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 …
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.
Originally published Aug 15, 2014 12:00:00 PM, updated June 10 2021