Dan Martell - How To Use Live Chat To Increase Sales

00:00:00.120 Well, the other thing is,

00:00:01.120 I don't know if people realize you're behind there.

00:00:03.880 Like, I don't, I literally,

00:00:05.400 I'm wondering if people see me talk

00:00:07.240 and they're like, is he just talking by himself in a room?

00:00:17.880 How to use live chat on your website

00:00:20.520 to engage more customers for your products.

00:00:23.600 I'm going to share with you ways

00:00:25.680 to make sure you connect with a customer.

00:00:27.400 Because there's nothing more frustrating

00:00:29.160 than to know that you have visitors.

00:00:30.920 You check your analytics.

00:00:31.760 You got unique visitors coming to your site every month

00:00:34.240 and you're like, how come these people

00:00:35.460 aren't signing up for my product?

00:00:36.900 Why aren't they reaching out?

00:00:37.760 Why aren't they contacting me?

00:00:39.780 The beauty is if you set it up right,

00:00:42.000 you can actually connect with them,

00:00:43.580 chat with them, build rapport,

00:00:45.540 get them engaged and interested in what you're doing

00:00:47.780 so that they become customers.

00:00:49.480 In this video, I'm gonna share with you guys

00:00:51.140 the ways to you live chat,

00:00:53.080 even though some people are like, 0.97

00:00:54.160 live chat, that's stupid, nobody uses that. 1.00

00:00:56.360 Trust me, they do. 0.99

00:00:58.220 Recently I was launching a new project

00:01:00.360 and I deployed live chat and I thought,

00:01:03.460 you know what, I'll have my team engage with people

00:01:06.360 and they'll chat and if they have any questions,

00:01:08.420 they'll just ask me.

00:01:09.260 We created this FAQ document and I kept updating

00:01:12.000 the answers to the questions as they would come in

00:01:14.380 and then one night I was like, you know what,

00:01:15.940 I'm just gonna jump in here.

00:01:17.100 So I started chatting and saying hello to people

00:01:19.980 on the page and they were like, yeah right,

00:01:21.840 this isn't Dan, this is a robot.

00:01:23.580 And literally I got so frustrated with the people saying that

00:01:27.940 that I started saying, here's myself, call me.

00:01:30.140 I just was like, enough's enough.

00:01:31.640 I'm just gonna talk to you.

00:01:32.560 What's your number?

00:01:33.400 Let me call you.

00:01:34.240 Yes, it is Dan.

00:01:35.120 And then the fun part was I started circumventing it.

00:01:37.940 So they would be like, I'd be like, hello.

00:01:39.620 And they're like, this is really,

00:01:40.900 I'm like, yes, this is really Dan.

00:01:42.580 So I would even say it before they even asked

00:01:44.900 because I figured why not just, you know,

00:01:46.960 I know what they're thinking.

00:01:47.940 It's not Dan, it's a robot.

00:01:49.280 I'm just gonna say hello.

00:01:50.820 In this video, I'm gonna share with you guys

00:01:52.380 exactly how to do that in a way

00:01:54.640 that not only engages the customer,

00:01:56.740 creates an incredible experience

00:01:58.040 and then really moves them to the right mindset

00:02:00.780 to potentially buy from you.

00:02:01.920 So the first thing you need to do,

00:02:03.340 as I just shared with you, is introduce yourself.

00:02:05.780 Step one, when you get in the chat, say hello.

00:02:09.120 Even though it might say your name,

00:02:10.820 just say, hey, this is Dan, I work on the team.

00:02:14.100 And you can even introduce kind of your role

00:02:15.700 and what your expectation is.

00:02:17.020 Number one is just make sure you do the introduction.

00:02:19.720 Two is ensure that you're fast.

00:02:21.540 A lot of people set up these live chats

00:02:23.800 and they might push to an email.

00:02:26.880 So imagine you're trying to chat, you've got a problem,

00:02:29.540 you have a question, you're ready to buy,

00:02:31.240 and it's like starting chat, waiting for agent.

00:02:33.840 It's like pass, gone.

00:02:35.780 I've seen this so many domain sites

00:02:38.080 or other kind of CRM tools where you're like,

00:02:40.040 oh yay, live chat, I'm gonna ask them a question,

00:02:42.320 and literally seven minutes pass and then they're like,

00:02:44.560 and then it just starts blinking, engage.

00:02:46.260 It's like seriously, I've already checked out

00:02:48.060 your competitors, I've already registered, I'm good to go,

00:02:50.760 because they were ready to answer my questions.

00:02:52.660 So second, be fast.

00:02:54.220 Three is make sure that you promise a result.

00:02:56.300 When I start a chat, I usually ask them

00:02:58.460 what their challenges are and then I promise a result.

00:03:01.000 Maybe it's I'll be sure I get that answered for you.

00:03:03.200 I'm gonna get somebody to fix that.

00:03:04.880 I'm going to go talk to the team

00:03:06.780 and sure I understand the right context

00:03:08.840 and give you the best answer.

00:03:09.920 But you always wanna promise a result

00:03:12.640 to the people in the live chat.

00:03:13.580 Number four is make sure that you simplify, okay?

00:03:17.780 This is something I've learned

00:03:19.320 as I've built technology companies.

00:03:22.220 you know, I'm now in my third company,

00:03:24.120 is really try to explain it like they're a five-year-old.

00:03:27.200 And I jokingly say this about my dad,

00:03:29.660 who I love dearly, he's one of my heroes,

00:03:31.740 he's my best friend, but truthfully,

00:03:33.860 just having to learn how to explain how Clarity works,

00:03:37.620 how my previous company Flowtown worked,

00:03:39.260 what I did at Spheric, to somebody that's not technical

00:03:43.500 is really a great way to just practice your skills

00:03:46.100 for customer support or live chat, okay?

