend that their trusted partner. So you'll notice there's a minimum 90 day sign a period. So you need to be a partner for 90 days. I go for that level, but as a partner, you'll receive a 50% discount on any of the hide agent services. So what about the hard Asians can? Could you explain more about that, please? Sure. So as the business continue to grow, I'll just switch off my She is just okay. Done. Awesome. Thank you. Is there an important parties? Uh, reaching out and understanding? What's the problem that your customers are facing? Andi? A lot of people love the people are not interested in chat software is something that we say all the time. People don't want chat software. What they want is more sales, more leads and the customers the customer service hand for them. So we recognize that problem with customers is that they can add live chat, but they can't be there 24 7 to respond or even if they can't be there 24 7. Even during their normal business hours, they get called away to meetings. They miss Chad's. They're just not available to be there. Or it's easier to outsource that component of their business to another company and have them respond on their behalf. And we got a number of queries coming through, saying, Do you know of anyone who can help us respond to our chat? That's how we launched the hired agent service. So that's why we have a team of agents. It is a shared service. That's how we get the cost down to as little as $1 an hour. So we have a team of agents that could be available from a little as 10 hours per week, all the way up to 24 7, depending on your requirements. Uh, when a chat comes in, what the agent is trained to do is to use the responses that we've created. They'll use the knowledge base and agent guy, your website, if need be, etcetera in order to respond to the customers query from time to time, they get queries coming in. They don't know the answer to, and then those situations. They simply escalated, so they captured the visitors Contact details. Unfortunately, I can't answer that view right now, but let me take a name, email address, etcetera. Andi, I'll get one of the team to respond to you in the next 24 hours. Whatever the requirement is on, we escalate that through to whichever department which have a person never signed for that. You've integrated ticketing system as well, correct I talked to his live chat software. We've got ticketing them with gal got launched down knowledge bases. Well, so next up is gonna be a crm content, Uh, contact management system as well. Okay. What? Yeah, What I love about the height agent service helmets is that you actually get access to the the team 24 7 as well. So you'll see that the agents proactively reach out to you if they need help with any sort of queries that come in. And if you get a question that comes in, they don't know the answer to and they escalated through to a ticket, you can then respond to them and say, Hey, next time this query comes in. This is how I'd like you to respond, that this is the process of like you to take. We generate those. We create their response. We create that process. We trained the team. So the next time that query comes in, we know exactly what to do exactly what to say. What? It's usually the training process. As I have noticed. If I want to bring in a new customer support person, it will take around two weeks to train a person on bond and that is noting the thing that your your website has got traffic. Mhm. That's good questions. As most of the cases, nothing happens. If your service keep surrounding, fall asleep, there will be no problems. Well, I think training a new staff member. If anyone said it was gonna be done in two weeks, that would be unrealistic. Just e think most of the training a couple of weeks, but you continually train your team. It never ends indefinitely, and it works the same way with the agents. So the first step is we get you to set up well, we get you toe fill out a seven step on boarding wizard, And that wizard is designed to capture ah lot for most of the information that our team needs to respond, I think Well, then study your website, they'll study any previous chats that you've responded to, and they'll look at similar use cases as well. So we're responding. Behalf of other hosting companies will look at what type of questions they have had. And if we feel that you've missed anything in the about your business section, etcetera will reach out to you and say, Hey, helmets. How should we respond to this? What should we do in this situation? Etcetera? That's the initial training. But the world training happened when we go live, because we'll get questions that people were in a different way or something that we both didn't think off. That's popped up. And that's when we used the escalation system. And that's when it's really important for the business owner to continually give the agents as much feedback as possible. Because, let me say here on the Livestream, like they are human, 100% human. We don't use bots, so they do make mistakes. That's that's horrible. That's what are absolutely horrible. Just one second. So good morning. Good morning, it everybody. Good afternoon. Good evening. My name is helmets, Mesh. Once I'm the owner and founder off host Maria dot com. That's no stress limited. We are based in the UK on our guest is Adrian from tawk.to on those who still don't know that talk to is the largest. I would say it is the largest live chats solution like platform in the world. On that we are We are me, myself as well as a white master who created his first website in 1999. I think. Andi, I am curious about tawk.to. I've got my own questions about the agents about other things. And so and this is a life. Seems so. You have a chance to ask your question, Adrian, as way as well say my name. Okay. Awesome. So, uh, about the training about the training. Where are those agents