How should an SDR interact with a bot? When to take over the conversation from the bot? What happens when someone gets stuck in the bot conversation?
If someone gets stuck for two minutes, an SDR can take over the conversation. The SDR will most likely never get routed into the conversation – and that’s not good. SDR team leads will go in where people get stuck and try to keep the conversation going with the buyer.
Most SDRs treat chat like a phone call. You feel like if you don’t get a meeting from that one chat, you failed. What really should happen is the best reps will try to get the most number of separate conversations in the shortest amount of time. For example, if you can have at least three conversations in a given month, you might have a higher chance of booking a meeting with that buyer or turning them into a customer that month.
That’s why bot monitoring is important. If you think about conversations with bots like a call, you start and then just hung up, you would follow-up. A phone conversation starts and then ends. Hard to remember everything that was said and quickly jump back in. That’s not the case with bots.
You can always pick back up the conversation thread at a later time. But if you treat it like one of many conversations and keep the conversation going, you could have three conversations in a month.
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