Qualified Overview Guide
In this guide, learn about Qualified, conversational sales and marketing and about how to prepare for sales training.
Looking to get started as a Qualified Sales Rep? This guide is the first step towards getting up and running on Qualified and preparing for your Qualified Sales Rep certification.
After this guide, you’ll be able to:
- Describe what Qualified is and how it works
- Articulate the basics of conversational sales and marketing
- Recognize the Qualified live streams and know how to view visitors
- Explain the difference between pouncing and inbound chat
- Create your account and prepare for sales training
What is Qualified?
Think about the last time you walked into a clothing store. If it was a good shopping experience, you may have been greeted by a sales representative when you walked in: “Hi! Anything I can help you with?”
Perhaps after shopping a bit, the representative offered you a fitting room, recommended a complementary outfit, or offered to look in the stock room for a specific size or style. The representative was focused on making it a good experience for you.
B2B companies don’t often have a physical storefront where their reps can greet visitors, but they do have a website. Qualified facilitates immediate conversations between businesses and buyers on their website. In particular, it allows for personalized experiences, much like you have as a consumer with Amazon, Netflix or Apple.
Unlike others, Qualified is the conversational sales and marketing platform that runs natively on the Salesforce platform. If you’re a sales rep working in Salesforce, Qualified is purpose-built for you. It uses information in Salesforce, information from Reverse IP or Enrichment tools and information from your other connected tools to help you talk to customers.
Qualified traverses all of your data systems in milliseconds to form a complete profile of every visitor on your site, pulling in information from Salesforce, from Sales Engagement tools, ABM platforms, marketing automation platforms and more -- into a Qualified Visitor 360.
Qualified can also use Salesforce to intelligently alert and route visitors to specific sales reps, so you can engage buyers in real time. Finally, since we don’t work around the clock and we do take vacations - you can use chatbots to scale by engaging, qualifying and capturing leads when sales reps aren’t available to take that chat. But an experience with a human visitor will always be stronger than an experience with just a chatbot.
What’s Conversational Sales and Marketing?
As a sales rep, you’re probably thinking: “I don’t have the time to talk to everyone on our site.” Conversational sales and marketing isn’t about talking to everyone -- it’s about talking to the buyers that you want to sell to most, the qualified buyers.
Qualified allows salespeople to be alerted when those qualified buyers arrive on the site, to know and see everything they do on your site and to engage in a real-time sales conversation.
By the way -- have you ever called a company and waited as the phone rang...and rang...and rang, until you eventually hung up? Qualified is focused on real-time sales conversations - in fact, sales reps are 100x more likely to have a conversation if they can get to a visitor within 5 minutes and 20x to generate a qualified lead when you have a conversation within those 5 minutes.
What do I do in Qualified?
When Qualified is ready for you to use, you’ll receive an email from firstname.lastname@example.org with an invite to join your company on Qualified. After setting your password, you’ll be at the Qualified home screen.
In the top left, you’ll see icons that allow you to switch between the different live stream views: map view, list view and the card view, which is the most popular way to use Qualified.
In the bottom left, you’ll see an alarm bell to view your notifications, your profile picture and a gear icon for settings. You’ll use these buttons to toggle your availability, alerts, configure your profile, upload your picture and connect your calendar, Salesforce and Slack.
In the top right, you’ll see other team members using Qualified that are currently marked as available for conversation.
In the Qualified card view, you’ll see all the visitors that have been routed to you for conversation. This may or may not include all of the visitors on your company’s website.
Visitors are segmented into different live streams, custom configured for your company and matching the terminology you use internally to segment traffic. Your highest-priority visitors will be on the far left and most recent visitors on the top.
Note that you can toggle to show only visitors routed to you actively browsing your site, or those that are also idle (your website is open in a browser tab with no activity).
The visitor cards you see have been configured specifically for your company to show some of the data known about this visitor. At a glance, you can see their activity. Use this data to make a judgment call about pouncing.
When you click into a visitor card, you’ll see three columns: the Visitor 360, Live View and the conversation panel.
The Visitor 360 panel shows everything known about this visitor and the company they work for, along with data from your internal systems, like Salesforce. We’ll get into more info about what types of detail appear and how to use it in a conversation during sales training.
Live View shows you exactly what the visitor is doing on your site in real-time, along with a timeline of their browsing activity on your site. Think of it like being in a Zoom meeting with the visitor on your site.
Finally, you can start a conversation with a visitor by clicking on the purple “Start a Conversation” button at the top of the conversation panel. You’ll have the ability to chat instantly, place voice calls, and offer meetings when in a conversation.
Pouncing and Inbound Chat
Qualified sales representatives can interact with potential buyers on their website in one of two ways: inbound chat or pouncing (also known as out-bounding). More information about each of these can be found in the guides linked above, but we’ll go over a short description of each here.
Visitors to your website likely fall into one of two categories: visitors who want to have conversations with you (inbound chat) or visitors who you want to have conversations with (outbound chat via “pouncing”).
For an inbound visitor, they may be routed to you via a chatbot that has asked qualification questions (such as email address) or may have met specific criteria and your administrator has determined that they should be routed for inbound chat. Sometimes, they may have simply clicked a “Contact Us” button. Routing rules configured by your administrator determine which rep or reps should field this inbound request. Depending on your system configuration, you may receive a Slack, Microsoft Teams or alert in your browser or the Qualified desktop app.