based So most, Uh, sorry. Most of our agents are out of the Philippines. We do have a small team in Europe. We have a team in in North America on. We have a handful of agents in Australia as well. The most we recruit down the Philippines. Philippines are really good, Really good, incredible. And we use the Philippines for a number of different reasons. Their English comprehension and writing is impeccable. They're extremely loyal. The greater customer service on there, just lovely people. They've got great values as well. So we built a really strong relationship without without team in the Philippines. Yeah, It's just a lovely place. It really knows. Well, my experience with Philippine Ian's isn't as good yet. Okay, Let us. Let's leave it. Leave it leave it to the future on. Could you? So could you give us a an average, like average picture off your average partner who uses your life agents? How do they start how many agents they have? Maybe you can give some samples from out some websites. The spectrum is so broad that there really is no standard sort of client that we service. I would probably say we lean. We have more clients in the e commerce space. Okay. Um so where typical questions of presales. Tough questions. People are asking about products on a lot of the queries of shipping queries. I placed my order two days ago. I haven't received yet what's happening? Tracking number and that, you know, a lot of customers that we speak to always tell us that I think the answer is actually on the website. People are there, don't wanna look for a calm people look for a while, seek that human interaction and mangement and are crazy. And people are lonely that nature people, they are good. Everybody wants to be happy. So they see a live life plantations, and they just want to have a chance. Correct. That's exactly right. so the tranq be on boarding for them can vary depending on the the clients or the customers requirements. We consider up certain integrations with CRM systems, certain systems that need to happen, eh? So it could be completely customized exactly for your business. And the way the agents respond is but is not generic by no means because our agencies, uh, at what we call a canned response or a template and response. We call them the shortcuts with him talk thio that enable them to respond in a tone that's consistent with your brand and your business. So, for example, we have an e commerce store in Australia that wants us to greet the customers with today. It's a very explaining colonialism that I might, and we said, Good. I welcome to the E commerce store. How can we help etcetera? Different customers would like us to end the chat in a different way, etcetera. So it could be customized exactly how you want it to be. A. So let us see a case. We have a guy, uh, coming in trying to get his attention. That's absolutely fine. Oh, you're playing my mind. So can you say my name. How would you support this live chat pass? So probably how would you support person like this? Oh, well. So if they with bitter within four to as well. So if you but someone who's a trouble a chat, chat, show time, our agents are more than happy to have a chat with the with the customers as well. If someone starts becoming a rude or abusive etcetera, then you can ban them as well. So that's it, I possibility expert. Oh, over the years I have noticed times by Time's person comes in and says, Look, I'm just checking. Is there both or not? Yeah, yeah. Just Sometimes people want to exchange a few words. They won't just ask if it's about or not so much they'll give you maths puzzles to answer that. What the weather is, what the capital of certain cities? Uh, they'll ask you to send pictures, etcetera, which out, you know, which almost makes it exciting for the agents to respond when they like more because it is, It can be, you know? Okay, I answer this question standard, and then, oh, wow, there's a little bit of excitement in my day some some things a little bit different. Was 21 divided by three. Except right, Yeah. Okay, that that That's awesome. What are the good and bad practices off live? Chat off life chat operatives based on your experience, Right, I'll start with, I'll start with the bad and then I'll go to the good. Okay, So bad not being there to respond is the worst thing. That you could do it. Okay? Because when someone engages in a chat and then no one responds, it feels like no one Casual, you know when you want to purchase something or you've got a question about a product and you're ready to buy and they turned anti like, Well, what's the feeling is this person must be making too much money. This person that this person must be doing too well. So not responding to the chat is a terrible experience for the customer, and it's a missed opportunity for the businesses. Well, so that's one of the worst practices that you can sit up we talked to. You can also set up a schedule, so if you don't want to pick up in each other, have toe, say, 6 p.m. At night, you could automatically switch your widget to offline, and that will tell any visitors that I am not a response. But you can't leave me a message and I'll get back to you s. Oh, that's a great little features. So setting that up correctly to know when you are available when you aren't available, it is very easily done. I think the other mistake that businesses make is the timing between responding. So someone starts a ask the question, and then they have to wait three or four minutes for an answer, and they're checking and you still wear etcetera. Eso What? What's the right practice to doing? That is, even if you are looking for the right information or the right knowledge, he's going back and just, you know, confirming that you still are available. Hey, helmets. I'm still looking at the right information. I won't be much longer. Thanks. So your patient is really important. The third mistake. I think people treat chat like they treated, even though it's a human responding, they treat it like a blot where they copy and paste answers away. They respond very quickly to the customer in a chat. What they should be doing is chat is its communication. They should be making a personal. They should be introducing themselves exactly like you were having a conversation. If someone walked into your story, your shop front of you had one or you on the phone someone you've got to make a conversation or you've got to connect and build that report, that relationship with someone. And if you're just simply copying or pacing or the person feels like a copy and paste, then you don't have that connection. So I think they're three of the main mistakes that people make with love chat. I would also say 1/4 is not being available. 