If your website is your new phone, you need to take an "always on" approach to ensure there's always someone there to pick up when you hear that ring.
But what does this look like for your team? At Qualified, we lean heavily on our tools and have gone through several team structure iterations to identify the most effective selling method.
Like many sales teams, we started by having ALL reps do everything. They were managing chats, pouncing on leads, prospecting, researching… you name, they did it!
However, we soon realized that's A LOT to ask of one person, and it's certainly too much for one person to be always on the platform AND always focused on providing VIP visitors with a personalized experience. So we used what we learned to inform a new structure: specialization.
Due to overtaxed sales reps, Qualified transitioned from a hybrid model to a specialized model, separating sales reps' roles and responsibilities into inbound and outbound reps.
Inbound Reps (ISR)
Inbound Reps or ISRs live primarily on the Qualified platform and focus on ensuring every website visitor has a great experience. What does that look like?
ISRs should answer all inbound chats promptly! Time is critical in this situation. Because think about it, if you call someone and it rings for more than 10 seconds, you probably hang up. The same goes for a chat!
As a sales manager, it's critical to help your sales reps see chat as the new phone. They need to be ready to answer those chats within seconds to show visitors your team cares about providing the real-time interaction we know buyers crave.
ISRs should also be pouncing on website visitors who fit into your company's ideal customer profile (ICP) by using the information in Qualified to craft personalized messages that grab their attention.
Outbound reps spend significant time in tools like Outreach, Groove, and Salesloft, sending personalized outbound messages and driving prospects to your site. When prospects click the links in outbound emails and land on your site, outbound reps are alerted and ready with personalized pounces in Qualified.
But our reps don't work in complete isolation...because teamwork makes the dream work, right?!
Check out our Working as a Team guide to learn how to facilitate this teamwork with your team!
Telling Your Reps the Story
In this guide, learn more about a key component of rep adoption of Qualified.
The Tech Stack
In this guide, see how we think of Qualified as a part of our sales motion and also learn about what other tools we've complemented it with for our inbound team.
Your KPI Considerations
In this guide, hear from our success director Sterling on how you can think about performance metrics for your team.
A Few Fun SPIFFs
In this guide, hear from our Sales Manager Daniel Regis about how he's thought about gamification for the sales team.
Key Performance Indicators at Qualified
In this guide, learn more about Qualified's internal sales team KPIs.
Compensation at Qualified
In this guide, learn the in depth details of how we compensate sales reps at Qualified.
Dedicated or Hybrid - What's the Difference?
In this guide, hear from Qualified's RevOps leader on why we've opted for a dedicated model here at Qualified.
A Day in the Life of My Team
In this guide, hear from Qualified Sales Manager David Yang as he talks through a day in the life of a rep on his team.
What Should You Consider as You Think Staffing?
In this beginner's guide, learn a little bit about what you'll need to consider as you map out your plan to staff Qualified.
Living in the Future: The New Call To Action
In this guide, explore why the classic "let's find a time!" may not always be the right call to action.
Getting Qualified To Stick: An Introduction to Change Management
In this guide, learn how you can help your sales team adopt Qualified by following the principles of Change Management.
Sales Manager Bootcamp: Coaching & Incentivizing Your Team (Full)
Day 3 of 3 at Sales Manager Bootcamp where we explore all things compensation and change management.
Sales Manager Bootcamp: Calculating Your KPIs (Full)
Day 2 of 3 in Sales Manager Bootcamp where we explore how you should think about KPIs and metrics for evaluating your sales team.
Sales Manager Bootcamp: Staffing & Structuring the Team (Full)
Day 1 of 3 for Sales Manager Bootcamp where we explore the best ways to staff and structure your team for Qualified.
Using the Rep Performance Dashboard
In this guide, learn more about how you can get instant insight into your team's performance within Qualified.
Onboarding New Team Members to Qualified
In this guide, learn how to make sure your newest sales reps are set up for success.
Coaching Your Team To Pounce
Learn how to coach and incentivize your team to pounce on prospects.
Compensating Your Sales Team
In this guide, learn how to compensate your sales teams to drive stronger performance in Qualified.
Staffing Qualified Conversations
In this guide, learn tips for developing a live chat staffing strategy with your team.
Working as a Team
In this guide, learn how to break the status-quo and talk to every buyer on your website so they have a great experience.