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Converting Questions to Leads: The Power of Human Chat with Ted DeBettencourt
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- [00:01]
Matt Bertram
Howdy, Matt Bertram here. I have a podcast for you today that before we get into it, I just wanted to kind of tee up a few things that maybe we missed in the conversation that we had a great post conversation about and also let you know that this was a long time listener that works in the chatbot space and I was really asking more questions to kind of process it live. It maybe turned into a little bit of a debate. I think it ended really nicely and we had a lot of positive conversation after the fact. We all know AI is coming and we are starting to leverage a lot of AI. I think that, you know, AI is never going to replace humans and I think that there's a lot of great value in this podcast. Some of the things I want to highlight is if you're going to be using a live chat service, one of the key components to look for is, is 1,000 visitors a month or $2,000 in spend. So that kind of equates to the same and then an LTV lifetime value of the customer of about 1000 bucks. So if the lifetime value is about 1000 bucks and you have a thousand visitors to your site and you're spending $2,000 a month, a chatbot is a great candidate for you. One of the things that we also talked about in the podcast because as you know, I've been a heavy proponent of SEO. What I'm seeing in the data now is more of a broader marketing funnel. He would rather have a hot lead that comes in through PPC and he believes they perform a lot better. And if you were a little birdie on the wall, you would like, if you like this podcast, you would really like the debate where, you know, he was talking about an organic visitor versus a paid visitor. I think what he was talking about was the paid visitor is searching for a specific keyword, right? And they click on that ad based upon, well, the meta description would be the equivalent of the ad to the landing page to the website. I believe that a high quality SEO lead that you're ranking for the right quality keywords will give you equal to or better type of client. And I've seen that with a lot of our clients. The feedback that I've gotten is SEO produces a higher quality lead than paid ads. And so if you're comparing organic to paid, it's like apples to oranges. But if you're comparing high growth organic to paid, I haven't done that study, or I know people have. If you've done that study, please reach out to me and let Me know more. I hope you all enjoy the podcast.
- [02:52]
Ted D. Betancourt
This is the Unknown Secrets of Internet Marketing, your insider guide to the strategies top marketers use to crush the competition. Ready to unlock your business full potential? Let's get started.
- [03:08]
Matt Bertram
Howdy. Welcome back to another fun filled episode of the Unknown Secrets in Internet Marketing. My name is Matt Bertram. I wanted to start the conversation by talking about some of the new updates with Google. Okay. I know that human interaction is important. We're going to talk about chatbots, everyone. We're going to talk about, well, chatbots versus human interaction and why connecting with somebody early on is so important. So decided to bring Ted D. Betancourt on, who has juvo leads, who actually runs a human powered chatbot service across multiple mediums and wanted him to talk about kind of what he's seen in the space. So, Ted, thanks for coming on.
- [03:50]
Ted D. Betancourt
Yeah, Matt, thanks for having me on. Pleasure to be here.
- [03:52]
Matt Bertram
Yeah. So what's most topical to you of kind of like all the new changes in the space because everything's moving so quickly?
- [03:59]
Ted D. Betancourt
Sure. Well, I love the chatbot space because we don't do chatbots, we do chat. Buts our motto is butts in the seat, not bots in the cloud. So as more AI comes out and there's more AI solutions out there, I love it because right now none of them are as effective in humans as being able to convert a website visitor into a lead. There's a lot of solutions out there and for the clientele that we serve, we can outperform the best of them, but by capturing at least 200% more leads. And we know this because we're doing probably like right now with about 30 to 40 A B split tests, testing against ourselves different tags and different ways we open chats versus testing the competitors. And right now, the human, the AI powered chat, you can tell it's a robot pretty quick, whereas when you're chatting with us, you can tell it's a human pretty quick. And that human connection really brings a meaningful difference in the amount of leads able to capture for our clients.
- [04:53]
Matt Bertram
So how did you, how did you get into this space? Like, I just want to know what, what kind of drives you.
