Your Sales team is the key to making sure your company gets the most value out of AppExchange Chat. Your Qualified Consultant will invite all Sales reps to your team account and set up a time for training to ensure your team is set up for success. You'll want to make sure that each team member who will be using AppExchange Chat attends a sales training, use this guide as a supplement alongside the training to get your sales team started and setup for success.
In this guide we'll walk you through the set up steps for:
We'll then go over how to use AppExchange chat including:
Before you connect with visitors, it's important to set up your profile to find those settings:
Next, you'll want to:
Next, set up your calendar to allow for leads to book meetings with you while on your AppExchange listing.
Once your calendar is connected this will allow Qualified to:
To access your calendar settings:
After establishing the connection:
Minimum Meeting Notice: This allows a duration of time to give notice between when the meeting booker is shown and when a visitor can booked the meeting. For example, if a visitor is shown the meeting booker at 1pm you can ask that the next available meeting is at least 30 minutes out at 1:30pm.
Buffer Between Meetings: This buffer allows for you to take a quick break between calls so your meetings are not booked back to back.
Connect AppExchange Chat to Salesforce to sync the Leads you create and associate them with your Salesforce User.
Your last setup task will be to connect AppExchange Chat to your Slack or Microsoft Teams account.
Individual Connection: This connection gives Qualified your Slack or Teams user ID. This will allow AppExchange Chat to know who to send direct messages to.
Once your profile is set up it's time to learn how to use AppExchange Chat to engage with the visitors on your listing, create leads, and view your most valuable traffic.
Before you begin to use AppExchange Chat you’ll want to orient yourself to some of the features of the console that you’ll be using.
World view will display a birds eye view of all visitors on your listing and where they are physically located. Use this view to hover over the dots to see each visitors details.
Click on the card when you are hovering over the dot on the map to start a conversation or see the visitor activity on the website.
Clicking on a visitor will allow you to see their activity on your listing including: scrolling, hovering, and highlighting or selecting words.
After clicking into a visitor the console changes to show the Salesforce sidebar on the right hand side of the screen. This sidebar will give you all of the information AppExchange Chat knows about the visitor.
If a visitor is a Lead or Contact in Salesforce, you’ll also see that indicated by the orange (Lead) or purple (Contact) Salesforce icons above their name as shown below.
Scroll down the sidebar too see:
To show the meeting booker just click on the calendar option on the upper left hand corner while in the messenger and having a conversation with a visitor. You can select to show your calendar or anyone else’s on your team.
As a sales rep using AppExchange Chat, the best time to initiate a voice call is when you're already engaged with a prospect via chat.
Initiating a voice call is simple, you can easily initiate a voice call by clicking on the phone icon right at the top of the chat session window. Prior to initiating the call it's a good idea to chat a message like "calling you now..."
A prospect has two ways of joining the call that you initiated. They can join via web, which will connect the call right through the microphone and speakers on their computer, or they can join via phone which will place a call to the phone number they enter into the messenger.
Now that you know how to book a meeting and have a phone call via AppExchange Chat, it's time to learn how to create a Lead in Salesforce.
Most of the time AppExchange Chat will automatically sync your visitors into Salesforce as Leads, but there are times when you proactively engage with visitors that you'll want to sync the Lead yourself.
When you are engaged in chat you'll use the sidebar to update and add information about your visitor as you learn information about them. You'll also see the option to sync the Lead directly into Salesforce as shown below.
You're all set and ready to start generating new Leads! Now, the very first thing you'll want to do every day is to set yourself to Available for incoming chats from qualified visitors.
To set yourself as Available:
You will only be set to 'Unavailable' if you: log off Qualified, shut your laptop screen, close your browser, or if you are disconnected from your internet connection. Make sure to keep Qualified open as a tab in your browser to receive all your alerts and set yourself back to available as soon as you come back online.
Getting set up as a user in AppExchange Chat is a simple process with three main steps you'll want to take: set up your profile, connect your calendar, and connect to Salesforce. Once that's done, all you'll need to do is set yourself as Available for chat and you're ready to go to engage with prospects!
Continue in your education with AppExchange Chat: