With a name like Conversation Starters, it's no wonder why we've been talking a lot about how to have the right conversations on this show. But the reality is that many conversations take place on a website before that human-human phone call, in-person meeting, or video chat takes place.

That's why a contextualized, personalized playbook strategy is so critical to your website experience.

Kris Borja is the Director of Conversational Marketing at Digital Reach Agency - a B2B internet marketing agency built for demand generation. He spends most of his day aligning his clients' goals to a Drift chat strategy.

In this episode, Kris explains why auditing your playbooks is critical to chat success, the playbook myths he's debunked through routine auditing, and he shares' the #1 deliverable that will help you make sure you're having the right conversations with your prospects at the right time.

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You can connect with Sammi on Twitter @sammireinstein and @DriftPodcasts and Kris on LinkedIn.