So, you have a website - as does every other business. You spend time, effort, and perhaps money into directing traffic to your online presence. You use Google Analytics (or Bing Webmaster... or both) to see the traffic results on your website... but exactly who is visiting you? And what do they do on your website? And how do you engage with them?
Above is a screenshot of SalesIQ, with the active visitors to your website. Each ring depicts the stage of lead the visitors are in - the outer rings are at the beginning of the funnel, the more inward the ring, the higher qualified the lead. You can set your own criteria, and switch between view points on the fly. Each visitor gets a unique number. This is related to the computer they are using (you have no other means of identification at this moment - unless you are using Clearbit - more on that later). Once the visitor is identified, SalesIQ automatically recognises the visitor, and you can even see the engagement in CRM - Including lead scoring.
Capturing visitor details
There are three main methods - Clearbit, Signup, and Chat. Let's explore each of them.
Clearbit (www.clearbit.com) provides and optional integration into Zoho SalesIQ. It is great to identify what companies are visiting your website, and get some background information on those companies. Clearbit does not tell you who is visiting - and it does not work for individuals or very small businesses. If you are in a B2C market, or are targeting very small companies as your customer base, then Clearbit may not provide you with the right level of information. However, if you are targeting midsize organisations, Clearbit may be indispensable in your lead generation and sales process.
Signup buttons and forms are a great way to exchange your visitors details for up to date useful information - for instance a newsletter or updates when there is a new blog-post. You can integrate SalesIQ with popular mail campaign applications, such as MailChimp or Zoho Campaign.
Chat is the most interactive and direct way to engage with your website visitors. Your chat box can be animated after a specific trigger (i.e. after 30 seconds the visitor is on the site) to make it stand out. Or you could have an automated chat trigger, initiating a chat session with a standard message. When the visitor engages in a chat with you or your agent, an email is captured to send the chat summary to. Chat is integrated with CRM (Zoho CRM, Salesforce, Hubspot, etc.), as well as support systems (Zoho Desk, Zendesk, etc.).
Internal team or outsourced
You can have website engagement with SalesIQ done via the internal team - for instance your inside sales team, or support team. All chats are routed to the correct agent based on configurable rules - for instance what department (sales or support), or which representative based on the location of the visitor.
Some agents will have better conversion scores than others, and it is vital that insights can be had to which agent provides the highest conversions, and which agent needs some additional coaching or training. It is also possible to monitor the agents whilst on the job for training and coaching purposes.
Reports can be accessed ad-hoc, or can be scheduled for delivery via email.
Enhanced features - voice chat and translation
Typing is great when you have access to a keyboard - but with the expectation that "mobile first" has brought us - we expect to be able to do our work or engage with our suppliers anywhere and on any device. Typing on a mobile phone is not for everyone. Therefore, Zoho recently introduced Voice capabilities to SalesIQ. Especially when dealing with complicated questions or support requests, offering voice to your customers and potentials may make the difference between frustration and engagement in favour of the latter.
For those that are dealing with customers from a wide variety of countries, Zoho SalesIQ allows immediate translation of chats from any language to another. This is done via a native integration with Google Translator. You can now engage with anyone visiting your site in their preferred language (with the limitations of Google Translator - which is getting better by the day).
Want to know more about Zoho SalesIQ, and what it could mean for your business? There are SalesIQ plans suitable for small business, as well as enterprise sized businesses. Are you providing outsourcing services? Add website tracking and engagement as a service to your clients with Zoho SalesIQ. Contact us today to discuss how this could suit your business.