A guide for sales reps to learn how to use chat, email, and video best practices to engage website visitors.<\/p>\n","hero_image":{"ID":96475,"id":96475,"title":"Engaging Visitors hero","filename":"Engaging-Visitors-hero.jpg","filesize":130732,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","alt":"","author":"86","description":"","caption":"","name":"wp-attachment-engaging-visitors-hero","status":"inherit","uploaded_to":91936,"date":"2022-05-04 17:53:42","modified":"2022-05-04 17:53:42","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1080,"height":1080,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-150x150.jpg","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","medium-width":1080,"medium-height":1080,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","medium_large-width":768,"medium_large-height":768,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","large-width":1080,"large-height":1080,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","1536x1536-width":1080,"1536x1536-height":1080,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero.jpg","2048x2048-width":1080,"2048x2048-height":1080,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-324x324.jpg","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-24x24.jpg","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-48x48.jpg","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-96x96.jpg","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-150x150.jpg","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-hero-300x300.jpg","profile_300-width":300,"profile_300-height":300}},"hero_image_retina":false,"button_cta":"Download the Guide","button_link":"#revenue-acceleration-learning-sales-1","bottom_cta":{"cta_title":"Revenue Acceleration Guide: Engaging Website Visitors","body":"","button_link":"#revenue-acceleration-learning-sales-1","button_text":"Download the Guide","button_link_two":"","button_text_two":""},"trainings_super_index":{"image":{"ID":96476,"id":96476,"title":"Engaging Visitors index","filename":"Engaging-Visitors-index.jpg","filesize":69323,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-index.jpg","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/Engaging-Visitors-index.jpg","alt":"","author":"86","description":"","caption":"","name":"wp-attachment-engaging-visitors-index","status":"inherit","uploaded_to":91936,"date":"2022-05-04 17:53:51","modified":"2022-05-04 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In the last <\/span>Revenue Acceleration Guide: Setting Up Your Drift Account for Sales<\/span><\/a> we asked you to think about your last buying experience.\u00a0<\/span><\/p>\n Were you left with a bad taste in your mouth after an impersonal experience where you were left waiting without any help? Or did you have a memorable and enjoyable experience where your needs were met and everything was personalized to you?<\/span><\/p>\n We all want to replicate the latter and yet most B2B companies continue to shepherd people through forms and funnels \u2014 leaving them waiting <\/span>24\u201348 hours for a response from a sales rep.\u00a0<\/span><\/p>\n The mission of Conversational Sales is to think about the buyer first and your business goals second. It’s the fastest way to build trust and credibility with buyers and turn them into customers.\u00a0<\/span><\/p>\n With Conversational Sales, your sales team can immediately separate prospects from existing customers, personalize their engagement, and tailor pitches to create value. So then you can deliver the experience your buyer expects.<\/span><\/p>\n Now you know what Conversational Sales is and <\/span>how to set up your Drift account<\/span><\/a>. But how do you actually create that great buying experience?<\/span><\/p>\n Well, everything starts with a conversation. So in this guide, we\u2019ll review the first stage in transforming your business so that every conversation has an impact: engaging website visitors.\u00a0<\/span><\/p>\n Put yourself in the shoes of a sales enablement manager. Say you’re on the hunt for a new sales enablement software.\u00a0<\/span><\/p>\n You start your search on Google, typing in \u201ccompetitor to [your current solution]\u201d and click on the first link for a company we\u2019ll call Applinks.\u00a0<\/span><\/p>\n When you get to Applinks, you realize this solution solves a lot of the challenges you are facing with your current software. You\u2019re intrigued but have a few lingering questions.<\/span><\/p>\n That\u2019s when a chatbot pops up saying, \u201cHey there! Welcome to Applinks.com. Can I help with anything?\u201d\u00a0<\/span><\/p>\n You type in your question and the chatbot jumps into action on the backend, making sure you are a qualified site visitor and routing in a rep that caters to your location and company size.\u00a0<\/span><\/p>\n A rep steps right into the conversation, engaging you and further understanding your needs. They then go on to suggest you schedule a time to meet and drops a calendar.