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Chat to and convert your leads while staying personal

Keep it personal: how to convert your leads via live chat

Product Education Manager, Intercom

Zara Burke


Main illustration: Joseph Vass

When a potential lead gets in touch, it’s important to remember that they are in the driving seat. So, for the sales team, it’s about building trust before creating urgency – and live chat is the perfect tool for this.

It allows you to be personable and expressive with your leads and allows them to buy things in the way they want to. Potential leads should feel supported at every stage of the journey and excited about signing up to your product.

So how do you make sure you’re always providing a personal and positive experience for leads on live chat? We’ve outlined our top tips:

Add a friendly face to your brand

It’s about building trust before creating urgency.

We’ve all been there – you land on a website and a generic live chat window pops up, leaving you wondering if the person on the other end is real or not.

The last thing you want is for your lead to think they are talking to a robot when it is in fact a human. So to avoid any confusion, you should always upload a friendly photo to accompany the personal messages you send.

Where you can, you should always add a bio or intro as well that lets the lead know who you are and how you can help them.
Add a friendly. face to your brand on live chat

Provide quick help, and stay friendly

As the conversation progresses, it’s important that you don’t let the personal tone of the conversation slip. While you will be trying to build up a picture of who your lead is and how your business can help, the conversation should remain a relatively quick and friendly back and forth exchange.

To make each message extra helpful for each lead, you should guide them to the next step they need to take, and sign off with an offer to answer any more questions.

Of course, it’s not always easy to remain personal and friendly while gathering the information you need. Here are some tips to help you strike that balance:

  • Make every question count. It’s never easy to determine how much time someone has on the other end of live chat so make sure that your questions are helpful for both of you to decide if and how your business can be of help.
  • Answer before you ask. Don’t ask your lead another question before you have answered theirs.
  • Show some life. Your lead is a human too so don’t forget that. Ditch the business jargon in favor of utilizing things like emoji, GIFs and stickers to show off your personality and give the conversation a warm friendly tone.
  • Be honest. If you realize after asking your qualifying questions that your business won’t be a good fit for the lead, be upfront and friendly about it. It’s not beneficial for anyone to be strung along.

Keep it personal

Naturally, you will find yourself having to answer the same questions over and over again with leads, so having a collection of pre-prepared replies will come in handy.

Your lead is a human too so don’t forget that.

While sending stock answers isn’t advisable, having them to hand allows you to quickly structure your message which can then be tailored to suit the needs of your lead and the question they have asked.

Simple things like using your lead’s first name, keeping your tone informal and friendly, using your own name to sign off and offering to help can really make a big difference when it comes to chatting to prospective customers.

Get them excited about your product’s possibilities

Enthusiasm is infectious. So it’s really important to get your leads excited about the possibilities of your product.

Your conversation should steer them towards envisioning the success they can look forward to so they’re motivated to take action. Or you could let them visualize themselves in your successful customers’ shoes by sharing a link to a relevant success story.

When satisfied visitors and leads become users

Help your lead to visualize themselves in your successful customers’ shoes.

If you successfully give your leads what they need, they’ll likely feel compelled to sign up to your product.

And having used live chat, you will be able to keep the conversation going as a thread, rather than starting afresh every time. This way, your customer should never feel unfamiliar to you or any of your colleagues they might encounter. This is helped by having all of the important user data to hand every time you’re engaging with them.

As always, the process won’t be as straightforward for everyone so if you encounter some leads that don’t sign up to your product or if they just need some more time before making a decision, you should still capture their email address and schedule a warm follow up with them at a later stage.
Live Chat For Sales Starter Kit