- [04:58]
Ted D. Betancourt
Sure. Well, I was a digital marketer. I ran an SEO PPC shop in Boston. Did it for about eight, nine years. Had a fairly good stable base of clients. And then I started using the different chat products in the market. The AI chat, this was before AI, but the, you know, the, the bots, they're really just if then statements. The bots, the Human powered ones and the self answering ones. And when I use the ones that had other people answering it and you know, they were 24, 7, 365. I really liked it because they got my clients a lot more leads. At the time I was working with a lot of law firms, home service businesses, elective medicine, think, you know, cosmetic dermatology, stuff like that. Dentists and then retirement homes. So those were kind of the verticals I was serving. And I really liked what they were doing for chat, but I didn't like how they were answering some of the chats. So I was using all the ones that were on the market at the time. And some of them, most of them are still around. And I kept saying, hey guys, can you make some changes to the scripts? Like say things a little bit differently, use the language I'm giving you. They said, sure, Ted, we'll make those changes. And lo and behold, they didn't. So I got kind of frustrated and kept saying, come on guys, you got to make this change. Because my clients were yelling at me like, like, Ted, they're saying the wrong things. Like, I know you like it, but come on. And the numbers were good, but you know, I was getting enough heat from my clients. So I said, all right, forget this, I'm going to fire them and answer chats myself. And I realized when I did it myself, I get my businesses a lot more leads. So it started as me answering chats for 10 businesses in Boston has now turned into us as a company answering chats for about 1100 businesses around the country.
- [06:33]
Matt Bertram
Okay, wow, impressive. So when people are talking, let's back up, okay, let's back all the way up to one of the big kind of data points that I see is you have to hit people when they're in the mode to buy, right? Like, and if, if, you know, they fill out information, okay, you try to get them on a meeting or whatever, but until they're ready to come back into that buy cycle, they're. They're not a prospect, right? They're doing other stuff. They're here or there. And what it does is it lengthens the sales cycle, right, to close the deal. If you can get somebody early on and you can move them further down your sales funnel. So can you speak to that kind of concept specifically of how you view it?
- [07:24]
Ted D. Betancourt
Well, I'll tell you, we don't serve every vertical. We don't touch B2B. If you're a B2B business, human powered chat, like a service that you're hiring somebody Else for might not be a great fit. Here's why. People come to a B2B website and they say, tell me about, you know, they come to your site, Matt. Tell me about how you do SEO and why PPC or you know, why I should do LSA ads or something like that. We'd say, that's a great question for Matt. I'd love to set you up at the time to talk to them. They say, no, I just want my answer to answered my, my question answered now. So we don't serve every vertical. We're very big in the legal space, the home services, retirement homes, and what's the last one? Elective medicine. That's kind of the verticals we serve. So I don't really know much outside of that. When we try B2B, it's hit or miss. So on the verticals that we serve, what we find is it's not. People come to the site and saying, hey, I want to be a. I want to get a free consultation. I want to set up an appointment. I want to learn about moving in as people coming to the website and saying, hey, I have a question. I think your business might be able to help me solve it. Can I give you more information? You tell me the answer. So not all of our leads are starting off saying like, hey, I want to be a lead. They're starting off with a question. We're giving them a little bit of information, qualifying that person and then turning their information. Once we built a little bit of trust and rapport with them through having a community, having a person to person communication, then we're able to turn that into an actual lead for the business. And what we see is that when businesses put us on a website, they get at least 50% more leads. And we know this because we do a lot of AB testing. Half the traffic with chat, half the traffic without chat. After 30 days, we give everyone a free trial. After 30 days, we just sit down with the business owner. Did you get more leads? How many did you get last month? How many did you get this month? If the answer isn't yes, they walk away and they've paid $0.
- [09:06]
Matt Bertram
Okay, so have you done any a B testing against AI?
- [09:11]
Ted D. Betancourt
All the time.
- [09:13]
Matt Bertram
Okay. Can you share some of the results of kind of how you set up the study and then what you did and what the results were? Sure.
