Inbound Chat Best Practices
In this guide, learn how to tackle inbound chats, transition to a meeting and handle tough conversations.
Looking to build pipeline and crush your goals as a sales rep? Sick of being ghosted by Qualified leads? Today’s buyers expect instant responses and to convert leads, you’ll want to provide that real-time experience. By getting to the hottest leads as soon as possible and never taking your foot off the gas, you’ll get more leads and more meetings, faster.
Think about the last time your flight was delayed or cancelled. Perhaps you were trying to get to a wedding or had time-sensitive plans. Imagine you called the airline, gave your confirmation number and they told you they’d get back to you in 48-hours. You’d likely feel frustrated and annoyed since you want information now and time is of the essence.
The same can be said for visitors to your company’s website. They want to speak with you and have likely already engaged with a chatbot and provided their information. They’re waiting and want an instant response from a sales rep -- about pricing, features, demo availability or something more.
An inbound chat is like a phone call. If you don’t pick up quickly, the visitor will assume no one is there and bounce. Bummer, that could have been your next $1M deal.
If you were calling a company, how long would you wait before hanging up? 3 rings? 5 rings? Research shows you only have 10 seconds before a lead loses interest.
As a sales rep, when someone requests Inbound Chat, you should drop everything and respond immediately.
If you don’t have Voice, Slack or Microsoft Teams alerts configured, work with your Qualified team to configure it ASAP. We want everyone to know that a visitor is waiting for inbound chat.
What should I say?
Always think about the experience of your website visitors. Maybe you pick up ASAP, but it takes 30 seconds for you to type your message.
Have 3-5 introductory shortcuts you use to welcome a visitor and introduce yourself. Always end your message with a question so the visitor feels compelled to respond with an answer.
How do I keep it going?
Just like you’re a real person and not a chatbot, the website visitor is likely a real person and has all sorts of questions you can’t be prepared for. How do you answer and keep the conversation going? A few tips:
- Use Type-ahead to read their minds...
- Answer a question directly
- Ask a follow up question
- Think about what they’re getting at
- Hook them in and bridge…
Bridging to your qualification questions while keeping a visitor engaged is a bit like reeling a fish in after that initial bite! You must bring the buyer along with you, give and take and establish rapport along the way. As you keep asking questions, be prepared for the buyer to take you off-road, that’s the way conversations happen!
The Tough Conversations
With so much website traffic, you’re likely to encounter a difficult scenario. Two potential scenarios could be the unhappy customer or the annoying/spammy visitor.
- Ooze warmth: Position yourself as friendly and here to help, right away.
- Quickly help them out: “I’m so sorry that you’ve had a poor experience. Let me connect you to your Account Manager who can help you. What email address works best for you?”
Annoying or Spam Visitor?
- Keep your cool: Remember that you represent your brand. Keep it professional.
- Keep it short: “Unfortunately I can’t help you with that. Thank you for your interest in Company.”
How do I get them to book a meeting?
Whether your conversation runs its length, or if you’re worried the buyer needs to leave for something else, make sure you close the loop and book the next steps. Offer up a meeting booker so they can schedule a session for a time that works for them.
Still Have Questions?
If you have any questions, feel free to chat with us using the Qualified app on this page or reach out to the Qualified technical support team.
Best Practices Masterclass (Full)
In this Halloween edition masterclass, check out Qualified Sales Rep Brent Boyd's tips and tricks for how to succeed in Qualified.
Qualified For Outbound Masterclass (Full)
For customers with Qualified's buying intent signals, learn all about the data you have accessible and the smartest ways to use it.
Play: Not the Right Person to Chat? Transfer It Over!
In this play, see how transferring a chat to another person could be the right move.
Play: Face to Face Qualification
In this play, learn how effective it is to hop on a video call in order to get all of your prospect's questions answered quickly.
Play: The Pricing Page Pounce
In this play, learn why it's crucial to pounce on visitors on the pricing page.
Play: Continue the Conversation- From the Email to the Pounce
In this play, learn how to continue the conversation with a prospect from the email to the pounce seamlessly and without friction.