24 7. Your website is on 24 7. Um, so you should be there to respond. If someone has any questions, do you? Do you think? Do you think so, Then? Is that a mistake? I think it is because we all have access to the Internet. We all have access to your Web site around the clock. So if I go on 11 o'clock at night and I have a question, having someone available there to respond to it is a competitive advantage for you and chat is really easy. It's way more difficult to have someone. I was, uh, when I When I was doing budgeting for host Maria, I came to realization that cover live chat 24 7. I need around eight customer support people. Eight. Yeah, that would make sense. That's that is a lot. That is a lot on that doesn't include duplications or sick of times or stuff like that. Yeah, And that's the challenge that we heard back in 2017. People wanted to be available 24 7. They could report it, they couldn't staff it. And hence the solution of the hired agents for as little as $1 an hour, $24 a day. You can have someone available. 24 7. Never missed a chat. Never missed that opportunity as well. So that then become a partner, become a partner and you'll get that price 50 cents and 50 cents an hour on, then your dealer. Daily fee for for you and agent is 12. $12. Exactly right? Yeah. So partner up and then get in this camp on the agents as well. Yes. Uh huh. Are you waiting. Oh, who is wiping? Are you waiting? 18? Every weapon now. No e a victory is guy. He's the White King from Ireland. Victor's Vape shop. Alina couldn't agree more. Victor's well said. Absolutely. So what about mhm? Yeah. What about the security? In terms of the data security? Absolutely. So we're hosted. On what? What? What access can we give to the live chat Asians? Where does the support stop? Can I give them access to my, uh, see my systems? Well, like W m h C s. It depends on different businesses have different levels of risk that they feel comfortable with. Um so access to the back end is something that we try to do limited in the scope of the agents. Because the way we get the cost down to a little a $1 an hour is agents are responding on behalf of multiple clients, so they'll have two or three, sometimes even four or five chats ongoing at one time. Now, if they have to go into a back end system and, you know, work around and learn it, then it can slow down the response for all those other chats and causes trouble for us? Yes. So we try and set up some like we Shopify. We have an integration Where? Where agents could look up orders directly on the spot, uh will be able to give us limited access to their back end to do very simple task. For example, reset the password, etcetera, and it really depends on your appetite for risk and what you're you're confident doing. We have never had an incident off an agent, stealing information and agent. The only thing wrong with an account within the back end, like dilating someone's account or doing something completely stuffing it up. I can't hand on heart. I can't say it will never happen. We just try and mitigate that by doing the best training that we can with the agents when we recruit them. We try to recruit through referrals without team, know someone who's been working with them, and we we try and establish a new environment. Where are agents really happy to come into work? That they're excited about the opportunity to talk to is a growing company which gives them opportunities to grow as well We treat them as fairly as possible on were completely transparent as well with, you know, there KP ice and their structures. So we try and do everything right in that sense to try and reduce the risk as much as possible. Um, our company just recently had security issues with senior technical engineer. You know what we did cut him off immediately, but but still quite unpleasant experience. So you are saying that your agents are all in house, correct? That's right. So they're not outsourced. So you don't have working either from home or from from the office space or something like that. Exactly what and without because of the culture that we built a lot of our as we could grow our a lot of the agents that we recruit in the referrals from existing team members. So they built their own community. And that's what we love about the culture in the Philippines as well. There is. It's a culture of honor. It's a culture where people don't want to do the wrong thing. It got this incredible honor about the way that they work so way. Love that. And we feel really confident with that team. Have done an amazing job today. Yeah, it was so bad with them. So how do people become partners? How do people become partners and let us talk about becoming a partner? Sure, you could you show us a like like what? Could you walk through the process, please, if you could share Green because I haven't prepared to slide. So I do. My personal suggestion is on. I am not affiliated. I'm not to tawk.to I'm proud user, proud customer, proud customer and a partner as well. Andi, I would say My suggestion is so what we did I went to the