- [09:21]
Ted D. Betancourt
So there's not a lot of great AI in the market for what we're doing. Human powered chat for law firms, elective medicine, home retirement retirement homes and home services. The ones we have do. What we do is we do a split test. So how that works is someone comes to the website, half the time they see us, half the time they see the AI chat. After 30 days, we sit down with the client and look at the data. We say, who got you more leads? Who got you more cases? Jobs, move ins, appointments, and then anytime we don't win. I've never, I've never not beaten an AI chat by getting a business at least 200 more leads. Again, I'm not serving B2B. I know AI and like using like the drifts and the, in, what's the other one? The, the drifts and the versions of that is great for B2B.
- [10:06]
Matt Bertram
Yeah, yeah. So, so I, I can tell you, you know, if you build a library of information and someone asks a question, okay. And, and, and you get like a AI agent, a semi autonomous AI to answer that, if, if you've trained it, it can actually answer those questions pretty effectively. Now it can't say, it can't say SEO very well. Okay. But we actually have, if you call us, you know, you'll get to the right person. We can answer questions. It's all AI and it's learned and it's trained and there's a lot of services out there and you can use that. And you know, I think it's been pretty effective. And you know, certainly like, I like.
- [10:54]
Ted D. Betancourt
The fact that for sure, if you take, if you took all that and trained a person to do it, you'd have a much higher success rate. Because people don't like talking to AI yet if people still call the phone or chat, if they find out our most common question nowadays is, are you a robot? A real person? We say real, real person and they do that. When they, when we don't do a good job convincing them, they just get frustrated and leave. We've tried, we've looked into the phone answering side. We like it. But for our verticals where a lead, a case is worth, you know, thousands and thousands of dollars, saving a little bit of money using AI isn't worth it if you have 50% less leads.
- [11:31]
Matt Bertram
No, I, I, I certainly agree with you in certain skill sets or certain industries. Right. So certainly retirement communities, you know, people are a little unsure, have maybe like, no, I wouldn't say they're the Luddites, but like they're, they're, they're unsure about technology, they want to talk to a person. I, I think that some of the people outsourcing call answering services to overseas just Kind of, you know, without great training, people have their, their own impressions of that. I do agree with like lawyers or things like that. Depending on the case size, what it's going to be like. It depends what you're using it for. And I think there's a place for everything. I also think that there's, there's a way to escalate things and so like you have a decision tree of coming in, asking a question and so the voices in AI and again, like, I don't want to necessarily make this into a debate because I think that having ways to connect with people and answer their questions effectively is what it's about. And catching somebody in that buy cycle and certainly the reason that I wanted to connect with you is these things are becoming a reality. Let's talk about the Google. Let's talk about the Google Business profile update, right. Where now there's a chat function associated with that. And you know, it makes a lot of sense to be able to connect with the real person and get something moving is incredibly important today. Again, if you're catching that person that is in the bicycle and they're trying to make a decision, if you can't answer their question and move there. Again, going back to what you were saying though, on the training the person. Well, you know, people want to be able to answer their question and I can see on the B2B side. But again, if I think about, I think this through, you can upload into the library like a whole website. Okay. With the AI and anything that's on the website, if they've done a good job through their web development side of things, you can pull any of that information. So you have a large website, a hospital system, a retirement community, any of those that AI is going to be able to answer that question more than a human. Now the report of it is also not there when you're in chat unless it's voice activated. Like, I, I don't know, I'm trying to, I'm trying to discover this and.
- [14:02]
Ted D. Betancourt
And let me say it a different way. If you think of chat, if you have a complex subject. So a lot of our clients do, you know, let's say they're doing mass torts. So it's a law firm that helps people if they have some respiratory illness. I know Camp Lejeune was a big one for a while. So there's a lot of caveats to what makes for a good Camp Lejeune case will come to there and they want to find out if I have a case or not. When you use a robot to answer those, you can always get the right answer right or you know, you have a better job training that robot to know the different answers to questions because you've seen all the questions and you have it. Whereas you know, you can give upload thousands of FAQs whereas we don't have that ability to answer that many questions. So if you think about it like that, robots AI will do a better job there. If you're talking about the sales component which is converting a question into a lead right now humans significantly outperform AI when it gets to the point where the pendulum switches human shoot, we'll be the first ones on the AI trine. But right now what we see is when people are having conversations, they want to talk to a person and have an empathetic one on one conversation. Our data is suggest and you know why? We grew at least 100% for the past four years. What our data suggests is that by having real people and having empathetic conversations, we're not getting the oh, I just want to talk to a person like a lot of our AI counterparts get. So as of for now we're noticing and we're able to convert all a lot more leads from a website. Are we able to have the amount of in depth conversations and can we answer 500 FAQs like an AI can? Absolutely not. So I still love chat support with AI. I think you can do things that are incredible with it.
