Qualified Live Streams allow sales reps to watch website visitors arrive on the site and be automatically segmented into predefined buckets in real-time. From there, they can proactively engage with the visitors they care about most.
In this article, we’ll walk you through Qualified Live Streams so you can start creating Leads from your most valuable visitors immediately.
Getting Started
The first screen you see when logged into the Qualified platform is your Qualified Live Stream. Think of this screen as the command center for your website.
Your administrator will set up these views to show you:
- The visitors your business cares about the most
- Those visitors routed directly to you for conversation or proactive engagement
- Visitor segments: The title of the stream indicates the visitor segment.
- Visitor cards: A visitor card represents each visitor in that segment.
Each Live Stream segment will have a dedicated color and will be ordered from highest to lowest priority, left to right, on your screen.
You will only see visitors in a Live Stream if they fit the criteria for that live stream segment and have been routed to you.
Visitor Cards
As visitors arrive on your website, Qualified will automatically sort those visitors into each Live Stream segment and visitor cards will populate underneath each stream. Visitor cards represent a live person on your site who is either ready to engage with your Qualified chatbot or can be proactively engaged by a sales rep.
Visitor card information will include:
- Website activity & bot engagement
- Firmographic information
- Salesforce data
- Routing status
Changing Views
In addition to the Live Stream command center, you can toggle to a list or map view using the buttons located on the top left-hand corner.
Note: Changing views will not disrupt how your visitors are segmented.
Toggle to the list view to see all of your visitors and their information condensed into one segmented column. Visitors will still appear as Live Streams and will be in priority order from top-down in order of importance.
While in the map view, each circle on the map represents a visitor on your website. Hover over the circle to see the visitor card, and click into the card to open Qualified. Here you can start a conversation with the visitor or view their digital body language on the website.
Viewing Idle Visitors
By default you’ll see all active visitors on the website, but there will be times when you’d like to also include idle visitors as well. To view those visitors who are idle and no longer active on your website :
- Select the gear icon in the upper right-hand corner.
- Select "Show idle visitors."
Qualified Pounce
Qualified allows you to proactively engage with your most important visitors. We call this “pouncing.” We find that 6-15% of proactive engagement with visitors leads to conversations and creating more leads. Qualified gives you the best chance for engagement by categorizing your visitors into the segments that mean the most to you and your business.
Use Live Streams and the visitor card preview to determine which visitors are ready for a pounce. Click into their visitor card to see their website activity in real-time.
Use these questions to guide you as a way to proactively engage with visitors:
- Are they actively looking at the site?
- Are they not yet engaged with another sales rep on your team?
- Are they in one of your high intent or important visitor streams?
By looking at the visitor's Live View, active tabs, and digital body language, you’ll gain deep insights about your visitor and their interest in your product. When the time is right, pounce to provide them with a VIP experience on your website.
As you chat with a visitor, you can keep track of other visitors coming to the site, and, in turn, pounce on multiple visitors at once. Open and close the live visitor view to show who is on the site now while you continue your conversation with your current visitor. As you have more conversations, each new conversation will appear as its own tab on the top of your screen.
Routing & Chatting with Visitors
Routing gets the right visitors into the hands of the right sales reps. Qualified routing is extremely flexible so you can route visitors by:
- Target Account information
- Location
- Salesforce data such as Lead, Contact, Account, or Opportunity
When a visitor lands in one of your Live Streams, that means they’ve been routed to you using the routing rules set up by your Qualified Admin. Hover over the pin icon in the visitor card to see the routing details of each visitor.
When a visitor requests to chat with someone, you’ll see their visitor card appear with a countdown giving you around 30 seconds to join the chat before the visitor is sent to the Meeting Booker. Click on the visitor card and select “Start a Conversation” to begin a conversation.
Summary
Live Streams segment your visitors so you can focus on those who are most valuable. Use the information provided in a visitor’s card, the various views, and their digital body language to understand their interest and intent. When the time is right, pounce to open a conversation, and provide your visitors with a VIP experience.