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Drive In More Leads

    Picture of Sam Meza
    By Sam Meza in December, 2019 | 4 minute read

    Sales & Marketing - live chat

    3 Ways to Use Live Chat for Sales

    When you use live chat for sales, you’ll be providing an additional channel for your sales team to engage with prospective buyers –– especially if you’re using the feature HubSpot Live Chat provides you with.


    Modern sales processes revolve around the buyer. That means communicating with them when and how they want to be communicated with. The “when” part has always been tricky to nail down, though. Contact a lead too early, and they’re not ready to buy. Contact them too late, and they’ve already made up their minds.

    Live chat allows potential buyers to raise their hand when they have questions, alerting your sales team that the “when” is right now.

    As for the “how” part, many consumers are shying away from traditional forms of communication in favor of newer channels like live chat, social media, and text messaging.

    While 41.2% of sales reps say that the phone is their most effective sales tool, 59% of consumers would rather go through additional channels than use their voice to communicate. Using live chat for sales can bridge that gap and connect your sales team to your potential buyers.

    Here are the top three ways to use live chat for sales: 

    1) Use HubSpot Live Chat to Book Meetings

    While many consumers prefer using live chat over other forms of communication, there is still great value in booking sales calls and meetings. One way to use live chat for sales is to nurture the user toward booking a follow-up conversation.

    Did you know that asking ‘How are you?’ increases your likelihood of booking a meeting by 3.4 times?

    The Ultimate Guide To Customer Service 101

    Live chat allows you to build rapport with your prospects by communicating in a friendly and personalized way. You can even arm your sales team with chat scripts to save time, maintain brand voice and consistency, and still provide an excellent customer experience.

    Once you’ve answered their initial questions and established a sense of trust, you can segue the conversation into booking a meeting. Here are some example scripts to help you steer the conversation in that direction:

    • “Thank you for chatting with me today. I’d love to continue our conversation more in-depth to help address your specific needs. When are you free for a 15 minute follow up call?”
    • “I’m glad I could help answer your questions! I’ll give you a quick follow up call in a few days to answer any other questions that come up. What day works best for you?”

    However you choose to phrase it, a meeting invitation via live chat should:

    • Flow naturally with the conversation
    • Use an open-ended question
    • Only be offered after their current issue is resolved

    In rare cases, the user’s initial inquiry into the live chat may be too complicated to solve, and you’ll want to offer a meeting or call to address it. For the most part, however, your sales team should do their best to resolve the initial question within the chat itself.

    2) Use Live Chat to Target Purchase Intent

    50% of consumers say that having a live person answer questions in the middle of a purchasing decision is one of the essential features a brand can offer. When you use live chat, especially HubSpot Live Chat, you can basically be right there in the room with your audience and help them with any questions they encounter as they’re doing their research.

    The first step is to identify the critical conversion opportunities on your website, such as:

    • Pricing page
    • FAQs page
    • Customer reviews
    • Case study landing pages

    These are pages on your website that will often be browsed by people who are in the middle to end of their decision-making process. They are comparing pricing options, quotes, or could be looking for reviews and feedback on your services. At this point, they’ve already figured out that they need a service like yours, and they’re trying to see if you’re the right choice for them.

    You can use live chat for sales conversations on each of your lower funnel pages. Some examples of live chat pop-ups include:

    • “Need help choosing the right package for your needs? I’m here to answer your questions!”
    • “Have questions about our pricing options? I’m here to help.”
    • “Looking for a quote? I’ll help you get started on a customized RFQ.”
    • “We have 500 happy customers and counting! How can I delight you today?”
    • “We love helping our customers meet their goals. How can I help you meet yours?”

    3) Use HubSpot Live Chat to Build Lead Profiles

    Research shows that there’s a direct connection between the number of questions a sales rep asks during a discovery conversation and their chances of closing the deal. Using HubSpot live chat for sales allows your reps to ask questions and document their answers directly within the user’s CRM profile.

    The first questions your reps will ask will be contact information such as the user’s name, email address, and phone number. Then, throughout the conversation, they should sprinkle in other questions that can be used to qualify or later nurture the lead.

    Some examples include:

    • Company name
    • Company size
    • Biggest pain points
    • Budget
    • Timeline

    Just as with booking a meeting, these questions should come up organically within the conversation. The user should feel like you’re asking the questions to better help them, not for your own sake.

    Get Started with Live Chat for Sales

    Now that you know some of the live chat best practices, you can share what you’ve learned with your sales team and start growing your leads through this new channel!

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