- [15:50]
Matt Bertram
Yeah, yeah, yeah, no, I can see that. I can see that. That's our big difference now. You know, the way I'm starting to kind of process it in my head is that, you know, when you look at ads on Google and you look at SEO, okay, only about 20% of people click on ads. If you do a study and ask even people, not a lot of people click on both. So they either skip the ads. And that's why Google tries to hide the way the ads look, right? They're always trying to change it up and, and people just keep skipping the ads but the ads has produced them like one of the largest companies in the world and like it's, it's the majority of all their revenue and, and so you know, ads are effective. I, I believe in getting in front of people and getting your advertising and your, your brand out there. But the more in depth stuff is, is answered through the, the research and the questions and stuff like that. And so I, I see that differential and I see specific industries, certain things working better than others, vice versa, like okay, you need A, you need a plumber, like immediately, right? Like there's a busted pipe or your air condition is out, it's in the summer, or like you need somebody right now, you're not going to do the research, right? So that if I take that kind of like 80, 20, I can, I can see that in, in the human side of things. And I would tell you I'm not going to say which one's the 80 and which one's 20, because I don't know. I don't have enough data like that. You're, you're the, you're the expert in that. But, but I do see in certain industries, specifically when you're dealing with, when you need to define what your target audience is, who you're targeting is audiences like the older generation want to talk to somebody. The younger generation, you know, depending on what you're selling, you don't want to talk to anybody. Like, you want to order pizza. Yeah. Like, you don't want to talk to anybody. Like, people, right? Like, so, like you're ordering food. Like, you're like, I don't want to talk to anybody. Like, I just want, I just want to get what I'm looking for. I want to get the. Answer my question. You know, we used to do like dish profiles, like, different type of people. Certain people like to check chat, you know. Now, you know, again, I do think that the, the curve is exponential because I, I can tell you from a sales standpoint, some of the trained AIs, right? So you're, you're training them not just like, kind of like what, what the base feed is like, and, and also capturing the data like a Tesla car, right? So you're, you're capturing all the data of how to answer it, how to answer it better. I had a previous guest on, and we've actually implemented this on all our sales calls. How could we have done better? Like, how do we improve that? And then eventually, with enough data of how we want to process, it's going to learn that and it's going to be able to do that better. And I think it's going to be able to do it pretty quick. You know, so I think that there's definitely people, and I would fall into this category too, of like, I don't want to talk to a call center, not overseas necessarily. I want someone that understands what I'm talking about and what I'm saying and, and what I'm doing. You know, let, let's dig into the industries where you're seeing the biggest success and where you've grown the business the most. Let's talk about case studies in those areas because there's a lot of people from a lot of different industries that listen to this. They're trying to figure out how to make their digital marketing work. Um, and so I, I agree that you need to capture their information early, if you can engage them early, move them further down the sales process.
- [19:23]
Ted D. Betancourt
Do you, you do it? Do you build it? Sounds like I'm kind of conflicting with you. You sounds like you build AI bots for your clients, is that right?
- [19:30]
Matt Bertram
I have not ever built the AI bot for any of the clients. No, no, I'm not, I, I'm not in the AI bot space. That's something that I think it's cool technology for.
- [19:41]
Ted D. Betancourt
Sure.
