An Experience is what your visitors will see on your site when Qualified.com appears and as they continue to interact with the Qualified app. An Experience can be made up of multiple actions, such as a simple greeting, gathering more information about your visitor (qualifying questions), booking a meeting with a rep, or chat.
We recommend creating an Experience first for your top 3 most visited pages on your site to get the most value out of Qualified right off the bat. You can then expand and add Experiences as you become more comfortable in the building process.
You can easily create an Experience from the ground up using our Experience builder and fully test the Experience before going live on your website. To start, let's look at the two different types of Qualified Experiences.
Two Types of Experiences
Automatic Experience
An automatic Experience is one that you can trigger without any other action from your visitor on any page of your site.
Manual Experiences
Manual Experiences are those that are triggered by a smart form or button on your site. When a visitor fills out a form, or clicks on a button for purchase, you can then trigger the Experience to happen at that moment. You can learn more on how to create these types of Experiences in our Smart Buttons and Smart Forms articles.
Getting Started
To get started, you’ll want to browse over to your ‘Experience’ section of the Qualified app. This is where all of your Experiences will live. A few things to keep in mind before getting started:
- Experiences will trigger in the order that you have them in. For example, the first Experience in the list will be triggered first to your visitors and so on.
- You can turn on and off an Experience easily by toggling the switch next to each Experience as shown below. Keep in mind nothing will show on your website until your Experience is turned on.
- You’ll want to have a good naming scheme so that you can easily identify what your Experience does and when it triggers. That way, when you need to go back and edit it you’ll be able to quickly identify which Experience it is.
Once in the Experience builder, you’ll start first by naming the Experience and then determining where the Experience will show up and how it will trigger. Experiences can be triggered based on the page a visitor is on or has visited, information we know about them, segments they match to and if they match a record in an external system.
Related Object Filtering
If you are on the Enterprise plan, Qualified gives you the ability to not only filter by our three core objects (Leads, Contacts, and Accounts), but all fields of all objects directly related to those. By providing robust filtering capabilities, there’s a massive increase to the data available to you and expands what type of experience you serve to your visitors. Example use cases can be:
Trigger a specific experience for Leads that have the Status = ‘Active’ in a custom related 'Free Trial' object
Segment a Contact to a specific group or live stream if the Registration = ‘True’ for a related 'Event' object
Route to a specific routing rule if an Account’s AccountTeam includes certain users
Engage Your Visitors
Next, create the first action in your Experience that will engage your visitor. This is usually a greeting or a way to catch their attention so that they will be more likely to interact with your chatbot. A few best practices here to keep in mind:
1. Use an animation or image that the visitor might recognize and click on. Shown below is an example.
2. Acknowledge where the person is coming from, for example the Salesforce AppExchange or a targeted campaign that you’ve recently sent them. For example: “Hey, thanks for coming all the way from the AppExchange! We love Salesforce too.”
3. Ask a relevant question. For example, if your Experience is to be shown on the pricing page, create a greeting with language specific for that page.
Route Your Visitors for Inbound Chat
Once you’ve engaged with your customers, you’ll want to get to know a bit more about who your visitor is and if they are someone you’d like your sales team to know about.
Before you ask any qualifying questions, take a minute to understand what the crucial questions are for your sales team and make a list of questions that your sales team can ask later on once you’ve qualified your visitor. You want to qualify them as quickly as possible, so you’re not wasting their time or yours.
An example of a qualifying question is: How many employees are in your company? Of course, if you have Clearbit Reveal or 6sense, you’ll already have this information at hand.
If you have Clearbit Enrich, you’ll want to focus on your most important questions first to qualify your visitor. Remember, if they give you their company email address, Clearbit will then give you first name, last name, and company information.
Whether you use Salesforce routing rules or have your own routing setup within Qualified, ensure your qualified visitors are routed to your reps for conversations right away or given the chance to book a meeting if your reps are not available.
You can route visitors for inbound chat at any point in their engagement with you, but we recommend to "route for inbound chat" once they answer your qualification questions in your Experience. By doing this, you'll ensure that your reps are only spending their time with your most qualified visitors.
When you qualify visitors, you can do any of the following actions and create actions depending on if your reps are available at the time or not.
- Book a meeting.
- Chat live with the visitor.
- Call the visitor via the web.
Mobile Experiences
Ready to dive into the Experience Builder and configure some mobile-friendly Experiences? Here are some ideas to get started:
- Condense your messaging: Offer shorter greetings on mobile devices to conserve website real estate.
- Trigger Experiences based on scroll: Add a rule that triggers an Experience once your visitor has scrolled 10% down the page, to streamline the website Experience.
- Only show the messenger button: Only show the messenger button, rather than an entire message, so visitors always have the option to engage with your company.
Draft Experiences
When creating Experiences, you can make edits to an un-published draft version and then save your changes either to the draft or publish it as a live experience. If saved to the draft, changes can be published to overwrite a new Experience version when you are ready to go-live. Admin users will be able to see if an Experience has an unpublished draft and view either the draft or the live experience. When an experience is published, there will be an option to include notes on the changes that were made.
When viewing conversation flow analytics, additional version history details will be available including the user who made the edits and the change notes. Note that you can only have one draft at a time, anyone with the correct permission set can view the version history and notes and you are not able to test draft experiences or revert to an old version (though you are able to view them in the version history).
Test and Go Live
Once you've completed putting together your Experience, you can test it from start to finish without exposing your visitors to the Experience. We recommended testing your Experience a few times and finally removing your testing parameters before going live.
Summary
An Experience is what your visitors will see on your site when Qualified appears and as they continue to interact with your Qualified app. An Experience can be made up of multiple actions, such as a simple greeting, gathering more information about your visitor (qualifying questions), booking a meeting with a rep, or chat.
We recommend starting with creating an Experience for your top three pages (meaning top three web traffic pages) and work your way down to get the most impact right away. Create automated or manual Experiences that route to your reps when your visitors are qualified leads, or have them book a meeting if your reps are offline. And never forget to test your Experience fully before going live.
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