\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":91980,"id":91980,"title":"03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293","filename":"03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","filesize":43983,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","alt":"","author":"165","description":"","caption":"","name":"wp-attachment-03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293","status":"inherit","uploaded_to":91936,"date":"2022-01-04 19:07:04","modified":"2022-01-04 19:07:04","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":768,"height":1293,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","medium-width":768,"medium-height":1293,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","medium_large-width":768,"medium_large-height":1293,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","large-width":768,"large-height":1293,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","1536x1536-width":768,"1536x1536-height":1293,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1.png","2048x2048-width":768,"2048x2048-height":1293,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/12\/03-shorten-sales-cycles-and-generate-more-pipeline-by-converting-new-prospects-2-768x1293-1-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" That\u2019s Stage One: Engaging Website Visitors.\u00a0<\/span><\/p>\n Stage one is all about engaging the buyer and booking meetings for your sales team. When a buyer lands on your site, there is always an opportunity for you to engage with them (even if you\u2019re sleeping \u2014 the bot has you covered).\u00a0<\/span><\/p>\n The key to stage one is understanding the various ways you can spark a conversation \u2014 through chat, video, and email \u2014 and how to personalize your messages \u2014 using Drift Intel, Prospector, and previous conversations. Don\u2019t worry, we\u2019ll cover all of that in this guide.\u00a0<\/span><\/p>\n There are many use cases you can use in stage one to engage your buyers, but one thing should stay the same: providing a better and faster experience that is all about the <\/span>buyer<\/span><\/i>.\u00a0<\/span><\/p>\n To keep that top of mind, we came up with a simple framework with just three steps. We call it the Conversational Sales Framework.\u00a0<\/span><\/p>\n Use the <\/span>Conversational Sales Framework<\/span><\/a> to create more opportunities, learn which buyers to focus on, and understand what matters to buyers.\u00a0<\/span><\/p>\n There are only three steps you need to remember:<\/span><\/p>\n Let\u2019s break down the three elements of the Conversational Sales Framework:\u00a0<\/span><\/p>\n Engage: Connect and Respond<\/b><\/p>\n Conversational Sales means engaging with buyers on <\/span>their<\/span><\/i> terms \u2014 their channel, their schedule, and their goals. Your interactions aren\u2019t pushy sales pitches. Instead, you\u2019re having helpful, authentic, and proactive conversations. You\u2019re listening to what your buyers need and responding thoughtfully. It\u2019s a genuine interaction.<\/span><\/p>\n By engaging your buyers when their attention and intent are the highest, you maximize engagement and grow your pipeline.<\/span><\/p>\n Understand: Qualify and Influence<\/b><\/p>\n Conversational Sales relieves the burden on your sales team. Use automated bots and workflows to understand your buyers. Ask questions, use intent signals, and tap into other data sources to understand what each buyer cares about.<\/span><\/p>\n This framework is actually a <\/span>two-way<\/span><\/i> conversation. The days of sellers lecturing buyers are long gone. Sellers still have to explain their solutions, showcase services, and demo products, but buyers need time and space to ask their own questions. They must deepen their understanding and broaden their perspective.<\/span><\/p>\n As the conversation unfolds, you\u2019ll know who is ready for a sales conversation. When the time is right, your sales reps can drop in. Then, they can captain the conversation, directing the discussion and influencing the buyer\u2019s decision.<\/span><\/p>\n Recommend: Drive and Persuade\u00a0<\/b><\/p>\n Once sales reps connect their calendars, you can automatically book meetings for qualified buyers directly within the conversation. Your sales team will appreciate waking up to calendars full of high-quality meetings.<\/span><\/p>\n But meetings, demos, and sales are just three possible outcomes. Recommend whatever\u2019s best for the buyer \u2014 whether that\u2019s a tip, an idea, a next step, a piece of content, or someone to connect with.<\/span><\/p>\n With the Conversational Sales Framework, you make the first move. You reach out and interact with potential buyers <\/span>before <\/span><\/i>they come to you. You learn about their challenges and goals. You drive the conversation forward and persuade the buyer to take the next step towards conversion.<\/span><\/p>\n Engage, understand, recommend. It\u2019s that simple. <\/b><\/p>\n"},{"acf_fc_layout":"cta_block","title":"Drift Insider Note","body":" Ready to get started? Download the Conversational Sales Workbook to visualize, plan, and implement Conversational Sales in your business.<\/p>\n","button_text":"Check It Out Now","button_url":"https:\/\/drift.com\/wp-content\/uploads\/2020\/11\/2020-Drift-Conversational-Sales-Workbook.pdf","open_in_new_tab":true,"button_text_two":"","button_url_two":"","open_in_new_tab_two":false},{"acf_fc_layout":"body","body_text":" One of the main ways you can engage website visitors and showcase the Conversational Sales Framework is using live chat. We\u2019ll review how to navigate Drift\u2019s conversation view and use live chat in the next chapter.\u00a0<\/span><\/p>\n"}]},{"chapter_title":"Conversations & Live Chat","chapter_body":[{"acf_fc_layout":"body","body_text":" A strong chat strategy is key to Stage One: Engaging Website Visitors.