Are you engaging your prospects or just burying them in features and benefits?
I remember attending a Ken Blanchard seminar a few years ago in which he equated focusing solely on features and benefits as the sound of a honking duck. “Quack, quack, quack” he would intone loudly to make sure we understood the potential irrelevance of spouting features and benefits. His point was that although the features were very interesting to you, they would be less interesting than the benefits to your customer and perhaps neither would be interesting at all. What mattered was making a real connection.
Chat gives you the capability to move from your visitor from reading static web pages of features and benefits into a conversation between two people. Engaging them in a chat can be key to take them from visitor to prospect to customer.
Some prospects will self identify by clicking on your chat button – they are already predisposed to chatting with you. But we suggest you proactively reach out to visitors using BoldChat’s SmartInvite. When implementing an invitation, if you ask something abrupt like, “Can I help you?” you should expect most visitors will say no and might even leave your site. Consider instead being focused on making a connection by asking if they have any questions or if they are finding what they are looking for.
When you are successful at getting them to engage, avoid the temptation during the conversation to strafe your prospect with your beautifully honed canned messages touting your phenomenal feature set. They don’t need a rehash of what is already on your website. Instead, ask clarifying questions about their needs and craft relevant responses, using Canned Messages judiciously. As you begin to understand the full extent of their needs, you will be able to gradually inquire about upsell and cross-sell opportunities.
Remember, connection first, then content.