Why I Just Switched To Livefyre

Jenna LangerI have been using the commenting system Disqus for a few years now. I absolutely love it – clean interface, great spam blocking, easy to keep up with the conversation (via email alerts), avatar integration, a slick interface. Overall, it’s a killer blog commenting system.

So, why did I just switch to Livefyre?

Jenna Langer (see picture to the right).

At this point, you may be thinking, “Wait. Wait. One person, this Jenna woman, is the reason you are moving from a commenting system that you just gushed about above to … Livefyre? Huh?”

Allow me to explain.

The (Short) Backstory

Last night I was flying back to the 801 after 29 hours in Chicago, taking advantage of GoGo Wifi. Don’t ask why, but I had blog commenting systems on my mind. I tweeted the following:

LiveFyre vs. Disqus. Go!

Within minutes (maybe seconds), the following replies came back (read from bottom to top):

Twitter Conversation

To be clear, Michael does not work for Disqus or Livefyre. He’s actually the Director of Digital Marketing for Honora Pearls. Jenna Langer, on the other hand, does work for Livefyre. In fact, if you read Jenna’s “about”, you’ll learn that she was the “second employee building the Livefyre community from the ground up.” According to the Livefyre Team page, Jenna, “is the perfect example of ‘hire your fans.'” I just love this.

How Jenna Converted Me To A Livefyre Fan and User

Let’s look at the first two replies from Jenna again (above). The first one – to Michael and me – was a clear, direct, yet professional clarification to a misconception about Livefyre’s email notifications. She included a link. She was not pushy. She was not defensive. She was honest. Human. The next comment – albeit a bit more salesy – was also clear, direct, professional, helpful and human.

It’s important to note that Jenna replied within minutes – on a Monday night, after “traditional” business hours. As a former Director of Community, I cannot stress how critical this is. As my friends Amber Naslund and Jay Baer discuss about in their book, The Now Revolution (non-affiliate link), “Business today is about near-instantaneous response.” Being quick matters.

But, Jenna’s prompt response was not what sold me on Livefyre. Don’t get me wrong, it helped nudge me a bit. Instead it was the 10+ minutes of back and forth with Jenna that followed. (Note: The conversation reads from bottom to top).

Twitter Conversation - DJ Waldow and Jenna Langer(click here to enlarge in a new tab/window).

Do you notice anything about this conversation? What stands out to you? Quick! Don’t think. React. What do you see?

(Okay, I’ll tell you.)

The focus of the conversation quickly moved from “the sale” (Livefyre) to a personal, human one. What do I mean? Look at Jenna’s tweet at 7:50PM (2nd from bottom). She linked to a blog post that I wrote recently & told me how much she loved it. Okay, that’s easy if she clicks on my bio, goes to my blog, skims a bit and boom. But…that blog post was not the most recent one. It was a few down on the page. Also, she didn’t just say “great post” but instead added some commentary. Brilliant. Human connection.

As you can see from the rest of the conversation, Jenna and I went back and forth on other personal stuff. I even connected her with the Marketing folks (& my good friends) at Park City Mountain ResortEric Hoffman and Krista Parry. Looks like Jenna may be making a “business trip” out to the 801/435 this winter.

5 Takeaways For Social Businesses

A few takeaways for companies as they consider how to best leverage social media to win fans and evangelists and new clients/customers:

  1. Speed matters: Jenna replied within minutes of my original tweet.
  2. Human wins: Jenna spoke to me (through Twitter) like a human being.
  3. Personal connections are important : Jenna did a bit of research on me. Nothing crazy. She went to my blog and read a post that resonated with her. She then replied about why she loved it.
  4. Connections are critical: The last part of the conversation is equally important. Because Jenna shared with me her love for snowboarding, I immediately thought of my friends Krista and Eric at PCMR. I connected them via Twitter. Krista and Eric (of course) replied back, quickly too. This “pay it forward” connection helps grow the relationship.
  5. Passion shows: While she never said this outright, I’m pretty sure that Jenna loves Livefrye – the company, the people, the product. Her passion bleeds from her bio, her personal blog, & her tweets.

Livefyre is lucky to have a Head of Community and Operations like Jenna. I’m looking forward to her trip to Salt Lake City this winter to bear hug her in person.

Side note: I just noticed after the install is that most commenters do not have an avatar. I wonder, do they need a Livefyre account in order for their profile picture to display? No gravatar (or other) integration? Am I missing something?

*One more thing: If you are wondering about what next for me career-wise, aka #ProjectAwesome, stay tuned (soon, very soon) for an announcement!*

DJ Waldow
@djwaldow

56 comments
Test
Test

Glad to see you still use it. 


Its a wonderful system. 

rellinge
rellinge

i just ran across livefyre and was trying to understand how it's different.  this was an interesting and useful take.  thanks.

itrush07
itrush07

Looking for new commenting system to replace my old system.. hope to see some light on livefyre..

IT Project Manager
IT Project Manager

I like livefyre for it's live commenting system. I used to be use default WordPress commenting system but after awhile I switched to livefyre.

dude18
dude18

livefyre is really amazing and it does't harm site reputation and people also don't get backlinks .

James
James

livefyre is nice

egoBoom
egoBoom

I am just testing out the livefyre system. Interesting to see the debate.