\u00a0<\/span><\/p>\n When the buyer is on your site, personalized conversations will make for a trusted and memorable buying experience, leading to more meetings booked.<\/span><\/p>\n So how do you start conversations or pick up a conversation routed to you? With <\/span>live chat<\/span><\/a>.\u00a0<\/span><\/p>\n Live chat is where you can see conversations that have been started on your website. These conversations are handled by you, the bot, and even AI (<\/span>Drift Automation<\/span><\/a>). Most Drift users spend the majority of their time in live chat.\u00a0<\/span><\/p>\n We\u2019ll look at chat best practices and use cases in the chapters to come, but first, let\u2019s review how to use and navigate Drift\u2019s live chat. <\/span><\/p>\n The conversations list makes it easy to find conversations at a glance.\u00a0<\/span><\/p>\n You can use <\/span>All Inboxes<\/b> to monitor all your conversations as they come in, or filter by a specific inbox. Quickly switch between open, closed, or all conversations in each section, or create your own sections to categorize conversations just the way you like.\u00a0\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":90312,"id":90312,"title":"_Navigation__Conversation_organization_\u2013_Figma","filename":"Navigation__Conversation_organization_\u2013_Figma.png","filesize":233985,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","alt":"","author":"357","description":"","caption":"","name":"wp-attachment-_navigation__conversation_organization_-_figma","status":"inherit","uploaded_to":90286,"date":"2021-10-19 17:29:43","modified":"2021-10-19 17:29:43","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1902,"height":1072,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","medium-width":1902,"medium-height":1072,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","medium_large-width":768,"medium_large-height":433,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","large-width":1902,"large-height":1072,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-1536x866.png","1536x1536-width":1536,"1536x1536-height":866,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma.png","2048x2048-width":1902,"2048x2048-height":1072,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-324x324.png","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-24x24.png","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-48x48.png","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-96x96.png","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-150x150.png","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/Navigation__Conversation_organization_\u2013_Figma-300x300.png","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" Slash commands are useful when typing to quickly add tags, send transcripts, add internal notes, and more.\u00a0<\/span><\/p>\n Slash commands are easy to find. Just click the lightning bolt in your conversation view.\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":90321,"id":90321,"title":"ScreenFlow","filename":"ScreenFlow.gif","filesize":873817,"url":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","link":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","alt":"","author":"357","description":"","caption":"","name":"wp-attachment-screenflow-3","status":"inherit","uploaded_to":90286,"date":"2021-10-19 17:32:52","modified":"2021-10-19 17:32:52","menu_order":0,"mime_type":"image\/gif","type":"image","subtype":"gif","icon":"https:\/\/www.drift.com\/wp-includes\/images\/media\/default.png","width":1400,"height":936,"sizes":{"thumbnail":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-150x150.gif","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","medium-width":1400,"medium-height":936,"medium_large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","medium_large-width":768,"medium_large-height":513,"large":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","large-width":1400,"large-height":936,"1536x1536":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","1536x1536-width":1400,"1536x1536-height":936,"2048x2048":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow.gif","2048x2048-width":1400,"2048x2048-height":936,"third_width_square":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-324x324.gif","third_width_square-width":324,"third_width_square-height":324,"profile_24":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-24x24.gif","profile_24-width":24,"profile_24-height":24,"profile_48":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-48x48.gif","profile_48-width":48,"profile_48-height":48,"profile_96":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-96x96.gif","profile_96-width":96,"profile_96-height":96,"profile_150":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-150x150.gif","profile_150-width":150,"profile_150-height":150,"profile_300":"https:\/\/www.drift.com\/wp-content\/uploads\/2021\/10\/ScreenFlow-300x300.gif","profile_300-width":300,"profile_300-height":300}}},{"acf_fc_layout":"body","body_text":" Below is a list of slash commands, along with an explanation of what each one does.<\/span><\/p>\nEngaging Website Visitors Overview\u00a0<\/b><\/h3>\n
The Conversational Sales Framework\u00a0<\/b><\/h3>\n
\n
What\u2019s in this chapter<\/h3>\n
\n
\n
\n
How to Navigate Drift\u2019s Live Chat\u00a0<\/b><\/h3>\n
Sidebar View and Conversations List<\/b><\/h4>\n
Messaging Features<\/b><\/h4>\n