When a visitor or lead gets in touch on your website, it’s important to get as much context as you can around the conversation. This means understanding what they want, how you can help them and how fast they need a solution. Here’s how:
Judge the urgency of the conversation
Note: When a visitor sends you a message on your website they’ll automatically become a lead.
Leads with questions should be your first priority. If a lead opens with a direct question and no introduction, they’ll want an answer fast. It’s best to get to these right away and save formality for later. Your lead is ultimately looking for more than an answer, but for the moment, they’re simply looking for a fast, accurate response.
You can also glance at your leads’ profile panel to see if they’re online, and awaiting a response.
Leads who open with more traditional greetings are usually happy to have a more conversational experience. Here, you can take more time to give a detailed and personal response.
Understand the context of their message
To understand the context of your lead’s message, you’ll need to ask the right questions. We recommend asking a leading question early on, such as, ‘What brings you our way?’ or ‘What barriers do you have at the moment?’
Ask your lead for a little bit of background about their business and what they’re hoping to achieve with your product. This will help you quickly identify their pain points, and how your product can help.
Understand the context of their visit
You can visit your lead’s profile panel and view information that’s specific to them to guide the conversation. For example, you can:
See what page their message was sent from
If the meaning of a particular message is unclear, you can check what page it was sent from to get more context. For example, if a visitor sends a message from your pricing page, you can ask them if there’s anything in particular they’re unsure of in terms of pricing or plan choice.
Your lead’s profile panel will also give you a bunch of helpful information you can use to guide your conversation, like when they were ‘First Seen’, ‘Last Seen’ and where they’re from. You'll also see any qualification data your team or Operator have collected.
It’s important to pay attention to their location and browser language. For example, if your lead is from a non-English speaking country, it’s best to favor clarity over colloquialism.
Now that you understand what your visitors want when they get in touch it’s time to deliver it in way that helpful for them.