Your team is most likely prospecting through a combination of emails, phone calls, and LinkedIn outreach. All three motions require you to wait for someone to respond. They’re passive activities that work (sometimes) but require patience and timing.

That’s where live chat comes in. It gives your team a real-time means of interacting and engaging with prospective buyers.

Introduce live chat to your team by having your best SDRs try it first. This isn’t about changing what they’re doing now. It’s about making what they’re already doing more effective and giving your team more at bats.

Ease your team into the transition. Emphasize that this is another tool in their arsenal, one purpose-built to help them reach their goal – booking more meetings for their account executives.

With live chat, you’re meeting the buyer where they are.

Now that you’ve introduced live chat to your SDR team, we’ll use the Conversational Framework  to explain how these SDRs can have productive live chat conversations

Drift_conversational framework


  • Introduce yourself or welcome site visitors back. Pay attention to your response time. How fast do you respond to the conversation? Best practice is to respond right away with a simple, “Hey, how are you?”
  • How quickly are your SDRs jumping in to the conversation? This should be less than 60 seconds.
  • How responsive are SDRs once they’re in the conversation? This is a live conversation so it should feel like one. Respond back within 30 seconds or less.
  • Pay close attention to how SDRs use information from past conversations to welcome visitors back or to ask more detailed follow-up questions.



  • The most important thing to do when jumping on a live chat is to answer the visitor’s questions directly. Don’t try to schedule a meeting or jump on a call. Answer their questions first. Then ask a follow-up question to see where they are in their buying process.
  • Pay close attention to the number of back and forth messages your SDRs have with buyers. A good conversation should feel like a friendly game of catch. Back and forth.
  • Train your SDRs on what qualifying questions they should ask. And the appropriate number of qualifying questions to ask in order to move the buyer to the next step.
  • Ensure your SDRs are aiming to uncover the deeper “why”.
  • SDRs should be trained to look for mentions of early stage words and questions. Questions like, “What is Drift?” for instance would show that that prospect is in the early stages of their buying journey.
  • SDRs should also be on the lookout for mentions that indicate the buyer is in the evaluation phase. Think of things like a competitor’s name or pricing questions.
  • Pro Tip: Track how many stages of the sales process an SDR gets through during a live chat conversation.



Make sure to always share some type of recommendation during any conversation with a site visitor. Most conversations will include multiple recommendations. The two most common types are sharing some type of content, ideas, or suggestions. And scheduling time to have a call with either the SDR or account executive.


Key things to look out for:

  • Did the person say they agree with your recommendation?
  • Did the person click on the link that was recommended?
  • Pieces of lead information collected (email, phone, name, company)

The conversations your team has with buyers should be useful. Recommendations are a simple and effective way to build trust and add value to a conversation. Make it easy for your SDRs to make recommendations by sharing a one pager of all the things they could recommend based on what the buyer is asking.

It’s obvious that your team can’t always be online to have live conversations. Don’t worry though. Even if your team is offline, you can still use a tool like Drift to book meetings:

  • When someone comes to your site
  • When target personas are live and showing intent

When buyers are on your site, you should always be there to help them have a conversation. Either right now or within the next day.

Here are the tools we recommend you use:

  • Drift Meetings: With Drift Meetings, you can target your best visitors and ABM accounts, welcome them with a personalized message from the right rep, and let them instantly schedule a meeting right from your website.
  • Drift Notifications: Answer site visitor questions in real-time, convert more leads, and start closing more deals.
  • Drift Video: Drift Video is built to make buying easy, allowing you to create and share videos that start conversations.

Drift Video

Drift_Salesforce Integration

  • LinkedIn Sales Navigator: Now SDRs can continue conversations on LinkedIn so they can keep in touch with their best leads.

Drift LinkedIn Sales Navigator Integration

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