Home > Guide Bot Recipe: Sales Qualification Questions

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(Last Updated On: January 23, 2020)

This article describes a single “recipe” for using our Guide Bot. Each recipe is a strategic guide for deploying the Guide Bot.  Please refer to our Guide Bot Introduction and the Guide Bot Configuration Guide for more general information. This recipe assumes basic familiarity with SnapEngage configuration and setup (widgets, agents, design studio, etc). You may need to refer to other support pages for help on these topics.

This recipe will work for SnapEngage accounts of type “Professional” or “Enterprise“. Legacy plans and the “Essentials” plan do not have Bots. Please chat with us to learn about plan options.

The Scenario

Most sales teams have one or two key questions that they would like to ask a prospect to understand their readiness to buy, or some other qualification. In addition to learning more about the customer intent, knowing this information might also be used to hand the lead to the right sales team. For example: your company might have 3 products or offerings. Suppose “Small Potatoes” and “Boring Beans” are small business products, managed by your SMB sales team. “Tough Tomatoes” is an enterprise product and has its own dedicated sales team.

Your company wants to proactively engage customers on its website, and then find out which product the customer might be interested in. Based on the customer’s interest, the customer should be sent to either the SMB or enterprise sales teams.

Note: you may have some sales agents who work across both teams. That is okay, this recipe can handle such a scenario.

Ingredients

To handle the simplest version of this scenario, you will use the following ingredients:

Solution Overview

This recipe will take incoming chats (both reactive and proactive), ask your visitor which product they are interested in, and then route the chat to the right sales team.

Your default sales widget will contain two Guide Bots. This will include one “general” Guide Bot to handle reactive chats, and general proactive chats. One additional Guide Bot will be used for a highly targeted, contextual sales message. Based on the visitor’s selection, the Guide Bot will route the chat to one of your sales teams, which have their own widgets (one for each team).

If you are sending your chats to an integration (helpdesk, CRM), you can dispose of each in a different way depending on the type of question that was asked. Or, you could even send them to different integrations. Please note that this recipe describes the simplest approach to the scenario. There are many ways you could refine it. See “Improving the Recipe” below for details.

Setup Directions

Step 1: Base Sales Widget

First, if you don’t already have one, you will want to create a new sales widget or repurpose an existing one. This widget will be the one you embed in your site or application, and it will determine the initial experience your visitors have when they encounter chat. This widget will contain your Guide Bots, and determine how those bots interact with your site.

Note: This recipe will cover the widget configuration options specific to this recipe. There are many additional configuration options that are part of setting up a SnapEngage widget and they are covered elsewhere.

If you already have a sales widget set up and installed, you can repurpose that one as your base sales widget. However, you will need to move your live human agents into your Sales Team Widgets (described in Step 2).

Step 2: Sales Team Widgets

In step 2, create a new widget to contain each of your specialized sales teams. In our example for this recipe, we will have the following three specialized sales widgets:

  • Sales SMB
  • Sales Enterprise

Add your agents to each specialized widget, as needed. For each widget, you can set up priority tiers if you wish. Also, any individual agent can belong to more than one specialized widget. For example, some sales agents or managers might be work both SMB and enterprise sales (and belong to both of those widgets) . How you construct your teams is incredibly flexible!

Please note that each of these specialized sales widgets can be configured with different setup options. For example, you could set it up such that one widget collects an Agent Survey (Widget Settings > Options) and the others do not. The simplest approach would be to use the same settings across all of these widgets. However, you might want different settings on each widget. Yes, it can be complex!  But it is also incredibly flexible and powerful – allowing you to customize your workflows and visitor experience. This flexibility and power is one of the things that makes SnapEngage one of the premier solutions for customer engagement!

 

Step 3: Creating the Guide Bots

You are now ready to create your Guide Bots! This recipe will not cover all of the details of Guide Bot settings.  To understand the configuration options, please read How to Configure Guide Bot.

Guide Bot #1 (General Greeting)

For this recipe, you will want to configure a version of the following dialog:

 

Each of these dialog options will transfer to one of your sales teams. For each dialog option, set the the “Transfer to Widget” dropdown to the appropriate specialized sales team widget that you created in Step 2. You can set “Small Potatoes,” “Boring Beans” and “Not sure yet” to transfer to the same SMB sales team. That’s okay – part of the goal of the bot is simply to engage customers and learn something about their needs.

Don’t forget to “enable” the Guide Bot!

Guide Bot #2 (For the “Security” Page)

This Guide Bot will use a different dialog, targeted to engage with users contextually on the security page of your site. Suppose you know from experience that security concerns are one of the highest motivations to buy your products. If a visitor is on this page, they are a highly qualified lead. What else can you learn? Suppose that most people care most about either physical security or digital security. You could use the Guide Bot to learn which of these is more important for each customer, before they even talk with an agent, AND route that chat to either the SMB or enterprise team.

Configure this dialog as follows:

sales lead bot

 

Step 5: Agent Tiers

Because you have 2 Guide Bots in the same widget, you will want to make sure they are in different tiers. This will ensure that any visitor that tries to start a chat on their own (on any page of the site) will interact with the “General Greeting” bot. You don’t want them talking to the security-specific bot unless they are in that particular context.

To accomplish this, you will create 2 priority tiers on your Chat Agents page. The first tier will contain the General bot. The second tier will contain the “security” specific bot. Learn more about agent Priority Tiers.

Your setup should look like this:

agent priority tiers

Step 6: Pre-chat Settings

Step 6 ensures that your bot is the first thing your visitors see when they try to chat with you. This will control the prompt that appears in the chat box when they open it on all pages of your site.

To ensure that they see the general Guide Bot rather than the default message, navigate to (Settings > Design Studio) and look for Pre-Chat Form Settings. Set the Pre-Chat to “Open chat box with Guide Bot prompt”. This means that the widget will use the prompt you configured for the Guide Bot that appears in the lowest priority tier (Tier 1).

Step 7: Proactive Chat Settings

Step 7 allows you use rules to proactively pop open the chat box on your site and prompt your visitors to respond. Standard proactive chat displays a line of text and then assigns any response at all to your live agents. However, you can repurpose proactive chat to start your Guide Bots. The specific settings for this are described in Guide Bot Configuration.

In our example here, you will want to set at least 2 proactive rules. The first should be a general rule that applies to your entire site, except for the security page. When its conditions are met, set the rule to start the General Guide Bot that you created under step 3.1. The second proactive rule should apply only to your security page. This rule should be set to trigger the Security Guide Bot that you created under step 3.2.

Learn more about using proactive chat rules.

Step 8: Widget Schedules

Last Step! You must adjust your settings depending on your live sales schedule. Unless you set it otherwise – bots work 24/7, rain or sleet or snow. The bot widget will happily take requests and route chats to your sales teams whether they are there or not.

If your sales team is available 24/7, your recipe is complete. However, most sales teams do need to eat and sleep…unless it is end of quarter!

If your live sales teams are only available certain hours, then you will want to set a uniform schedule across all three of your widgets. This can be done by referring to the detailed instructions for setting a live chat schedule.

In this case, you should set all of your widgets to the same schedule.

 

That’s it! You’re done. You now have a simple lead generating campaign routing chats to two different sales teams.

 

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Published January 21, 2020