A conversational sales strategy involves changing some elements of marketing, staff training, and general approach towards online leads. There are technical tools required to implement this type of strategy, and a number of options available to implement all the steps required. Some, like the Whisbi platform, offer an all-in-one solution, others will only cover elements of conversational sales.
1 – Outreach and engage: Integrate a webinar, chat, or live video tool to grab customers’ attention. By outreaching with text, broadcasting live video or product demonstrations to groups of customers, either based on the page they are on or their status as a potential customer, you are able to reach out from the one-way communication and start a two-way dialogue online.
2 – Harness staff knowledge: Your sales staff have the knowledge, it’s now time to get the technology to take advantage of it. Staff either in-store, in call centers or home-based agents already have the customer-facing experience required. Companies should look for conversational sales technology providers and train their staff to start attending to online customers in real-time.
3 – Filter leads: Implement a chat system and a chatbot that is able to recognize purchase intent or what type of query the individual has and direct them to a sales rep appropriate to their needs, maintaining a natural conversation flow without the need for clunky, delayed follow-up emails.
Conclusion: Why conversational sales is a must but mobile is the key
Consumer habits are developing quickly, and their expectations with them. It is fair to say that more and more shopping will take place online. It will be those brands that are best placed to make this experience natural and smooth that stand to make the most gains.
However, these tools will only be effective if they are optimized for mobile devices. By the end of this year, it is projected that 51% of all online purchases will be done through a mobile device. This means that companies must not only provide these online sales tools but also ensure they allow customers to access them in a way that suits their shopping habits. Already consumers have shown they will not waste their time trying to use a difficult service; a 2018 report established that 56% of consumers would be less likely to engage with a company due to poor mobile experience and tools.
In short, implementing a strategy that uses conversational selling places brands in the best possible position to be aligned with both the technical and service level expectations of customers.