TN Board HSC Results
TN Board HSC Results

Its Nice to see that socialButterflyguy is embedded with the livefyre. 

Sweet Feet
Sweet Feet

Good post. Livefyres ok but it does take ages to get your profile indexed into Google. Not sure if that's Livefyres fault or Googles, but it certainly takes a lot longer then other platforms.

hivehealthmedia
hivehealthmedia

I've tried a few of the comment systems like Livefyre and Disqus, but went back to using plain old WordPress comments since there isn't much discussion on my sites anyway.

Latest blog post: Healthy Diet = Healthy IQ

richamor
richamor

I love more ComLuv, actually :D

Peoria
Peoria

Makes me want to switch to Livefyre as well.. as of now in still on intensedebate

 

 

stephan
stephan

i think is a best systems, i need to test them.

lawyer
lawyer

Livefyre is one of the most and best commenting system.

Bruno
Bruno

Always good to see a healthy debate

Nathan Vu
Nathan Vu

Why is my backlink kept on linking back to livefyre.

djwaldow
djwaldow

@rishonan Fair enough. I just REALLY dig their kick ass customer service. Also, Livefyre just *feels* more social to me.

djwaldow
djwaldow

@3dmodelsart Why thank you!

rishonan
rishonan

I've spent the morning reading several posts on Livefyre vs. Disqus. They are interesting...but I see no real reason to switch and stop using Disqus (not yet anyway). But I would like to follow the progress of LiveFyre and see where it goes (more than likely, they will prompt Disqus to add some more features to their commenting system).

3dmodelsart
3dmodelsart

Livefyre is a great project, managed by a professional team. I'm using it from the beggining and can't say anything bad about it. So you made a good decission DJ with switching to it ;)

Latest blog post: 3D Software

Ana Hoffman
Ana Hoffman

I think you are missing a big point here, DJ.

Your readers don't really care about your conversations with Jenna - really.

When they leave a comment on your blog, they'd like to get some benefit from it; mainly, a backlink to their blog that brands THEM, not LiveFyre.

Personally, I don't bother commenting on LiveFyre blogs for that reason.

b.nijhoff
b.nijhoff

Very good post. I really like the reasons why you just moved to LiveFyre and that even makes me wanna go to LiveFyre comment system. Thanks for this post.

Latest blog post: Face to Face Conference

troynalls
troynalls

Very next post! I feel smarter. Thanks for doing the grunt work for the rest of us!

sideofsneakers
sideofsneakers

Just looking at the actual discussion you have going on in your comments says a lot!

You were picking between Disqus & livefyre- is there something you don't like about the native thesis/wp comment system?

teolisitza2
teolisitza2

Jenna is the bomb-diggity and we're all glad to have her rocking it for Livefyre!

jkretch
jkretch moderator

We're a lucky bunch to have @jennalanger at the helm of our community here at Livefyre. There's one thing that I think you missed in your list of takeaways, it's related to your point about passion. Great community support starts with caring. Not just caring because it's your job and you have to, but caring because you truly love the people in your community, and live for making them happy.

Since the day she started, Jenna has cared deeply about, and formed meaningful relationships with almost every blogger and commenter who uses Livefyre. No short order now that we're used on over 12,000 sites. But even when we're on 100,000, you can count on Jenna being here for you and your community. Livefyre wouldn't be the same without her!

Jordan - CEO, Livefyre

MSchechter
MSchechter

I've always been a big fan of Livefyre's customer service and last night's exchange is a perfect example of why! @jennalanger and the team take their product seriously. A while back, I was having trouble posting to multiple users and they could not have jumped into action faster. Once they get email response up and running (something that Jenna is apparently pulling for herself), I would abandon disqus in a heart beat. Especially now that they have better controls on email notifications which was my only real challenge with the product (Especially when posting sites like Spin Sucks... gets nutty!). I just count on my subway time to respond to comments these, which is the main reason that I hold on to disqus.

CoryHuff
CoryHuff

@jennalangerdjwaldow Not aware of any public SoMe conferences in Utah. I miss Utah like that awkward uncle - you know you have to visit, and sometimes its fun, but really, you could let it lie for a few years.

jennalanger
jennalanger

@CoryHuffdjwaldow Does Utah have any social media conferences? If not, we should totally start one. Cory Do you miss Utah while you're in Portland?

CoryHuff
CoryHuff

@jennalangerjkretch I'm from Utah as well. Perhaps we should all descend on my home state in a social media flurry and take up all of the bandwidth on the mountain, talking about how we're not skiing.

jennalanger
jennalanger moderator

I'm not going to lie, last night was one of the best twitter conversations I've had in a while. This is the best part about my job - connecting with wonderful individuals like yourself, discovering new content, and building relationships. Community management is a tough job that doesn't stop (unless the Internet goes down, which I will admit I sometimes wish). But in the end, it's moments like these that bring a huge smile to my face and help me remember I'm doing much more than informing people about a commenting system. I'm making friends and learning from people that are passionate about what they do. Doesn't get any better than that.

Thank you so much for writing this post; it made my day and it's only 8am! Now maybe we can convince @jkretch to send me to Utah when the winter rolls around and we'll meet in person :)