- [19:42]
Matt Bertram
Yeah. No, that's why I'm asking. I mean, like, certainly having a live chat is, is a huge component to answer questions, but if it's to set up just a call and, and they're vetting somebody on how to do it. I have used a lot of different tools and I'm just sharing with you my experience of like, if you're asking qualifying questions, being empathetic, like, you know, you're answering a few questions 80% of time, that works. I think that what you're doing can work extremely effective when you have the right target audience. So that's why I want to dive into what are those target audiences. And yes, the AI bot can upset people. Just like answering stuff overseas. Like, if people don't like that or they're not trained good, like they just bail or. Right. And, and I, I absolutely see that in, in a, in a decent sized segment. And so I, I want to tell you. Yes. That I agree with you in that. And so let's double down on that and go into those areas where you've grown the most and seen the biggest success. Like, let's maybe talk about some different specific case studies that, that you've done in, you know, the retirement community space or the law firms. Tell me about home services. I know it looks like you do digital agencies and local businesses. Like, can you talk about maybe each segment specifically what you've seen work? Well, sure.
- [21:11]
Ted D. Betancourt
So let me tell you about. Probably about 65% of our, maybe 75% of our clients are law firms. So we do consumer side law firms. And the biggest consumer side law firm in the digital marketing space is called personal injury. That means, you know, car accident lawyer, someone that's been those type of claims. So in that market, the personal injury space, the top 3,000 PI spaces in the market, 85% of them use a human powered chat. So it's, it's not. We don't have 85% of the PI market, I'm sad to say. But so it's not just us, there's a lot of companies doing what we're doing. So in those spaces they use human power chat. It costs more money to use people than AI and it frankly does. Like there's no way around it. It's just a robot versus, you know, the AI costs aren't that high. People costs are higher. You know, training a team, keep them updated on the chat scripts, the rules for each particular firm, that gets pretty complex. But why that industry in particular has adopted human powered chat is because they have a lot of good marketing people that measure the results. So for example, when we went live with a firm, say the name's firm name, out in Illinois P Law, what we did is they said, ted, I like the idea of chat. This is a guy named Joe Piletti. Ted, I like the idea of chat, but I don't think it's gonna get me more leads. I said, joe, what do you mean? He said, ted, I think you're gonna steal my phone calls. So what do you mean by that? He's like, well, if someone comes to my site and they would text or chat with you, they probably just would have called you. I'm like, oh, I see what you're saying. So you're thinking that you were not gonna get you more leads, we're just gonna take away your phone calls? He said, yeah, said, all right, well, let's test that hypothesis. So what we did for Joe, and we do it for literally every client we work with, is we give them a 30 day split. 30 day trial. So we, you typically just give them it free for 30 days and say how many leads you get before, how many leads you get after. But what we did for Joe is we split all his traffic into two groups. Group A had chat on, group B had chat off. We also can do call and form tracking. So we can really isolate chat as a variable. So we did that for. And I, you know, talk about this story a lot. We did that test for 30 days. And after the 30 day free trial, the group with chat on had 159 leads. The group with chat off had 103. So we're able to conclusively prove that because of chat and chat alone, we got them about, what's that, 55, 60% more total leads because of chat. I'm fuzzy on the numbers. I'm used to, you know, looking at a slide deck when I talk about this.
- [23:35]
Matt Bertram
No, no, that's, this is the kind of information that I'm looking for to, to understand like data driven marketing. I love that. Now I'm looking at your site right now. Does it have any kind of movement? Does it pop up or people are raising their hand and they're choosing to engage? Is that correct?
- [24:02]
Ted D. Betancourt
Good question. And really how you start chat varies. We have a million and a half configuration options that's best for that business. But what we found is the two main ways you do it. Either play a video of the business owner to start the conversation, build empathy, get the brand name for the business owner out there and then using that, start a conversation, short video, 10, 20 seconds, saying who you are, how you help your clients. And then from there Amy pops up or Sally or Steve or Jay and we have a real conversation with them. There's different pop outs and different layouts, configurations. We do, but we don't like to wait for the, we call it reactive chat. If you have a reactive chat, meaning someone has to click to start versus something happening. So either play a video or we pop up and say, hey, how can I help you today? By having that proactive talk, you're able to have a much higher chat start rate. And like anything, the, the more swings at the bat you get, the more home runs you hit.
