How an objection chatbot answers buyers

Prompt visitors on high-intent pages to ask the question holding them back.

Impact
Medium
Effort
Medium
Updated

An objection chatbot is a proactive chat message that appears on a high-intent page, usually pricing, and asks whether the visitor has questions. Buyers have objections about price, fit and setup, and most never voice them. A short, well-timed prompt invites them to type the question while they are still on the page. It works when someone can answer quickly, or when your bot can answer the common questions correctly.

How to do it

  1. Collect your real objections. Read sales call notes, support tickets and lost-deal reasons. Write down the five questions that come up before purchase, in the customer's words.
  2. Choose the page. Start with the pricing page. GoSquared's help docs say prompts are most effective on high-value pages such as your pricing page.
  3. Pick a trigger. Chat tools such as GoSquared can fire a prompt based on time on page, exit intent or scroll depth. Do not show it on arrival. Wait until the visitor has had time to read.
  4. Write one short, specific message: "Any questions about pricing or which plan fits?" Add two or three quick-reply buttons for the common objections, such as "Is there a free trial?" and "Can I cancel anytime?".
  5. Prepare the answers. Each should be two or three sentences with a link to the relevant page. Route anything the bot cannot answer to a person or an email address.
  6. Limit who sees it. GoSquared prompts only appear to new anonymous visitors who have never messaged you, and you can target by page, referrer and country. Keep customers and returning users out of it.
  7. Read the transcripts weekly. Update the answers, fix the pricing page copy where the same question shows up, and remove buttons nobody clicks.

Examples

  • GoSquared. GoSquared's blog says its Plans and Pricing page is a high-value page, and that when a visitor seems uncertain it shows a prompt from its Sales Engineer. The message checks whether the prospect has any questions and offers a demo call. The post is undated and does not give results.

When it backfires

  • Pop-ups that block the page. Google advises against interstitials that obscure the entire page and recommends small banners that take up only a fraction of the screen. Keep the prompt small.
  • Recording consent. A 2022 Manatt law firm alert reported class actions in California alleging that website chat bots record conversations without consumers' knowledge or consent, under the California Invasion of Privacy Act. It listed open questions, including whether the statutes apply at all, and recommended reviewing your disclosures and consent flow. Tell visitors the chat is recorded, before they type.
  • Bots that guess. A wrong answer about pricing or refunds is worse than silence. Limit the bot to answers you wrote.
  • Prompting too early or too often. A prompt that appears in the first seconds, or on every page, trains visitors to dismiss it.
  • No one replies. If a human is supposed to answer and no one does, turn the prompt off outside working hours.

Questions people ask

What is an objection chatbot? A chat prompt that appears on a page like pricing and invites visitors to ask the question that is holding them back, often with quick replies for common objections.

Which page should have it? Start with pricing, then comparison and signup pages. GoSquared's docs name the pricing page as the best place to start.

Sources

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