The power of conversational sales and marketing is not in talking to each visitor to your website, but in chatting with the visitors you want to talk to – the Qualified buyers. That said, you likely have all sorts of website visitors including current customers looking for support with your products. You likely don’t want your sales teams speaking with these customers looking for support - but how can you ensure they get what they need and have a great experience while doing so?
For some companies with a large amount of web traffic, over half of chats could be related to support inquiries. That said, many customers experience this and require support deflection experiences or experience blocks.
Not sure where to start? Connect with your Qualified Success Architect to determine what’s right for your company and for how you go-to-market. As a best practice, we can recommend a few solutions:
Identify existing customers and provide a unique experience targeted to their needs.
We highly recommend taking the time to build a bespoke experience that identifies existing customers based on an attribute on their Contact record. By providing them with a unique experience tailored to them, not only can you deflect support cases by routing to a support team, creating a case or redirecting them elsewhere – you can also provide them with relevant content, information about a product they don’t already own or recommend a potential upsell opportunity.
Offer all visitors a call to action (CTA) with a choice that branches to offer them an option to leave a message for the support staff or to contact them outside of Qualified.
This is a common support-deflection experience. By offering them the chance to leave a message immediately for the support team; they can provide information and, together with the information known about them as a website visitor, your support team will have everything they need to quickly and accurately respond to their inquiries.
Build a support deflection after an email has been collected and -- if the web visitor is confirmed as a current customer -- provide them with a specific support experience.
Finally, as we recommend for all experiences - the e-mail address is key and allows a visitor’s entire profile to be enriched. By collecting email first for all visitors - and then - routing current customers to a bespoke experience, you’re likely to gather more information about all visitors and ensure support inquiries are appropriately deflected.
Again, these are just some of the best practices we’ve seen for Qualified customers. Your Qualified Success Architect can partner with you to make the right choice for your business and help build a support deflection that provides the visitor with the appropriate resources without burdening your sales rep team.
ADMIN 101 Masterclass (Full)
In this masterclass, see how to tackle 3 common scenarios as you're getting started.
Adding and Removing Users from Routing
In this guide, learn how to keep Qualified users up to date with your changing team by adding and removing users from Routing.
Building a Barometer Questionnaire
In this guide, learn how to design creative experiences that drive conversations.
Building the Resource Concierge
Learn how to build an experience that recommends helpful content on your site and accelerates the buyer's journey down the funnel.
Using the Boomerang
Learn how to use the Boomerang to catch buyers from closed/lost opportunities and revive sales conversations in real time.
Preparing the 1-2 Punch for Sales and Marketing
Learn how to configure the 1-2 Punch for Sales or the 1-2 Punch for Marketing as part of the Qualified Conversations playbook.
Building Smart Buttons
Learn how to build a smart button experience, changing your CTA from static to bespoke!
Building the Form Companion
Learn how to build the Form Companion experience to give qualified buyers a chance to skip the line and help them connect with a sales rep in real time.
Building the ABM Red Carpet
Learn how to build the ABM Red Carpet and notify your account teams when your target account arrives on the site.
Building the Open Opportunity Fastlane
Learn how to build the Open Opportunity Fastlane and keep your deal momentum going!
Building the Pricing Page Expert
Learn how to build the Pricing Page Expert experience, instantly notifying your team when a visitor is on the pricing page.
Building the Homepage Tour Guide
Learn how to build the Homepage Tour Guide, an experience that serves as the entry point for your unknown website visitors.
A Full Guide to All of The Shortcuts You'll Want
In this guide, learn which shortcuts you should add for your team to use for quicker responses and more focused pipeline generation.
Play: Access Shortcut Groups by Using a Naming Convention
In this play, learn how to group together clusters of shortcuts so that reps can easily access different topics by typing a few letters.
What is Conversational ABM?
In this guide, learn about conversational account-based marketing and how it can help your buyers get answers faster.
Experience Building Best Practices
In this guide, learn all about experiences, branching, and some best practices from the Qualified Success team!
Conversational Content Best Practices
In this guide, learn how to recommend content to your website visitors as they navigate the site, using Qualified Conversations.
Segment Building Best Practices
In this guide, learn about best practice segments and live streams to create as part of implementing Qualified Conversations.