- [24:56]
Matt Bertram
Yeah, I mean I, I can see like in the affiliate marketing space, you know, as, as we moved into that with like different kind of products and, and that we have a supplement company. And essentially what I can tell you is most people just start bidding on your own name. Right. And the conversion rate. And also a lot of agencies, the bigger agencies that kind of obscure what's going on and they're running, you know, one account managers running 80, you know, 100 something accounts. Like, I mean they're trying to hit certain metrics and they're making it look like a certain way. In my, and this has been my opinion, this is just my personal experience that I'm speaking to. When clients come to us and, and when we, you know, try to get access to the data, you know, certain things look really good. And, and so I can see how a law firm would say, hey, you're just, you're just swapping, you know, Robin, Peter, to pay Paul here. It's just a different format. I also, I would agree with you because different people like to engage different ways. Like I talked about that kind of Dis profile. You know, some people want to talk to somebody on the phone. Some people want to. The old school call the 1, 800 numbers, right? Like, that's kind of like some people want to watch a video. Some people want to chat. Like, I can tell you I don't text anymore. Like, I video chat. Or I, you know, do a, like a recorded video where I'm talking. Like, I don't like typing anymore. Like, I've just decided I don't like to do it. Like, will I do it? Sure, if that's the only option. But like, you're, you're trying to reduce friction, and I agree with you that no matter what you're doing, you're trying to hit somebody in, in the right sense, and you're trying to reduce that friction as, as quickly as you can. Okay, so I, I agree with you on, on law firms. Why do you think that. Why do you think that that happened that way? Right? Why do you. What, like what? You've. You have enough of these businesses. You've scaled it. You have good data. Why. Why is that chat bot working better than, like, I mean, a lot of people run the chat bots to. If they're a smaller business because you deal with local businesses, they'll just run it to themselves or someone marketing on their team. Like, what's the differential? If someone is going, hey, okay, I'm gonna weigh the AI chat bots. What's the comparison versus, like, in house?
- [27:24]
Ted D. Betancourt
Sure. Just can you. So what's the difference between an AI chat bot versus doing it in house?
- [27:30]
Matt Bertram
No, no, no. Like, so, so we, we don't need to go down the rabbit hole of like a live person versus the, the, the chat bot. Now I'm talking about, you know, if we're talking about law firms or we're talking about bigger companies, they, they might have somebody dedicated that's answering the phone. Why don't they have that person ask. Answering the, the chat bot as well? Or, or like, what are the scenarios where that would work?
- [27:55]
Ted D. Betancourt
Sure. So, and the analysis I said about the law firms, that's true for any big home service business as well. You know, I'm not talking about the pest control where, you know, you get a contract, it's maybe 300 bucks a year. But, you know, the roofing job, the plastic surgeon, the cosmetic dermatology, the retirement home. When a sale or lead is worth north of $1,000, the economics of human power chat pay off. And so why shouldn't they do it in house? Well, if they can do it in house. They should. There are a few in my space. There are a few businesses that do it in house. Morgan and Morgan, they, they have their own human powered chat team. The reason why most firms, even the ones that have, you know, 200 lawyers as opposed to 300, if you have 200 lawyers and you have 24, 7 coverage, so you can answer every chat in 12 seconds or less, then you should do it in house. The hard thing about chat is if a chat goes, if, if a chat comes in and my team waits 20 seconds to answer it, I've lost 40 of the chats. You have to answer chats in 12 seconds or less or you lose the chatter. So when that firm with 12 lawyers and four and five intake specialists say, hey, we're gonna do this ourselves, Sarah, Michael and Jim are going to answer chats 24 for us. During the day you tried. At night we say, okay, give it your best shot. If you don't like the results you're seeing, try us. So what happens is Mike takes a smoke break, Sarah goes on lunch, Julie's on on holiday.
- [29:22]
Matt Bertram
They're busy doing other stuff, they're busy running the business, they're doing other things. Someone needs to be dedicated to, to doing this exactly right.
