The Best Conversation I've Ever Had While Running My Company's Live Chat

Miles Bergstrom
Miles Bergstrom

Updated:

Published:

live_chat_snapengageAlmost 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:

MilesYes. 

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: Plo-Koon

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: what

Visitor: Miles

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: hmm

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: waaaaaaaaaaaaaat

Visitor: huh

Miles: Yep. 

Visitor: apparently you are correct

Visitor: http://starwars.wikia.com/wiki/Chosen_One

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

Chat_Award

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: aw 

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.

twitter for business ebook

We're committed to your privacy. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. You may unsubscribe from these communications at any time. For more information, check out our Privacy Policy.

Outline your company's marketing strategy in one simple, coherent plan.