- Well the other thing is I don't know if people
realize you're behind there.
Like I don't, I literally, I'm wondering if people see me
talk, they're like is just talking by himself in a room?
(upbeat music)
How to use live chat on your website to engage
more customers for your products.
I'm going to share with you
ways to make sure you connect with the customer.
'Cause there's nothing more frustrating then to know that
you have visitors, you check your analytics,
you got unique visitors coming to your site every month and
you're like how come these
people aren't signing up for my product?
Why are they reaching out?
Why aren't they contacting me?
The beauty is if you set it up right you can actually connect
with them, chat with them, build rapport,
get them engaged and interested in what you're doing so that
they become customers.
In this video I'm gonna share with you guys the ways to use
live chat, even though some people are like live chat,
that's stupid nobody uses that.
Trust me, they do.
You know recently I was launching a new project and
I deployed live chat and I thought you know what,
I'll have my team engage with people and they'll chat and if
they have any questions, they'll just ask me.
We created this FAQ document and I kept updating the answers to
the questions as they would come in and then one night I was like
you know what? I'm just gonna jump in here.
So I started chatting and saying hello to people on the page and
they were like, yeah, right this isn't Dan.
This is a robot.
And literally, I got so frustrated with the people
saying that that I start saying here's my cell, call me.
I just was like enough's enough.
I'm just gonna talk to you.
What's your number? Let me call you.
Yes, it is Dan.
And then the fun part was I started circumventing it.
So they would be like I'd be like hello.
This is really, yes this is really Dan.
So I would even say it before they even asked because
I figured why not just, you know,
I know what they're thinking.
It's not Dan, it's a robot.
I'm just going to say hello.
In this video I'm going to share with you guys exactly how to do
that in a way that not only engages the customer,
creates an incredible experience and then really moves them to
the right mindset to potentially buy from you.
So the first thing you need to do,
as I just shared with you is, introduce yourself.
Step one, when you get in the chat,
say hello even though it might say your name just say
hey this is Dan.
I work on the team and you can even introduce kind of your role
and what your expectation is.
Number one is just make sure you do the introduction.
Two is ensure that you're fast.
You know a lot of people set up these live chats and they might
push to an email.
So imagine you're like trying to chat.
You've got a problem.
You have a question, you're ready to buy and it's like
starting chat, waiting for agent.
It's like, uh, pass, gone.
You know I've seen this so many domain sites or other CRM tools
where you're like oh yay a live chat.
I'm gonna ask them a question and literally seven minutes pass
and then they're like, and then it just starts blinking engage.
Like seriously?
I've already checked out your competitors.
I've already registered I'm good to go 'cause they were ready to
answer my questions. So second be fast.
Three is make sure that you promise a result.
When I start a chat, I usually ask them what their challenges
are and then I promise a result.
Maybe it's I'll be sure I get that answer for you.
I'm going to get somebody to fix that.
I'm going to go talk to the team insure I understand the right
context to give you the best answer but you always want to
promise a result to people in the live chat.
Number four is make sure that you simplify,
okay?
This is something I've learned as I built technology companies.
Now I'm now on my third company is really try to explain it like
they're a five-year-old and I jokingly say this about my dad
who I love dearly.
He's one of my heroes.
He's my best friend but truthfully just having to learn
how to explain how Clarity works,
how my previous company Flowtown worked,
what I did at Spheric to somebody that's not technical is
really a great way to just practice your skills for
customer support or live chat.
Okay, so explain it like they're a five-year-old even if you feel
like their super technical or you sell a technology product.
It just helps the whole conversation 'cause most
customers won't even tell you that they don't get what you're
what you're saying.
They'll just be like yeah okay got it and then they'll move on.
So make sure that you simplify.
Second thing is make sure that you ask great questions.
In the chat the best way to engage somebody is
ask them a question. Where do you live?
How long have you been looking at our product?
What are some of the considerations that you're
trying to evaluate so that we can answer those questions?
Who else might be part of your decision making process to move
forward in purchasing or adopting our technology?
Those are incredible questions.
You should have a preset list of them so you can keep that
engagement, not just make it about them asking you questions,
you want to build that rapport.
Then the sixth tip is to use links.
You know when you're chatting with somebody if you have a site
that's got frequently asked questions,
you have a help center, if you've got case studies if
you've got product features listed on your website and
somebody asks, just send them the link.
What's neat is if you set up the right chat software is that
it'll actually follow your chat into that new page so you can
actually be there ready to answer any questions
on the new context.
So make sure that you use links strategically so that you can
send people to the right place to answer their questions.
And number seven, I think is just a no-brainer.
I do a lot of email, a lot of interactions,
I use hotkeys and you can do
this in a bunch of different ways.
Many of the different live chat software out there support
a hotkey implementation or you can use a software like a
TextExpander I believe there might be a Windows edition but
on a Mac which lets you set up shortcuts for frequently asked
questions and responses.
For example, what's your address?
Boom just like enter in the short code it fills it out.
If somebody's always asking like
what's the best way to engage my team?
You have a pre-stocked answer put that in a shortcut it's
gonna allow you as I mentioned to be fast,
to interact, to answer those questions for your customers and
move them and this is what I love about using links is if
somebody's ready to buy send them to the sign-up page,
send them to the pricing page.
Get their commitment in real time and move them forward and
make sure that they go all the way through.
Don't let them bounce 'cause most people will get busy with
the rest of their lives and
never come back to use your products.
So real quick recap, number one, introduce yourself.
Number two, be sure to be fast on the response.
Three, promise a result when you start your chat session.
Four, make sure that you simplify.
Explain it like a four-year-old.
Finally, well five, ask great questions,
engage with them, build that rapport.
Six, make sure they use links to send them around,
answer questions and then finally keep it faster using
hotkeys and shortcuts like TextExpander as an app.
Now I want to give you a pro tip.
You're gonna ask me like what tool should I use?
I'm gonna recommend Intercom.
Why?
It's beautiful.
That's the reason one.
Number two is I'm an investor.
So of course I'm gonna recommend
the product that I love that I use.
Intercom's incredible, check it out.
It integrates a lot of other features but
specifically around chat.
It's got a great mobile app so you can interact to be fast.
It is gonna change the game in your business.
Even if you run a test, put it on for a week,
interact with your customers.
They're on your site real time, it'll change your business.
Hope this video finds you incredibly well.
As per usual I want to challenge you to live a bigger life and a
bigger business and I'll see you next Monday.
If you liked this video be sure to subscribe to my channel for
other tips and strategies to start and grow your business and
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And if you're ready to get going I still got a couple more videos
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