Conversational Framework

Here’s the Conversational Framework we developed while I was at Drift. 

It's three parts: 1) Engage 2) Understand 3) Recommend

You can use it in all sorts of ways to create a more people-first experience. It's a simple way to infuse a bit more personalization into the customer experience. 

I’m talking things like your website, sales process, customer onboarding, and even support calls. 

Here's one example of how to use the framework to create a more people-first website experience.

1) Proactively ENGAGE website visitors, drive webinar registrations, encourage content downloads, and engage sales prospects with personalized, proactive messaging. This experience can be a “fast lane” to a phone conversation or an online meeting with quick and easy scheduling, a direct line to live chat with a sales rep, or a bot-facilitated conversation.

2) Quickly UNDERSTAND buyer needs through one-to-one conversations to determine buyer intent and qualification. This can be facilitated by AI-based chatbots and/or human salespeople in a live chat interaction.

3) Appropriately RECOMMEND actions and next steps to buyers and customers through one-to-one conversations at all stages of your marketing and sales funnel and, most importantly, the buyer’s journey.

It's similar to LAER—Listen, Acknowledge, Explore, Respond—which is an objection handling framework.