tawk.to, signed up as a partner and my main thing was two get a backlink from partner stage and then to get a A discount, 50% discount on on ages and maybe hopefully if to become trusted partner and then I would get free customer support. Agent or agents? I don't know yet. We'll see. So we with everything talked to we try and reduced lower the barrier. So we looked at other partner programs that they were out there and we felt that a lot of them made you jump through unnecessary hoops Way tried to make it as simple as possible and Well, just just like the two t is the affiliate in the partner. And as you said, if you just visit our website, you go into the partner page, complete the form you have one of our team members reach out to you. There's a good chance it will be. May on the page is just here. I'll share my screen again. Of course. Mhm thing is the page here where you can learn all about the benefits off. Talk to, um, and down the bottom, trying to school. You got any of your fake? You You're gonna get an answer there. All you need to do is just complete that application Here. Here we go. So we are on there. Okay? Eso So we would go toe partner program on. Let me let me share. Show the u R l to everybody. Here we go. By the way, we are live on Facebook, Twitter, periscope, YouTube So you can watch and comment from either off those platforms. So you follow this link, then. Okay, a to bottom of that page, you'll see all the benefits on that page at the bottom of that page, you see the part of partner application form. Okay, well, we just need the name and email address, a contact number and your website to U R L. If you don't a website that's absolutely fine, just leave a blank now and then you'll be contacted by myself for one of our other team to reach out to you. We love to just hop on a quick call or a chat or have a conversation to learn a little bit more about your business, um, to answer any questions you have about the partner program. And then the main difference between an affiliate and a partner is that a partner will use talk to on their website, and that's the status the partner status. Where is the um, affiliate is not required to use talk tawk.to on their website, So you may be an influencer. You may have an instagram down. Yeah, whatever it day, and you just want to promote, talk to you want to use the referral link and pick up the commissions. That way, you're more than welcome to it. You don't need a website that's absolutely fine. Once you've had a conversation with us. If you decide to become an affiliate, you just need to sign up for a free talk to account will activate the partner portal within your account, and then you'll be let your falling. From there. You'll have access to all the assets. The banners etcetera to promote the hired agents to promote the software, to throw out any of our Adams as well. If you decide to become a partner, another added benefit of the partners. We actually give you a link or a directory listing within our partner directory, and users will look for hosting solutions. Digital marketing solutions. A lot of different now, resource is, and they'll go toe apartment directory listing and search through our partners. So here's, uh, department directory listing. I can I can share my screen in this case. Let me share. Let me share the link on. I am really amazed that this this place is so up. Okay, it is small. It is tiny unfilled. How many partners out there? I couldn't give you account. To be honest, I could go into around 200 e. I would say Yeah, between 1 52 100. Just just just just a quick look. Andi, I'm How is it possible that CEOs are not abusing this thesis offer of yours so we can see Host Mary is here on. Then we sl you could go to your profile. You could put put on your your locker. So now it's just limited trading as host Maria on Do you would have visit partners Side link as well. Correct support languages, telephone number, all the all the good stuff. How is that possible that the place is not abused? You know, it will take just one person The post this resource on forums like Warrior Forum, Digital Digital Journal or what was that? Digital Central and our black that world. And that's it. It zaps one of our faults. To be honest with you, how much way don't do a lot of advertising. We don't. We just, you know, um, talk to product. We don't use Facebook. We don't use Google ads. We don't do any of that. We just try and build the best product, um, that we can and that will attract users, we believe. And I think that's probably a fault with the partner program as well is we haven't advertised it enough. We've set it up to our website and we get the number of partners that come through and, you know, we probably need a kick of the buttons. I go out there and explain this to people a little bit more because they just don't hearing it. So there's a lot of work to be done. But, you know, it's definitely on our list to do to go out there and reach more more partners. So let's talk about affiliates on E. I don't know. Do you know the podcaster? James Altucher, Say it again. Uh, do you listen to podcasts? I do, Yes, I do. Listen to a number of podcasts, one off my favorite podcasts. Podcasters is James L. Teacher and then, for some reason, rings a bell. But I definitely haven't listened to his podcast, podcast or book on he's got. Sometimes he does Friday side hustles or something, but he's got, uh, he's one of the big names in in podcasting. Never mind. And sometimes he gets guests on his side, Hassan Castle Fridays and talks on, and people talk about basically how they're making how you can make money being an affiliate. Yeah. So what about your affiliates? Can you off course, you cannot name them, but can you give some numbers off the best performing ones? You're gonna be disappointed in me. They are selling, But I can't. I can't give you accurate numbers again. I just I haven't had a look at it. I couldn't haven't dived into it. It's not something that we terribly focused on. A swell like, um on the partner program is relatively fresh as well. It's only been around for four or five months, I believe, since we left. Yeah, I'm sorry. I know he loves numbers, but yes, today Are there some numbers? 