- [29:30]
Ted D. Betancourt
And it's just that 12 seconds. The rule, when I tell people the 22nd rule, no one believes me. And then they start answering their chats and like they're like, oh, I can't believe I lost this chat. The amount of lost chats you get when you try to do it in house is astronomical. What we do is we literally grade and score every chat by how fast our team answers it. So our agents are hired, fired, promoted, demoted and bonused based on how well and how fast they answer chats. And it has to be fast or we get fired.
- [29:55]
Matt Bertram
I like that. So basically there's on one end doing it yourself, on the other end there's AI. You're operating in that, that middle certainly right now. Increasing the, the response rates. Right. Increases sales. Absolutely.
- [30:12]
Ted D. Betancourt
Speed delay, baby.
- [30:13]
Matt Bertram
Be able to understand the nuances where AI is going to get tripped up. You know, in house they may be able to answer it better or your team might not have all the information. But if they're not getting that person on the hook and not dedicated to that conversation, they're not going to answer it very well. So I, I, you know, I'm starting to think that, you know, AI support powered human is probably like the best route to go. Again, when you're talking about high powered or or leads that are worth a lot. Right? Yeah.
- [30:50]
Ted D. Betancourt
If you can, if you can find. A lot of the people in my space are trying to do the AI and then having a human take over. And that's what we're seeing a lot of a competition doing. We don't touch AI yet on that front yet because we're dedicated to our buts, not bots. And we know there are legal implications when you start getting personal information via AI that a lot of our clients don't want to deal with. So if you're getting personal health information from a chatbot, you're opening the door to legal implications. So you got to be careful in a lot of the verticals we're in. So, you know, law, law, elective medicine, retirement homes, that's sensitive information. Do we want to give that data to chat GPT? You know, I don't know.
- [31:31]
Matt Bertram
Yeah, I mean a lot of these companies are, are basically carving it off so where they can use the, they can use the code, but they're using it in house. And I think that that's a consideration. Can you speak any more to the, your money, your life kind of areas where, where that information sensitive and people need to be, you know, critically thinking or double thinking about how, how they approach that.
- [31:54]
Ted D. Betancourt
Right, so what, say that again.
- [31:58]
Matt Bertram
So what are, what are these legal implications like if someone's out there like trying to consider these things? Like, you know, they, they definitely don't need to be just a lot of these companies, I think it depends what they're doing. You got to look at their terms of service. But where that information is being fed to because there are a lot of these chatbots that are just bolt ons or AI agents of chat gbt and that information flows up. So like how, how comfortable are you with talking about like some of the specifics of the legal.
- [32:32]
Ted D. Betancourt
Well, I'm not a lawyer, I'm not going to. I have a law degree and I don't want to give legal advice. I know if we pretend to give legal advice, that opens up. Yeah, but I'll say this. There are law firms that are getting sued from using AI wrongfully. What it is basically right now are there are people that find out. So for example, one of the, one of the biggest firms in the world use an AI to write a brief and they didn't check it. The AI used a lot of fake cases that didn't exist because they call phantom answers. They gave a bunch of phantom answers. The, the person submitted that, the person that was for that firm found out. It was a small lawsuit, but they turned around and sued that law firm for using their information illegally. And now they're on the hook for a big settlement. So there are ramifications for using AI? I don't know much about it. I just know there are cases out there. I know it's something my competitors have to deal with, but honestly, in the human, in the chat space for sales, I haven't, I don't bump into it that much because the businesses that I deal with are the high that like a sale is worth a lot, case is worth a lot, move in. So they know that AI isn't there yet for their space. When it starts to be, it's going to become more. It's usually the smaller ticket items and the smaller websites that are looking for, you know, the next shiny thing are the ones that are playing with it. In the chat side. There's plenty of good use cases for AI, but I haven't seen a competitor come out and say, ted, we can get as many leads as you like. I haven't seen anything close yet.
- [33:58]
Matt Bertram
Yeah, no, I think, I think that there's some delicate areas for sure. And there's pause. People need to take pause to, to consider all those ramifications of, of how that's built out. I mean, is there anything else that you're kind of seeing in the future of live chat and trends that are coming up that you could speak to, or do you just kind of have a feeling that that's going to start happening?
