In this episode of Prospecting Pros, host John Karsant chats with Terry Wilson, co-founder of Chat Metrics, an Australia-based live chat service. Terry shares how he found out about the power of live chat when his wife’s skin clinic saw appointments jump from 2-3 weekly to 3-4 daily after implementing it.
What started as a simple message-collecting service has evolved into what Terry calls “online salespeople” – real humans who qualify leads and book meetings directly into clients’ calendars. Terry shares that while AI chatbots have increased rapidly, they often deliver poor experiences, with up to 33% of users asking if they’re speaking to a bot.
He explains that even small design choices matter – changing from a chat bar to a bubble icon dropped engagement by a third for some clients. Terry believes nothing beats actual conversation whether through phone calls or live chat.
