You’re sitting at home surfing the web for a new phone. You know what you want, so you search for the model and find a local store with one in stock. You click on the website and notice that there is an option to start a chat. You have a couple questions about the specs, so you start typing and the conversation goes something like this:

You: Hey, my name is Sam and I am interested in this phone. Is someone available to answer some questions I have regarding the specs?

Chat: Please select a relevant department from the following: Phone Sales, Customer Support, Billing Questions

You click on “Phone Sales”

Chat: Please enter your request below and someone will be with you shortly.

You: I am interested in this phone. Is someone available to answer some questions I have?

10 minutes later…

Operator: Hello, to better assist you may I please have your name?

You: It is Sam. I said that earlier…

Operator: I’m sorry, can I please have your name to better assist you?

A conversation like the one above would make anyone frustrated. Having to repeat yourself to an impersonal “live chat” is not a great experience for any consumer and will result in a much higher bounce rate. It feels very robotic and impersonal— exactly what you don’t want your customers to experience on your website.

Let’s take a trip in our time machine and go back to when you were first looking at the phone on the website. This time, you start a chat again, but it goes a little differently:

You: Hey, my name is Sam and I am interested in this phone. Is someone available to answer some questions I have regarding the specs?

Camila: Hi, Sam! My name is Camila. I’d be happy to help you! What questions can I answer for you?

You: I’m interested in the new Samsung Z Flip 4. Is it compatible with wireless charging? If so, I would like to set an appointment to purchase it and switch my info over.

Camila: Yes, the Samsung Z Flip 4 is compatible with wireless charging. Let’s get that appointment scheduled for you! What day works best for you?

You: Wednesday between 4-6 pm would work well for me! I am also interested in the financing special I saw online. Are you able to answer a couple questions I have about that?

George has entered the chat.

George: Hey Sam! My name is George and I am a Technology Specialist at the store. I have an opening at 4:30 pm on Wednesday if you want to come in then to switch your phone over. I see you are interested in our back-to-school financing special— what questions can I help you with?

A conversation like that would make any customer feel valued and heard. It is a warm and more personal experience compared to our earlier example, and would be infinitely more likely to convert into a sale. Whether a customer is shopping online for a new phone or a new car, it is vital to provide them with a good shopping experience.

Millions of consumers shop online for goods and services every single day, and that number is only climbing. Consumers expect to have their questions answered instantly no matter what platform they are using, which is where having a reliable chat service comes in.

The automotive industry is fast paced and can be complicated for consumers. In this day and age, you need to have a reliable chat service on your website to help guide them through the buying process.

Now imagine applying the same experience to shoppers on your dealership website:

You: Hey, my name is Sam and I am interested in this vehicle. Can I come in and schedule a test drive?

Alex: Hi, Sam! My name is Alex. I’d be happy to help you! What is the vehicle you are looking to test drive?

You: I’m interested in the blue 2021 Chrysler Pacifica.

Alex: That vehicle is available. Let’s get a test drive scheduled for you! What day works best for you?

You: Wednesday between 4-6 pm would work well for me! I am also interested in the financing special I saw online. Is there someone I can talk to about that?

Blake has entered the chat.

Blake: Hey Sam! My name is Blake and I am a vehicle sales specialist at the dealership. I have an opening at 4:30 pm on Wednesday if you want to come in then to test drive the Pacifica. I see you are interested in our back-to-school financing special— do you have any questions that I can help you with?

The Art of Online Conversations

A good conversation is like art. Anyone can try it, some people are great at it, and others— not so much. But you can be with a little work, preparation, and commitment.

In this series we will discuss how to turn your chats with customers into mini masterpieces that even Van Gogh would be proud of (pun intended). A good experience means a completed sale, repeat business and a lot of potential referrals.

How do you get there? We will give you some of our best tips broken down into the next three parts of our series: what to do before, during, and after the chat.

Why listen to us?

We’ve been experts in the industry for over a decade, and just last year we handled over 12 million chats and produced over 5 million leads. No matter what tool you use, these tips will help you build the foundations of your conversational masterpiece.

Check out all the articles in this series:

How to Create a Conversational Masterpiece: Introduction

Creating a Conversational Masterpiece: Before the Chat

Creating a Conversational Masterpiece: During the Chat – How to Find Your Flow

Creating a Conversational Masterpiece: After the Chat – The Finishing Touches