Creating a Visitor Experience

An experience is what your visitors will see on your site when Qualified.com appears and as they continue to interact with your Qualified.com app. An experience can be made up of multiple actions, such as a simple greeting, gathering more information about your visitor (qualifying questions), booking a meeting with a rep, or chat.

We recommend creating an experience first for your top 3 most visited pages on your site to get the most value out of Qualified right off the bat. You can then expand and add experiences as you become more comfortable in the building process.

You can easily create an experience from the ground up using our experience builder and fully test the experience before going live on your website. There are 4 steps we'll walk you through here to create your experience:

  1. Engage
  2. Qualify
  3. Route
  4. Test and go live

Before starting, make sure you’ve taken a look at our resources for basic concepts on conversational marketing.

Two Types of Experiences

Automatic Experience

An automatic experience is one that you can trigger without any other action from your visitor on any page of your site. 

Manual Experiences

Manual experiences are those that are triggered by a smart form or button on your site. When a visitor fills out a form, or clicks on a button for purchase, you can then trigger the experience to happen at that moment. You can see learn more in depth on how to create these types of experiences in our Smart Buttons and Smart Forms guides.


Getting Started

To get started you’ll want to browse over to your ‘Experience’ section of the Qualified app. This is where all of your experiences will live. A few things to keep in mind before getting started:

  1. Experiences will trigger in the order that you have them in. For example, the first experience in the list will be triggered first to your visitors and so on.
  2. You can turn on and off an experience easily by toggling the switch next to each experience as shown below. Keep in mind nothing will show on your website until your experience is turned on.
Turning on Experience.
  1. You’ll want to have a good naming scheme so that you can easily identify what your experience does and when it triggers. That way, when you need to go back and edit it you’ll be able to quickly identify which experience it is.

Once in the experience builder, you’ll start first by naming the experience and then determining where the experience will show up and how it will trigger.

Experience Rules.


Engage Your Visitors


Next, create the first node in your experience that will engage your visitor. This is usually a greeting, or a way to catch their attention so that they will be more likely to interact with your bot. A few best practices here to keep in mind:

1. Use an animation or image that the visitor might recognize and click on. Shown below is an example.

Salesforce Astro used in an experience.

2. Acknowledge where the person is coming from, for example the Salesforce Appexchange or a targeted campaign that you’ve recently sent them. For example: “Hey, thanks for coming all the way from the Appexchange! We love Salesforce too.”

3. Ask a relevant question. For example, if your experience is to be shown on the pricing page, create a greeting with language specific for that page.

Pricing page greeting.

Qualify Your Visitors

Once you’ve engaged with your customers, you’ll want to get to know a bit more about who your visitor is and if they are someone you’d like your sales team to know about.

Before you ask any qualifying questions, take a minute to understand what the crucial questions are for your sales team and make a list of questions that your sales team can ask later on once you’ve qualified your visitor. You want to qualify them as quickly as possible, so you’re not wasting their time or yours.

An example of a qualifying question is: How many employees are in your company? Of course, if you have Clearbit Reveal, you’ll already have this information at hand.

Helpful Hint: If you have Clearbit Enrich, you’ll want to focus on your most important questions first to qualify your visitor. Remember, if they give you their company email address Clearbit will then give you first name, last name, and company information.


Route Visitors

Whether you use Salesforce routing rules or have your own routing setup within Qualified you’ll want ensure your qualified visitors are routed to your reps for conversations right away or given the chance to book a meeting if your reps are not available.


You can qualify and route your visitors at any point in their engagement with you, but we recommend to qualify and route once they have answered your qualification questions in your experience. By k this, you'll ensure that your reps are only spending their time with your most qualified visitors.


Qualification and Route node in the experience builder.

Helpful Hint: We have a whole section dedicated to the intricacies of routing that might be helpful when exploring this option.

When you qualify visitors you can do any of the following actions and create actions depending on if you reps are available at the time or not.

  1. Book a Meeting.
  2. Chat live with the visitor.
  3. Call the visitor via the web.

Experience showing meeting booking & live chat options.

Mobile Experiences

Ready to dive into the experience builder and configure some mobile-friendly experiences? Here are some ideas to get started:

  • Condense your messaging: Offer shorter greetings on mobile devices to conserve website real estate.
  • Trigger experiences based on scroll: Add a rule that triggers an experience once your visitor has scrolled 10% down the page, to streamline the website experience.
  • Only show the messenger button: Only show the messenger button, rather than an entire message, so visitors always have the option to engage with your company.

Test and Go Live

Once you've completed putting together your experience, you can test it from start to finish without exposing your visitors to the experience. We recommended testing your experience a few times and finally removing your testing parameters before going live.

Summary 

An experience is what your visitors will see on your site when Qualified.com appears and as they continue to interact with your Qualified.com app. An experience can be made up of multiple actions, such as a simple greeting, gathering more information about your visitor (qualifying questions), booking a meeting with a rep, or chat. We recommend starting with creating an experience for your top 3 pages (meaning top 3 web traffic pages) and work your way down to get the most impact right away. Create automated or manual experiences that route to your reps when your visitors are qualified leads, or have them book a meeting if your reps are offline. And never forget to test your experience fully before going live.


Next Steps

Make your experiences even better by continuing to read some of our other guides:

Sync Prospects to Pardot or Leads to Salesforce

Testing Your Experience

Conversational Marketing Resources

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