Sales reps using Qualified can be most impactful when they outbound chat, or what we call “pouncing”. By pouncing on website visitors, you’ll get more leads and more meetings, faster. By reaching out to visitors proactively and using information from the Visitor 360 or Live View, you can have a specific and targeted conversation, providing them with access to the information they need before they leave your website.
It takes some time to perfect the perfect pounce that gets a response and to hold discovery over chat or voice call. We’ll get into more about the art of pouncing during our sales training.
Getting Ready for Sales Training
We’re so excited to start sales training with you and your team. By reading (or hey, even skimming) this guide, you’re already ahead of the curve. To ensure you’re set up for success before our team leads training, we highly recommend completing the seven steps below:
- Set Up Your Profile
- Connect Your Calendar (Google or Outlook)
- Add You Personal Meeting Invite Link (i.e., Zoom)
- Set Your Meeting Availability
- Connect to Salesforce and Slack or Microsoft Teams
- Allow Browser Notifications
- Download Desktop and Mobile Apps
1. Set Up Your Profile
To start configuring your profile, click on the icon on the bottom left hand side of your screen and select ‘Settings’ as shown below:
Once in your profile, you’ll want to add a few key things:
Profile Picture: Adding a photo makes you more human and appears in your chats with visitors. Visitors will engage more if they know you’re not a bot. We highly recommend a professional headshot.
Job Title: Some reps have placed ‘human’ as their job title to show visitors when they are speaking to a bot vs. human but feel free to place your real job title here. It will also appear in your chats.
Phone Number: Enter your phone number if you'd like to forward calls from the app to your own cell phone or other telephony system. (Qualified will never display your personal phone number to visitors).
Time Zone: Make sure your time zone is correct, so that Qualified can book meetings in the correct time zone for you.
2. Set Up Your Profile
Next, you’ll want to connect your calendar to Qualified. By doing this, Qualified will be able to see free time on your calendar and allow website visitors to schedule time with you. Nothing converts a prospect to a buyer like a meeting with a real person, so this is critical!
To do this, connect your calendar to Qualified by navigating to Settings > Calendar, and then select the calendar you use at your company. More information can be found in the Using Google Calendar or Using Microsoft Calendar articles in Qualified University.
3. Add your personal meeting invite link
After connecting your calendar, you’ll see a text area under “Confirmation email”. This is the text included in any calendar invites sent to visitors that book a meeting on your calendar. In order for you to connect and have a virtual meeting, you’ll need to add your personal meeting link where you see [PASTE YOUR MEETING LINK HERE].
Does your company use Zoom? We highly recommend using the Zoom personal room, a permanent link to a meeting room specific to your account. Since this link always stays the same, it’s convenient to share with others for quick sales meetings. To find this, log in to Zoom.us, click 'Personal Meeting Room' in the top navigation, copy your join URL (which will look like https://us02web.zoom.us/12345567) and add it to the “Confirmation email” area of the Qualified calendar settings.
4. Set Your Meeting Availability
Below the “Confirmation email” area, you’ll find “Set your availability”, “Minimum meeting notice” and “Buffer between meetings”.
Minimum Meeting Notice: This tells Qualified to not let visitors book a meeting right away while they are on the site, but rather to give you some notice ahead of time before allowing them to book. For example, if a visitor is shown the meeting booker at 1:00pm, you can configure Qualified so 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 that you can grab some water, or prepare for your next meeting.
5. Connect to Salesforce and Slack or Microsoft Teams
As a sales rep, you likely work pretty heavily in Salesforce and in your company’s collaboration tool. Let Qualified help you, by connecting to Salesforce so it can sync data and create Leads on your behalf.
Navigate to Settings > Salesforce > Connection in your account on the left hand side of your screen, and click the blue “Connect to Salesforce” button. Login using your regular Salesforce credentials.
You’ll also want to connect to either Slack or Microsoft Teams so you receive alerts and notifications when VIP visitors arrive to your company’s site. Be sure to click Slack → Connection or Team → Connection and click the button to sign into either Slack or Microsoft Teams.
6. Enable Browser Notifications
You’ve almost made it -- by default, your browser may be set to block all website notifications (including those from Qualified!). You’ll want to enable these to ensure you’re alerted when a visitor has been routed to you. In Chrome and other browsers such as Mozilla Firefox, you can click on the lock icon in the URL bar to make sure you have notifications allowed.
7. Download Desktop and Mobile Apps
You're almost done. We highly recommend that all users download the Qualified Desktop and Qualified Mobile apps. This will allow you to receive notifications when you're on the go and ensure that you never miss a single visitor.
The Qualified Desktop app can be downloaded for Mac here and for Windows here. More information can be found in the Qualified Desktop app article.
Qualified Mobile is available for both Apple and Android devices and can be found in both the Apple App Store or in the Google Play store. More information can be found by searching Qualified University or by reviewing our Qualified Mobile Overview article.
All right. All seven steps completed? Congrats! You’re ready for Qualified Sales Training. Get ready to learn how to use Qualified to build pipeline and crush quota! See you there!
Still Have Questions?
If you have any questions, feel free to chat with us using the Qualified app on this page or reach out to the Qualified technical support team.
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.
Using Qualified As A Sales Rep: Inbound Chat vs Pouncing
In this guide, learn about the two actions that sales reps take in Qualified Conversations: Inbound Chat and Pouncing.
Conversational Writing Best Practices
In this guide, learn five tips to help you be more conversational and initiate productive sales conversations with your buyers.
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.