80 and I have missed. Um, I think most exciting numbers that we engage one in three, um, Internet users on a monthly basis. So one in three Internet users will come across the talk to Bridget or monthly basis. So that's the That's the type of reach the powered by talked to on the We just will direct them back to us. And that's how we get our brand out there and people saying the torture, like for the Web hosting for the Web hosting community. Of course, the gold standard is W H m sc yes, on order. Talk to its serviceable, serviceable prominent. So you've got established. There should be providing service. Let's see, There are a few questions from Victor. Are the agents hired? Paid by the clock. Once they sign, once they sign in, they are on Or does the only rate begin where, when they accept a chat request on by then the times spent is invoice to business. OK, good question. Yeah, there's the question again. A lot. So the agents, the cost is for the time spent monitoring and responding to chats. So if you scheduled the agent to be available eight hours a day and the cost is for the eight hours a day, regardless of how Maney chats that they have coming in Uh huh. Okay, Another question. I know that when I told Victor friend of mine, uh, when I told Victor about tawk.to he was sceptical. Is he going to be accepted as wait? Waiting is totally legal. Totally legal. But his paper was banned on like nobody wants to deal with. Well, with Web shops. What are what are the niches you work with and other some niches you would prefer? Not that Yeah way. Don't work with anything illegal. We're very cautious around three amount of scans that come out there. But from your perspective and your perspective, like you said, Baking is completely legal. There's no reason why we wouldn't work with Victor. Of course, then the question is, what are you doing in the company? Sells support. That's interesting because, you know, we still consider ourselves a startup. So in a startup you have to wear a number of different hats. Okay, I was I was recruited in in sales and to promote the hide agent service, etcetera. Um, but, you know, I do a couple of different roles and help out with the agents as well, but primarily are working customers successor helping, uh, customers get the most out of their live chat widget? We do. A free analysis called So Is Well, so if any of the people on tonight's live stream I want to set up, talk to and then want to make sure that they're getting the most out of their chat with you there, Welcome to reach out to May. We can hop on a zoom call or a phone call and walk you through some of the features that you may not be aware off. Or make sure that your triggers your automated messages is set up to engage as many people in the chat era set up you with Fiddler. So I went predominantly that customers success. Make sure that these users of talk to get the most out of the chat software and then make sure that our hide agent customers are seeing value in in that service and getting a return on investment. Is there a Is there a feature that you see that people are not using? Your customers are not using. For example, I am totally ignoring. Can canned responses can replies, Or How do you How do you call them? I with all my guts, I hate automated replies Andi. That just keeps holding me back and maybe you as a professional in your field, you see, Hey guys, if you do it, use this feature. It would really, really be beneficial for the business. You don't. It is because we believe in all that features. I think that's true. Tow them across the whole range like if you're not, we're using one of our features. Probably. We think it's a mistake because internally we use their own ticketing system. We use our own knowledge base. We used all the sponsors. We use everything that's available to us. Um, is there one I think can responses. I understand what you mean by that, but I think the value in the can respond is being able to respond on the go If you're the only person responding on your business So being able to download their mobile application and then take chats, uh, take chats well on your mobile phone and having a canned response so you don't have to sit there on the 20 keyboard makes it easier to respond as well. It's also really helpful as you begin to scare your team is well, so if you onboard someone next month one of your task, whatever requirements for them as they started to read the canned responses, and that you will find that response is most of the issues that customers have about us. And then you can also rest assure that if they go and start answering chaps as well that there is a higher chance that they're going to respond in a way that you would respond to those questions as well. Helmets. But I agree with you. And the mistake is just simply copying and pasting response without tweaking it and changing a little bit to help that conversational flow to make sure that it makes sense. So that is very important. But can response is a great I think people don't use triggers correctly. So there's a go quickly. Could you show me the sample, please? I would I would really, really love us seeing what you are talking. And these questions come from a user from not just some live chat host. I really wish to be more effective. Thank you. I've got a screen. I've got a friend in in Australia who owns the cabinetry because I'll share my screen or just sitting up there and I'll show you what I mean by the canned responses. So he has their agents responding one second before you start sharing the screen