General

  • Create a chat per page, to personalize the journey
  • Use chat launcher to attract more leads, after 4-5 seconds
  • Leverage meeting scheduler to book meetings for your reps directly from the chat
  • Use Assignment Preferences to assign leads with the right rep based on collected info
  • Follow up over email with dropped off leads. Check out the Chat Widget settings to adjust settings, specifically, the expiration time (meaning, after how many hours we would follow up over email)
  • Create an interactive short flow, leverage buttons instead of free text

Messaging

  • Try different phrases to see what works better
  • It’s preferred to ask for their intent prior to collecting information
  • Keep the flow short and concise, consider using light tone, rather than formal one (emojis might be welcomed :) )
  • When collecting info, email should be the first thing, in case they’ll drop off (so you could follow up over email)

Active Chat

  • Use active chat to respond quickly to your contacts

Sequence Settings

  • Choose reps that should be assigned to the chat. In case all reps are relevant - keep blank for easier future setup with new reps

General tips & tricks

  • Leverage the Not Interested template, to reflect your differentiation in the market as the last opportunity to engage with the contact

Crafting the Flow

A few things to keep in mind while creating the chat flow:

  • Though it's tempting to ask many questions, keep it a short as possible to decrease the drop-off rate
  • Think what are the must-haves you need in order to set a meeting. Email & location might be a must, when Company Name and Name aren’t necessarily as you have the info via the email. Plus, you can activate the option to collect work emails only.
  • Do you have qualification criteria? use buttons to qualify & disqualify
  • Prioritize buttons over free text (When collecting number of employees for example)
  • Relevant especially for number - present number ranges via buttons rather than asking for a specific number
  • Not all visitors are ready to meet. Some are in the educational phase where they’re looking for information. Offer a flow with information, case study, or link to the resources page

Anything else that you think worth mentioning? Share with us at support@exceed.ai

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