Understand Sales Skills
Overview
Sales Skills leverage Rep's behavioral AI to identify disengaged customers and proactively approach them with shopping assistance before they leave, boosting conversion rates.
Note: All Rep plans include product recommendation capabilities, meaning the AI can suggest relevant items in response to shopper questions during a conversation. The Sales Skills feature refers specifically to Rep’s ability to proactively engage shoppers before they open the widget or start a chat.
If your plan currently only includes Support Skills, you can learn how to add Sales Skills to your plan by visiting the following Rep help center article: Upgrade or downgrade your plan - Section: Add sales or support skills
Navigate to Sales Skills
To view the Sales Skills:
- Log into the Rep Console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to AI Training > Sales Skills.
Types of Sales Skills
On the Sales Skills page, you’ll see a variety of Sales Skills targeting different steps in the shopping experience.
Convert a disengaged returning customer on the homepage: Re-engage past shoppers by showcasing personalized items or helping with their post-purchase needs.
Convert a disengaged shopper after viewing cart: Nudge cart abandoners to complete their purchase or discover complementary products.
Convert a disengaged shopper on a collection page: Recommend trending or relevant products within the collection to boost engagement.
Convert a disengaged shopper on a product page: Encourage shoppers to add products to their cart or explore similar options.
Convert a disengaged shopper on the homepage (new visitor): Welcome new visitors with tailored product recommendations.
Convert a disengaged shopper on the homepage (returning visitor): Reignite returning shoppers’ interest with personalized product suggestions.
Convert a shopper on an out-of-stock product page: Keep shoppers engaged by recommending similar items when products are unavailable.
Convert from all other pages: Convert indecisive visitors into buyers with smart product suggestions anywhere on your site.
Upsell after add-to-cart: Boost order value by recommending complementary products after adding items to the cart.
Convert abandoned carts: Rescue abandoned carts by using your AI to offer discounts to returning visitors with items in their carts.
Each sales skill functions as an individual feature. As such, you can enable or disable any individual skills according to your preferences.
Additionally, you can configure specific settings for each skill. For example, you may want your AI to be more aggressive when approaching disengaged customers on product pages than collection pages.
Keep reading below to learn more about configuring the Sales Skills settings.
Configure Sales Skills
Activate Sales Skills
You can enable or disable any of the Sales Skills at any time.
- In the left-hand menu, navigate to AI training > Sales Skills.
- Find the skill you want to activate.
- Toggle the skill ON
Adjust the AI's eagerness
The Eagerness setting determines how proactively Rep will engage visitors. The higher the eagerness level, the more likely Rep will approach shoppers even if Rep isn’t entirely sure the shoppers are disengaged.
By default, the Eagerness level is automatically AI-Optimized based on the AI's analysis of shopper behavior. However, you can switch to Custom to adjust the eagerness level manually.
Provide the AI with detailed instructions for approaching shoppers
Rep's AI is trained on each sales skill scenario and uses available shopper behavior data to craft an opening line for each unique shopper for maximum engagement. To complement this, the Additional AI instructions tool lets you customize Rep's approaches with specific instructions.
In the Additional AI Instructions field, you can include precise details and data points in your instructions.
Here are some ideas of data you can have Rep reference:
- Shopper's location
- Shopper's purchase history
- Shopper's cart contents
- Shopper's location
- Device type (desktop vs mobile)
- New visitor vs returning shopper
- Shopper's name (for returning shoppers)
Examples of customized instructions
International Shipping:
"IF AND ONLY IF you detect the shopper's location is outside of the United States, YOU MUST ALWAYS let them know in your greeting message that we now ship internationally."
Address shoppers by name:
"When greeting shoppers, ALWAYS call them by their name if you know it"
New collection launch:
ALWAYS mention that our New Arrivals just dropped and invite shoppers to check them out today.
Holiday greetings:
ALWAYS greet shoppers with holiday greetings and add holiday-themed emojis based on their location.
Upsell to meet/exceed free shipping threshold:
If the shopper hasn’t reached the free shipping threshold of $X, suggest they can get there by adding one of the suggested complementary products to their cart.
Preview Sales Skills
You can view a simulated example of Rep's proactive approach for each Sales Skill using the Preview feature.
To preview a sales skill:
- In the left-hand menu, navigate to AI training > Sales Skills.
- Find the skill you want to preview.
- Click the Settings icon to open the skill.
- If applicable, make any changes to the skill settings.
- Click the Preview button in the lower left corner.
Clicking Preview opens a new browser tab with one of your website pages. After a few seconds, Rep will approach you with a message based on your AI Instructions.
Need help or advice? Reach out to us at: support@hellorep.ai