alien you all the time share screen. And then instead of choosing your entire screen, you would choose application window. Oh, good. Okay, Easier. Much easier. Is that better? Okay. Here we Here we are. Yes. Okay, So this is, uh, Mr Cabinets and you can see that the witch, it is completely customizable. Yes. And it really made a point to show that there's real humans 24 7 available. So in the trigger message that says, Welcome to Mr Cabinets, a proud sponsor of house rules, I take more available to answer any of your questions now. Yeah, about it. The logo to the to the through the message So you can customize that you could even your face on there a swell e I haven't done. I haven't put our log on it. It was just fantastic. Which personalized war. What? Engage that visitor into the chat. Um, in Terra. Yes. If we wait a couple of minutes, we'll come back to the screen. I'll show you that in a couple of minutes, another message will fire. Just reminding people that we are available to chat. So stop much screening on. I'll stop sharing my screen. No, When it says that it s so in our so in our case. In our case, this is what we have done. Eso In our case, we have a Let me go through this. Something with them. Uh, not a message. I have. I have customized the first silent page that that would be my suggestion as if if you are watching this video and you are trying to set up tawk.to and you are trying to understand what are the best best practices our issue? One of the large large issues Waas a person comes in. There is nobody to support him or our live chats. Separations show that they are online, but they have gone outside toe, have a cup of coffee or something, and there is no response in 11 or two minutes and the people just leave. And in this case, before people start having a chat, they have to feel in the basic information, especially the email address. And then we can follow up that that is a huge, huge huge. That was a huge problem for us before I deign that we realize that we can't follow up a person. A person cannot reset a password account, so so I can't password. He can't open support ticket, he says. Live chat, and he says, Hey, can you help me toe respect my passport on users on users do expect us to see their user names, but as talkto is not integrated fully with the system, so it doesn't pull in the details of a person. It is impossible. It is impossible on in. In cases like these, we just can't find a person. We understand that is a user of ours who has issues and quite often, people when they sign up for for hosting, they would sign up with Third Party says about the email overseas. And they just they just forget them or can't access them anymore. And they want to get in, continue using the hosting platform, and they just can't. And there is another way you could do it as well. So there is another future in talk to which is called a chat rescue trigger. So if someone on your message in chap, after a certain amount of time with generally for a minute, then the system will automatically send a message and that message may say thanks for your patients, we won't be too much longer. But if you can't wait, leave us your name and email address. We'll get back to you shortly via email so you can't do it with the pre chap form, or you can also set up in order message a jump. If you haven't responded after a certain amount of time, will will it work as well? If a person opens a ticket? Yes. Is that the case? So what person comes in? Opens a ticket on? Let us say I'm having a meeting with somebody. My life is on. My sound is off. I leave the sound notifications. Great, great teacher. When you have many screens in that you might want to have some notification or knowing that the incoming chat that is an incoming chat. The question. And if I'm not answering in 10 15 seconds, is it possible toe reply? Is it? Hey, please give me. Give me some time. I'll be back to you as fast as I can. Something like that? Absolutely. It's called the chat Rescue trigger so you could set up for 20 seconds on. Then we'll make response comes in. You can put your image on their your name down the bottom. You could say, Hey, I'm probably in a meeting or helping another customer shouldn't be too much longer, but leave me your name and email address. I'll get back to you shortly. Income model. That's fantastic. That will be done. You made after organization. That's good, yes, Anything else. But it's like any business that takes some tweaking, you might say initial message and then realize that one person didn't leave their email address. So make little changes or change your image or your name. And then you'll find that more people leave their message and constantly Iterating constantly improving on the responses because there is not one message that we just work for every business. Then you need to customize exactly to know what what sort of them, how your customers would like to be responded to. We had one customer in the UK who wasn't using wasn't using trigger messages at all was taking between five and 10 Chad's per month, I think on we hopped on a friend. Ellison's called with her. We removed her pre chat form. Let me just be honest here we say you get more chats without the pre chat form. We set up chat rescue triggers we set up to triggers pro, actively engaging. We changed the widget color, so it stood out a little bit more. She got 55 chats in one day. Lumbly. I'm very awesome. I was like she had a image on there. She really knew her customer. She knew they were senior people looking for travel to certain cottages, etcetera on it. It was incredible. The difference in late. So let me share my screen again. I'll show you that by by now. Have we still got, like, 10 minutes? Yes, as long as you need. Fantastic. I'll have a few other questions as well. And that will be one specific on technical side. Yes, My kids aren't screaming in the