00:03:49.060 So explain it like they're a five-year-old.

00:03:52.260 Even if you feel like they're super technical

00:03:54.040 or you sell a technology product,

00:03:55.160 it just helps the whole conversation

00:03:56.700 because most customers won't even tell you

00:03:59.500 that they don't get what you're saying.

00:04:01.540 They'll just be like, yep, okay, got it,

00:04:03.200 and then they'll move on.

00:04:04.340 So make sure you simplify.

00:04:05.940 Second thing is make sure that you ask great questions.

00:04:09.420 You know, in the chat, the best way to engage somebody

00:04:11.380 is ask them a question.

00:04:12.380 Where do you live?

00:04:13.380 How long have you been looking at our product?

00:04:15.280 What are some of the considerations

00:04:16.720 that you're trying to evaluate

00:04:18.360 so that we can answer those questions.

00:04:19.840 Who else might be part of your decision making process

00:04:22.380 to move forward in purchasing or adopting our technology?

00:04:25.200 Those are incredible questions.

00:04:26.820 You should have a preset list of them

00:04:29.240 so you can keep that engagement,

00:04:30.720 not just make it about them asking you questions.

00:04:32.980 You want to build that rapport.

00:04:35.920 Then the sixth tip is to use links.

00:04:38.080 You know, when you're chatting with somebody,

00:04:39.740 if you have a site that's got frequently asked questions,

00:04:41.920 if you have a help center, if you've got case studies,

00:04:44.200 if you've got product features listed on your website

00:04:47.200 and somebody asks, just send them the link.

00:04:49.340 What's neat if you set up the right chat software

00:04:51.500 is that it'll actually follow your chat

00:04:54.580 into that new page so you can actually be there

00:04:56.740 ready to answer any questions on the new context.

00:04:59.320 So make sure that you use links strategically

00:05:02.240 so that you can send people to the right place

00:05:04.220 to answer their questions.

00:05:06.680 And number seven, I think, is just a no-brainer.

00:05:09.320 I do a lot of email, a lot of interactions.

00:05:12.400 I use hotkeys.

00:05:14.120 And you can do this in a bunch of different ways.

00:05:15.600 Many of the different live chat software out there

00:05:17.440 support a hotkey implementation.

00:05:19.940 Or you can use a software like a text expander,

00:05:22.840 I believe there might be a Windows edition, but on a Mac,

00:05:25.960 which lets you set up shortcuts

00:05:28.140 for frequently asked questions and responses.

00:05:30.860 For example, what's your address?

00:05:32.500 Boom, it's just like entering the short code,

00:05:34.700 it fills it out.

00:05:35.800 If somebody's always asking like,

00:05:37.100 what's the best way to engage my team?

00:05:38.900 And you have a pre-stocked answer,

00:05:40.700 put that in a shortcut.

00:05:42.440 It's gonna allow you, as I mentioned,

00:05:43.800 to be fast, to interact, to answer those questions

00:05:46.600 for your customers and move them,

00:05:48.400 and this is what I love about using links,

00:05:50.020 is if somebody's ready to buy,

00:05:51.600 send them to the sign up page,

00:05:53.380 send them to the pricing page.

00:05:55.180 Get their commitment in real time

00:05:58.340 and move them forward and make sure

00:05:59.760 that they go all the way through.

00:06:01.000 Don't let them bounce because most people

00:06:03.200 will get busy with the rest of their lives

00:06:05.680 and never come back to use your product.

00:06:07.520 So real quick recap, number one, introduce yourself.

00:06:10.040 Number two, be sure to be fast on the response.

00:06:13.000 Three, promise a result when you start your chat session.

00:06:16.380 Four, make sure that you simplify,

00:06:18.700 explain it like a four year old.

00:06:22.660 Finally, well five, ask great questions,

00:06:25.380 engage with them, build that rapport.

00:06:27.460 Six, make sure that you use links

00:06:29.000 to send them around, answer questions.

00:06:31.500 And then finally, keep it faster using hotkeys

00:06:34.880 and shortcuts like TextExpander as an app.

00:06:37.400 Now I wanna give you a pro tip.

00:06:39.000 If you're gonna ask me like, what tool should I use?

00:06:41.440 I'm gonna recommend Intercom.

00:06:43.020 Why?

00:06:43.860 It's beautiful.

00:06:45.280 That's the reason one.

00:06:46.200 Number two is I'm an investor.

00:06:47.760 So of course I'm gonna recommend the product

00:06:50.100 that I love, that I use.

00:06:51.760 Intercom's incredible, check it out.

00:06:53.320 It integrates a lot of other features,

00:06:55.560 but specifically around chat.

00:06:57.260 It's got a great mobile app so you can interact to be fast.

00:07:00.220 It is gonna change the game in your business.

00:07:02.920 Even if you run a test, put it on for a week.

00:07:05.380 Interact with your customers that are on your site

00:07:07.600 in real time, it'll change your business.

00:07:09.660 I just hope this video finds you incredibly well.

00:07:12.300 As per usual, I wanna challenge you to live a bigger life

00:07:14.540 and a bigger business, and I'll see you next Monday.

00:07:16.760 If you like this video, be sure to subscribe to my channel

00:07:19.140 for other tips and strategies to start and grow your business,

00:07:22.240 and I'd also encourage you to join my newsletter

00:07:24.600 for exclusive invites, free entrepreneurial training,

00:07:27.220 and other community contests, and if you're ready to get going,

00:07:30.580 I still got a couple more videos queued up

00:07:33.220 ready for you right there.

Dan Martell - May 15, 2017

How To Use Live Chat To Increase Sales

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