Pouncing is amazing, right?
Sales reps are able to have a proactive conversation the moment their target accounts arrive on the site even before prospects engage with the Qualified chatbot! This means that as visitors scroll on the website, a rep can begin a conversation with them based on what they’re looking at and instantly answer all of their questions to determine if the product/solution might be right for them.
The ability to proactively start a conversation is a huge benefit to Qualified. It’s important to keep it to normal everyday lingo but in doing that, sometimes we expect a normal everyday response rate.
Let me explain.
If you’re texting a friend, you probably expect a reply 100% of the time. Chatting on Qualified is pretty similar to texting–it should be casual, on brand, 1:1 communication that we hope allows prospects to connect with us and our brand. Even though that’s exactly the type of conversation flow we want, the response rates aren’t going to look like texting.
A great response rate for pouncing is around 10%, which is much higher than email outreach or cold calling, but a lot less than texting with your friends. Keep this in mind as you’re coaching your reps to pounce.
Sales Managers here at Qualified look at two things when it comes to pouncing. How many times are sales reps pouncing and how many times do website visitors respond to those pounces. When you’re getting your team started out and set up on Qualified–-try and have your sales team aim for a 7% conversion rate.
To get there, this means two things: reps should be pouncing a lot and being creative with their outreach in order to get a reply. In this industry we’re incredibly creative with our outbound emails–why not with our chats too?!
Quick math here: a 7% conversion rate means reps should pounce 100 times to see 7 replies. Thinking through that, after pouncing 30 times with no reply (statistically speaking, it could happen) your reps may feel discouraged. If this comes up, try these:
Highlight great pounces
Have a Slack/Teams channel? Celebrate wins and share success by posting there! Not only is it instant feedback for your rep that pounced, but it’s also inspiration for the rest of the team!
Refer Your Reps To Pouncing Help Guides
Did you know that Qualified has best practice guidance on Qualified University? Check out our pouncing best practice guides here: Pouncing Fundamentals & Pounce Like a Pro. We also have a Sales Rep course that every sales rep should take advantage of!
Run a SPIFF For the Month
Sales SPIFFs are great to motivate your team, but make sure you’re compensating and rewarding your team for metrics that optimize your team’s use of Qualified- like answering all inbound chat requests during normal business hours, having a certain pounce rate conversion %, or pouncing on 100% of a specific stream (e.g., Paid Advertising).
If your reps are feeling a little unsure about how to start conversations, we have a few faves that help our own reps get some engagement from visitors.
- Human here! 👋 Human there?
- I see you hopping around pages… can I help you find what you’re looking for?
- Hey there, Happy Friday! We did it 🙌
- Not ready to chat, that’s ok! If you change your mind, I’ll be down here👇
- Not looking to chat with a bot? Good thing I’m human! 💁♀️
Still looking for more ideas? Try chatting with our team right on the site, they're the original Pounce Pros!
For more helpful tips and best practices, head on over the Qualified.com/University.
Dive into how our Success team approaches Executive Strategic Reviews in order to keep everyone on our customer's teams aligned and moving in the same direction for stronger programs.
Meet QSA Cassie Dodd, a former Qualified customer, who now brings a decade of marketing experience to our customers through her implementation and success strategies.
Take a deep dive into Qualified with our QSA Brittany, former Marketing Ops Manager turned Qualified expert.
As a sales leader, you are tasked with connecting the dots between your initiatives and your team–learn how to achieve more quarter-over-quarter by refreshing your Qualified Org.
As a Qualified Admin, you have a hands-on view of your Qualified org. Learn 3 key ways to refresh Qualified and step into your role as a power-user.
As an executive, you may not have a hands-on view of your Qualified org. Learn 3 key ways to refresh Qualified and empower your teams.
Learn how our Qualified Success Architect, Kevin, empowers his customers to level-up their Admin skills so they can work together to focus on the bigger pipeline picture.
We are excited to announce Qualified’s New MVP Customer Program will launch in January 2023!
Discover how we can help you convert more prospects into pipeline–right from your website.