background, so we're good. You can see the second messages for idea. Hey, I noticed you're still browsing outside. You need help finding what you're looking for. Perhaps you'd like a free quote and it's sometimes that second well, it's sometimes a lot of the time. That second question that second trigger message is the one that will attract the visitor into the chat because they spend some time on the website as we all do. When we visit a website and something pops up, we naturally just close it straight away. Then the market gated the website. They have a questions of the trigger fires again, and that's when you engage them into the chat that's on the ants trigger and again for any of you uses. Deacon, reach out to our team. We offer 24 7 live chat on that website, and I can help them set it up. Or alternatively, you're welcome to reach out to me and we can hop on the call and I can help you set up that advanced trigger as well. That's that's great. Uh, can I ask you? Is it possible toe? Have notifications sent toe? What's up? Not yet the next. The next V development within talk to is to is to be able to integrate Messenger. What's up, etcetera? So that's what the taking one quite diligently right now. I can't your timeframe. I'm hoping within the next few months, maybe early 2000 and 21 will be able Thio. You'll be able to integrate your message in. Our goal is to make talk to the software that you use to communicate with all your customers so you'll be able to send SMS is you'll be able to make phone calls from the dashboard. What's up, Facebook. Twitter. All your communication with your customers will come into the one dashboard and then you'll be able to assign those communications to particular contacts or your customer. Well, Oh, you just reminded me about the Facebook. So that was That was actually the third live chat system. I was I was I was testing on. I was quite happy with it. So simple. But Facebook in the integrated Facebook messenger was was quite good as well. Now, another technical question. Um, the influence on the loading speeds mhm less than 0.1 its military. Mhm. Things have worked so hard on this. Um, make sure that talk to has very little effect on the load speed of your website. In fact, to be none, you wouldn't be able to do detective whatsoever. Um, And if you're curious about that, have a chat with that team because I can. I'm sure they've got the results of the status where they've not talk too rigid on the website and had talked to Richard on the website. Andi, control the difference. We are. Let me let me see. So I just did a fresh, fresh eso fresh a report. Let me see. Let me I will send it to you directly on. Then I'll close it publicly. You can all have a look. And by the way, host Maria is So we we took it away from We removed it from our dedicated server. And we put it on our cloud. That is £1.99 a month includes everything like 98% of the world masters would want Just could host hostmaria.com Unlimited domains unlimited free as sell certificates. Unlimited emails that there is one condition. Be good. Be good on Lee. Good websites are allowed if you break the law. If you If you ignore the M c. A s, that's it. You're accountable. Be removed immediately So And over here, once we go, we would go. So this is the test. I just just ran just right now you can on you would you would go to voter fall Onda Let us see how they look and yeah, on this issue has been there since they want a little It does influence. It does influence the loading speeds. Sure I did. I did notice one thing I loved in the very beginning As you said that once you start once you start changing changing the, uh, the imaging side off the live chat widget. I really loved them with their There was a guy with coffee, uh, off the guy and just and heat and and that and that design it did. It did make people quick, quick, more on him. So for But there were some issues with that picture. I was playing with loading speeds and and I realized that if I put up an image, it does take for tawk.to load slightly, slightly longer. E think it is. Look SRE insulating it. Is that so? That's okay. If the full loading speed is that two seconds, that's absolutely fine. That's absolutely fine. Not really for the hosting company. But if it is two seconds best fine for a person from UK. But if we have a person who tries to connect from for us from Hanoi, from Vietnam or from New Mexico or from Alberta, Canada mhm, then those loading speeds would be even higher. And then all the all the glitches like that. Well, Obama, I'm, uh if you would send me that report, I'd love to send it through to the developers because my understanding is that the way that the code loads, it has no impact at all because it calls out preserver and loads that talk too rigid, completely separate to your website. So your website loads and talk to rigid loads separately. Eso I'd love to sort of share that with developers and see if they've got any advice, or be able to tell you exactly what you can tweak what you can change or if there's something wrong. And before that, I have to say other live chat. Well, our live chat witches load longer, longer Let's make it clear my experience. Actually, the reason why I stopped using is open. They started having issues with loading off their life chatter. Bridget on That was unbearable. That was available. And then they were both who are way living there. Now we wanna click on the website. We wanted to load immediately. Absolutely everything. Seconds of precious in their day to day lives. Absolutely. So if there are any other questions, then we could ask the question Oh, here we go. Certainly more about see Iran, Please e. I would have a CRM system within Talk to very shortly where you'll be able to assign contact your customers, you'll be able to view your customers and any previous conversations you've had with them emails that have been