It can feel daunting to know where to start as a sales rep in Qualified, so let us boil it down: there are two types of actions that reps take in Qualified, either inbound chatting (with the visitors that want to talk to you) and pouncing (outbound chatting to the visitors that you want to have conversations with).
Inbound chats are those visitors that want to chat with you. Perhaps they were pre-qualified by a chatbot experience or clicked a smart button, but they have a question and want to talk to a rep…NOW!
Think of inbound chat like a phone call. If you don’t pick up quickly, the visitor will assume no one is there and bounce. That’s a big bummer, since that could have been your next $1M deal. If you were calling a company, how long would you wait before hanging up? 3 rings? 5 rings? Research shows you only have 10 seconds before a lead loses interest.
If a visitor wants to chat with you, expect to receive alerts in the Qualified browser tab, in the desktop or mobile apps or in Slack or Microsoft Teams. If a visitor is waiting for an inbound chat response, it’s important for you to be there to respond right away! Don’t let them slip away.
When you log into Qualified, you’ll see a number of live stream columns, configured by your Qualified administrator. These are designed specifically for your business with the newest website visitors at the top of each live stream column and the most VIP visitors on the left-most column.
While you could pounce on any visitor, we highly recommend prioritizing certain visitors over others and being as specific and targeted as possible. This will allow you to have the most meaningful conversations and spend your time with the visitors most likely to convert. Expect to get ghosted or ignored quite a few times – but with custom and bespoke pounces, expect to get some great responses from buyers that could be your next customer!
For Qualified Admins reading this guide, you’re probably wondering: how do I ensure that a visitor is routed for inbound chat or for pouncing? When building experience, be sure to add Route for Pounce or Route for Inbound Chat steps to experiences.
Best practice is to start almost all experiences with a Route for Pounce step so that your reps can pounce on all visitors in a certain experience. Note that the Route for Pounce step can follow global routing rules or you can configure it to route visitors on a specific Experience to a specific group of users. When creating a Route for Inbound Chat step, you’ll see Qualified will add a number of steps and branching to allow visitors to book a meeting or receive a message if a rep isn’t able to immediately take that chat before the lead loses interest.
Want to learn more about inbound chat or pouncing? Check out our best practice guides for sales reps or chat with our team below! 👇
Best Practices Masterclass (Full)
In this Halloween edition masterclass, check out Qualified Sales Rep Brent Boyd's tips and tricks for how to succeed in Qualified.
Qualified For Outbound Masterclass (Full)
For customers with Qualified's buying intent signals, learn all about the data you have accessible and the smartest ways to use it.
Play: Not the Right Person to Chat? Transfer It Over!
In this play, see how transferring a chat to another person could be the right move.
Play: Face to Face Qualification
In this play, learn how effective it is to hop on a video call in order to get all of your prospect's questions answered quickly.
Play: The Pricing Page Pounce
In this play, learn why it's crucial to pounce on visitors on the pricing page.
Play: Continue the Conversation- From the Email to the Pounce
In this play, learn how to continue the conversation with a prospect from the email to the pounce seamlessly and without friction.
Play: To Be Seen or To Not Be Seen
In this play, learn how multiple messages when pouncing gets you a better chance at a response.
Play: ABC- Always Be Confirming (the right) Next Steps
In this play, see how you can make sure the next step you take is the right one- all within Qualified's Meeting Booker.
Play: Just Browsing? No Problem!
In this play, learn to meet buyers where they are and see how that gets you further in the long run.
Play: Give Your Visitors a Meme-orable Laugh
In this play, learn how to capture the attention of your visitor by sending a meme.
Play: Waking the Dead 🤯
In this play, check out how to capture the attention of previous warm leads that fell out of reach.
Play: Following the Signals
In this play, learn how Qualified Sales Rep Chris followed the signals and booked a meeting.
Play: Add Multiple People to the Meeting with Qualified
In this play, learn how to add multiple people to a meeting right from Qualified using the Qualified Meeting Booker.
Play: Capture Hearts by Using Location Data
In this play, learn how to really grab your website visitor's attention by pouncing and referencing location data.
An Introduction to Qualified Video
In this guide, get a quick introduction to how you can leverage Qualified Video for chatting with visitors live on your website.
Avoid Wasting Time Sending Emails To People Who Aren't Buying
In this guide, learn how to get the most out of Qualified as an Outbound Sales Rep
Play: Read Minds with Type Ahead and Upgrade to Voice/Video
In this play, learn how to strategically read someone's mind to know when it's time to upgrade to voice/video so you can get that next meeting on the books.
Play: Outbound Strategically
In this play, learn how you as a Sales Rep could use Qualified Signals to prioritize your outbound efforts.
Using Qualified Video Strategically
In this guide, learn how to use Qualified Video to your advantage when chatting live with prospects on your website.
Advanced Conversation Tactics
In this guide, check out our advanced conversations tactics to keep prospects engaged while chatting on your website.
Turning An Anonymous Visitor Into a Best Friend
In this guide, learn how you can turn anonymous buyers into your best friends by delivering a personalized pounce and confirming next steps.
Play: Enhance Your Cold Call with a Website Tour
In this play, learn how to accompany your cold call with a visual- your website!
Shortcuts from the Experts
In this guide, learn about how to enhance your shortcuts to be more effective in conversations.
Pounce Like a Pro
In this guide, learn how up level your pounces to be more personalized and engaging.
Shortcuts to Get You Started
In this guide, get some ideas for shortcuts that everyone needs to get started with chatting in Qualified.
How To Avoid The Face Palm Pounce
In this guide, learn how to avoid pouncing without capturing the right information (AKA that dreadful Face Palm Pounce.)
Importance of Being Available
In this guide, learn why it's crucial to set yourself as available when you're able to take a chat and unavailable when you've stepped away.
Play: The 1-2 Punch Outbound Click Thru
In this play, learn how to greet your target outbound visitors the moment they arrive on the website with the right context.
Play: Keep Salesforce Accurate without Switching Tabs
In this play, learn how to keep your Salesforce records up to date without ever leaving Qualified.
Play: Up-leveling your Humanness with your job title
In this play, learn how to creatively use job title in Qualified to drive visitor engagement.
Conversational Writing Best Practices
In this guide, learn five tips to help you be more conversational and initiate productive sales conversations with your buyers.
Qualified Overview Guide
In this guide, learn about Qualified, conversational sales and marketing and about how to prepare for sales training.
Sales Rep Setup Guide
In this guide, learn how sales reps can set up their accounts and get started with Qualified.
Qualified Voice & Meetings
In this guide, learn how to use Qualified Voice and Meetings to build rapport faster and help you crush your quota.
Shortcuts and Alerts
In this guide, learn how to use personal and team shortcuts in Qualified as well as in-app, Slack or MS Teams alerts to discover new leads faster.
Using the Live Stream
In this guide, learn how to use the live stream to chat with visitors and find helpful details to better inform your conversations.
In this guide, learn how to "pounce", or outbound chat on VIP visitors arriving on your website.