Play: To Be Seen or To Not Be Seen
In this play, learn how multiple messages when pouncing gets you a better chance at a response.
Play: ABC- Always Be Confirming (the right) Next Steps
In this play, see how you can make sure the next step you take is the right one- all within Qualified's Meeting Booker.
Play: Just Browsing? No Problem!
In this play, learn to meet buyers where they are and see how that gets you further in the long run.
Play: Give Your Visitors a Meme-orable Laugh
In this play, learn how to capture the attention of your visitor by sending a meme.
Play: Waking the Dead 🤯
In this play, check out how to capture the attention of previous warm leads that fell out of reach.
Play: Following the Signals
In this play, learn how Qualified Sales Rep Chris followed the signals and booked a meeting.
Play: Add Multiple People to the Meeting with Qualified
In this play, learn how to add multiple people to a meeting right from Qualified using the Qualified Meeting Booker.
Play: Capture Hearts by Using Location Data
In this play, learn how to really grab your website visitor's attention by pouncing and referencing location data.
An Introduction to Qualified Video
In this guide, get a quick introduction to how you can leverage Qualified Video for chatting with visitors live on your website.
Avoid Wasting Time Sending Emails To People Who Aren't Buying
In this guide, learn how to get the most out of Qualified as an Outbound Sales Rep
Play: Read Minds with Type Ahead and Upgrade to Voice/Video
In this play, learn how to strategically read someone's mind to know when it's time to upgrade to voice/video so you can get that next meeting on the books.
Play: Outbound Strategically
In this play, learn how you as a Sales Rep could use Qualified Signals to prioritize your outbound efforts.
Using Qualified Video Strategically
In this guide, learn how to use Qualified Video to your advantage when chatting live with prospects on your website.
Advanced Conversation Tactics
In this guide, check out our advanced conversations tactics to keep prospects engaged while chatting on your website.
Turning An Anonymous Visitor Into a Best Friend
In this guide, learn how you can turn anonymous buyers into your best friends by delivering a personalized pounce and confirming next steps.
Play: Enhance Your Cold Call with a Website Tour
In this play, learn how to accompany your cold call with a visual- your website!
Shortcuts from the Experts
In this guide, learn about how to enhance your shortcuts to be more effective in conversations.
Pounce Like a Pro
In this guide, learn how up level your pounces to be more personalized and engaging.
Shortcuts to Get You Started
In this guide, get some ideas for shortcuts that everyone needs to get started with chatting in Qualified.
How To Avoid The Face Palm Pounce
In this guide, learn how to avoid pouncing without capturing the right information (AKA that dreadful Face Palm Pounce.)
Importance of Being Available
In this guide, learn why it's crucial to set yourself as available when you're able to take a chat and unavailable when you've stepped away.
Play: The 1-2 Punch Outbound Click Thru
In this play, learn how to greet your target outbound visitors the moment they arrive on the website with the right context.
Play: Keep Salesforce Accurate without Switching Tabs
In this play, learn how to keep your Salesforce records up to date without ever leaving Qualified.
Play: Up-leveling your Humanness with your job title
In this play, learn how to creatively use job title in Qualified to drive visitor engagement.
Using Qualified As A Sales Rep: Inbound Chat vs Pouncing
In this guide, learn about the two actions that sales reps take in Qualified Conversations: Inbound Chat and Pouncing.
Conversational Writing Best Practices
In this guide, learn five tips to help you be more conversational and initiate productive sales conversations with your buyers.
Qualified Overview Guide
In this guide, learn about Qualified, conversational sales and marketing and about how to prepare for sales training.
Sales Rep Setup Guide
In this guide, learn how sales reps can set up their accounts and get started with Qualified.
Qualified Voice & Meetings
In this guide, learn how to use Qualified Voice and Meetings to build rapport faster and help you crush your quota.
Shortcuts and Alerts
In this guide, learn how to use personal and team shortcuts in Qualified as well as in-app, Slack or MS Teams alerts to discover new leads faster.
Using the Live Stream
In this guide, learn how to use the live stream to chat with visitors and find helpful details to better inform your conversations.