Battlefield Sports
An Australian laser tag manufacturer stopped taking 2am sales calls and exported to the US through chat instead.
Who they are
Battlefield Sports started in the 1990s with a $1,000 equipment investment and the bet that outdoor laser tag could be a real business. Co-founder Nicole Lander helped build it into the first company to commercialize the format and now sells gear to operators around the world. The website went live in 1999, well ahead of most of the niche.
What they were dealing with
The business is in Brisbane. The customers, increasingly, were not. International buyers — particularly in the US — were calling at 2am Australian time to ask about kit, and the only way to be responsive was to get out of bed. That worked at small scale and stopped working as the international side grew.
The tawk.to chat people are real people and they can actually answer questions in real time in the California business hours and I don't have to get up at 2 o'clock in the morning anymore.
How tawk.to helped
Battlefield Sports added tawk.to live chat with agents covering California business hours, plus a knowledge base for the questions that come up over and over. International buyers now reach a real person in their own timezone instead of pulling Nicole and the team out of bed.
What changed
The phone stopped ringing in the middle of the night. Leads still get answered in real time during US hours, the knowledge base catches the rest, and the company has built out USA export sales without the founders losing their sleep schedule in the process.
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