sent. You'll be able to assign tasks that sign notes two particular customers. And then the next stage after that is to be able to set up some marketing automation there as well, and be able to set up certain events that will trigger an email or message out to your your customers. Be able to segment them into cohort so the team is working on that CRM and a synchronous messaging. So you are saying that every person that comes in mhm uses the live chat, Correct. All the details will be fooled into one database, correct, and later on, you could do email marketing with those people. Iran's email overseas and you end goal will be able to do that. The first step will be able to set up a CRM system within tawk.to, so you'll be able to have all your contacts. You'll be able to sign context to particular businesses, a swell, and then you'll be able to see any sort of communication that you've had with them and look at the complete journey that you've had with your customer, like six months ago. Next down in the live chat two weeks ago, they sent me an email, etcetera, and be able to have that all their assigned task to a particular contact. Um, note. Interrupt on this will be able to share within your dashboard. So if you have other agents as well, you'll be able to share that with other agents that are associated with talk. Okay, that that's interesting. Although I prefer not to share my customers details with anybody, I want to keep them as What is it with what is possible, of course. But if you had two or three people working in your business who were agents on your within your staff board, you'll be able to share with them, not with anyone outside of your organization within your business. Yes, E. Especially island in the country list off. It is way. It's definitely that, um, it might be human. Another question. I they tweet out to you guys and they'd ask, Is it possible toe to track the up time? All the innovations? No, not yet. Bye. So there's no reporting, which will let you know how long an agent waas online or offline. Okay, yes, That that would be. That would be a good feature just to follow up the Asians. As I said I was I was planning for me. The first one was to get 66 customers support agents to be able to support customer support 24 7 Monday to Friday on, but stopped short. Really short. Yes, on. And then it would be really good to see when where they online. Oh, well and and whatnot. Okay. Who here? We go completely. GDP are compliant up to date with gpr compliance. We're here to allow the all the policies. And if you visit our website, it's got GDP. GDP are once on that website as well. Okay, so a person comes in and he says, Look, I've had chat with you with with you for five times at least. And could you please remove delete all my previous chats on all my details? I p addresses email addresses, everything. Yeah. How can it be them just go in and deleted all the messages that moves it into a I junk photo and then just clear out your junk photo. Same thing with the context. You go in the late your contacts and then the last kid. You want a permanent later, and you can play them. Thank you, Adrian. Thank you. And as for me, I would say Go. Go and use and do use, uh, tawk.to live chat solution. Wait at host Maria and a few other websites of mine Personal websites, hobby sites we use it on. It is amazing. It is absolutely amazing. One thing for me when you see your existing customers or friends just mark them. Marty's accounts renamed them, for example. I have named my my account. So helmets, home helmets office and then the other guys from from sitting doing black child support there now. Okay. Helmets is on that. He's he's shaking the website on. There are so many features in hands. Okay. Not insulting talked. Zopim was great as well. Have toe on. Right on the very, very last question. What would you say as a marketing specialist toe all small or toe any small or medium business owners? Well, I'm not a marketing specialist, but I'll give you my opinion. My advice anyway, before I'm joined. Talk to I used to do sales, um, face to face sales. Uh, it was door to door. It was business to business. It was hard core sales, I would say. And there was then and underlying correlation between our best performers in our sales team and the amount of people that they approached all the amount of people that they had conversations with eso being there being available for your customers in the in the channel, for their choice is really I think the best advice I can give for any business. If you're open longer, you have more chance of collecting more customers and businesses that are open for a very short amount of times. And if your customers find it easy to communicate with you that they can get their questions answered, you're going to get a lot more success. You will number one. You will learn a lot more about your business, your product, your service. Absolutely. By communicating with your customers and you got to give them those means to communicate with you and then being available to me, the creative to success we used to feed in sales all the time. People think they would naturally gifted sales machines. And they were, in some respect, that there was also a very strong correlation between the number of contacts, a number of conversations they had and their sales from them as well. Fantastic. Thank you, Adrian. Thank you. And the best way to contact you. Email Adrian@tawk.to. Can chat with me. Talked to ford slash. Adrienne, you can set up your own profile pages and talk to us well, and you are welcome to share my link helmets with everyone to schedule a call on bond. Hop on a call and we can go through a free analysis to make sure that your life chat widget is set up correctly. Awesome. Or just just go tawk.to directly on, pick up a tree and say, Hey, I saw you in HostMaria and really enjoyed it. Thank you. Bye bye. Okay,