- [34:22]
Ted D. Betancourt
Sure. I mean, it's already happening. It's just as it gets better, it'll become more and more. So what probably happened will be a hybrid approach, kind of the approach I talked about earlier, where it starts with AI, then moves to human and then eventually you just kick human out of there eventually, fully. But you know, we're on the cutting edge. We're paying attention to all the competitors because we want to see the minute someone can do it to the point where we're get a little bit scared, then we start adopting those practices ourselves. We haven't seen it. What we have seen is when everyone's talking about AI more, that means people are neglecting sms. So the better you can serve your clients through talking to them with the channel that they use their phone for the most. That's sms, the bigger advantage you'll have. So not only just answering the website chats, but being able to communicate with client via text, being able to answer them in the preferred method that their purse, that their prospect reached out to them. So we're just seeing it every year. The percent of our leads for our clients that come in from text, the text, you know, the phone is increasing. So the better we can, the better businesses like us can serve that vertical or that communication method, the better we'll all do.
- [35:26]
Matt Bertram
Yeah, no, I 100% agree that, you know, you need to connect the people immediately. You know, talking, connecting through the phone and SMS is, is there, you mentioned earlier, there's there, you know, somebody now has listened to this podcast and they're like, okay, I need a solution for this. Right? How should someone look for a service provider and then what are some common mistakes when they're trying to set the business that they might need to keep an eye out for?
- [36:02]
Ted D. Betancourt
If you're look for ones that we're not the only ones that give a 30 day free trial, you know, try it before you buy it. I get, you know, I get these calls from these, I get these emails from these companies that do like a voice call, outbound call service. You're on their website, you can't even hear the calls and you hear me like, well that's, you know, not there yet. It's kind of garbage. Try everyone before you buy it, make sure their goals are aligned with yours. From a pricing structure perspective, a flat rate price without knowing what you're going to get doesn't make sense. I always try to talk, there's a lot of companies that do per lead models and per qualified lead models. Talk to the vendor or the, you know, the provider to make sure it's a model that fits for your business that corresponds with your goals. If you're trying to get appointments, make sure you pay for per appointment, not just a flat rate model.
- [36:49]
Matt Bertram
Gotcha. All right, so you know, what would you say, you know, this is a newer space to a lot of people. This is something that people know that they need to be doing. They're starting to take that action. I mean, what, what in everything that you've learned because you're, you're in and out of it every day. What's one unknown secret of Internet marketing?
- [37:13]
Ted D. Betancourt
Talk to clients in the channel in which they want to talk to you. Don't force them into your preferred communication method just because it's easier for you. If clients want to text you, you text them back. Client wants to call you, you call them back. Client wants to email you, you email them back. Clients want to fill out a form, get back to them however they said they want to be contacted. Don't force prospects into communicating in a way that they're not comfortable with. Meet them where they are and then once you have their business, then you can start your sop, your standing operating procedure. But not before you've won their trust.
- [37:44]
Matt Bertram
I love that. So, Ted, if somebody wants to find out more about human, engage human powered chats and get a free trial because I think that's awesome. How do they get in touch with you? What's your preferred method of them reaching out to you? Get on your website and chat. Yeah, that's exactly right.
- [38:04]
Ted D. Betancourt
Go to Jubileads.com go to the website, start a conversation and see if you like what you see. And the main reason businesses use us because they want at least 50% more leads. We give you the 50% more lead guarantee. If we work with you, you don't get 50% more leads. You walk away and you spend $0.
- [38:21]
Matt Bertram
Hey everyone, you can't, you can't beat that. So I would encourage you to go check it out. Go check out what Ted's doing. If you're looking to build some strategy with your overall marketing funnel, if you're willing to grow your business with the largest, most powerful tool on the planet, the Internet, reach out to EWR Digital for more revenue in your business. We work with all kinds of vendors and vendors like Ted all the time. Until the next time, My name is Matt Bertram. Bye bye for now.