Your Website Chat Has One Job Before It Can Sell Anything

The first chat question should reduce effort, not ask for a life story.

The idea

A visitor often knows the problem but not your service vocabulary. Start with a choice they can answer in seconds. For a home-service business, 'Do you need a quote, a service date, or help with an existing job?' is easier than 'How can we help?' The answer also gives your team useful context for a human follow-up.

Put it into practice

1. List the three most common reasons people contact you.
2. Write each option in the customer's words, not internal department names.
3. Test the opening on a phone and remove any option that needs explanation.

What this looks like

A cleaning company might offer 'Get a price range,' 'Ask about availability,' and 'Change an appointment.' A visitor who chooses pricing can then be asked about the size of the space.

What to measure

Track the share of chats that receive a first reply and the share that reach a useful next step. A large drop after the greeting means the opening is doing too much work.