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Top 5 Ways to Build Pipeline With AppExchange Chat

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Top 5 Ways to Build Pipeline With AppExchange Chat

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As in-person events disappeared over the past year, ISVs were forced to quickly pivot their pipeline-generating strategies. Digital channels emerged as the real MVP, and ISVs found innovative ways to connect with buyers in a virtual world.

Salesforce recently unveiled AppExchange Chat, a new product designed to help ISVs meet with top prospects instantly using live chat and chatbots, right on your AppExchange listing. AppExchange Chat opens up an entirely new way to connect with qualified leads, generate pipeline, and ultimately get even more out of your AppExchange listing. But what’s the best way to use this tool?

In this CodeScience ISV Growth Series webinar, you’ll hear from chat experts at Salesforce and Qualified to learn:
- How to get started using AppExchange Chat to convert traffic to qualified leads and build pipeline
- Best practices for leveraging conversational marketing within AppExchange and on your own website
- Top tips & techniques to make the most of AppExchange Chat and maximize your ROI

As in-person events disappeared over the past year, ISVs were forced to quickly pivot their pipeline-generating strategies. Digital channels emerged as the real MVP, and ISVs found innovative ways to connect with buyers in a virtual world.

Salesforce recently unveiled AppExchange Chat, a new product designed to help ISVs meet with top prospects instantly using live chat and chatbots, right on your AppExchange listing. AppExchange Chat opens up an entirely new way to connect with qualified leads, generate pipeline, and ultimately get even more out of your AppExchange listing. But what’s the best way to use this tool?

In this CodeScience ISV Growth Series webinar, you’ll hear from chat experts at Salesforce and Qualified to learn:
- How to get started using AppExchange Chat to convert traffic to qualified leads and build pipeline
- Best practices for leveraging conversational marketing within AppExchange and on your own website
- Top tips & techniques to make the most of AppExchange Chat and maximize your ROI

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Top 5 Ways to Build Pipeline With AppExchange Chat

  1. 1. Top Five Ways to Build Pipeline with AppExchange Chat June 3, 2021 WIP - to be updated for CodeScience Webinar
  2. 2. This presentation contains forward-looking statements about the Company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals, expected capital allocation, including mergers and acquisitions (such as the proposed acquisition of Slack Technologies, Inc.), capital expenditures and other investments, expectations regarding closing contemplated acquisitions and contributions from acquired companies. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the Company’s results could differ materially from the results expressed or implied by the forward-looking statements it makes. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission, including, but not limited to: risks associated with our ability to consummate the proposed Slack Technologies, Inc. transaction on a timely basis or at all; our ability to successfully integrate Slack Technologies, Inc.’s operations; our ability to realize the anticipated benefits of the proposed transaction; the impact of Slack Technologies, Inc.’s business model on our ability to forecast revenue results; disruption from the transaction making it more difficult to maintain business and operational relationships; the impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain service performance and security levels meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security breaches; our ability to secure and costs related to data center capacity and other infrastructure provided by third parties; our reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy; current and potential litigation involving us or our industry, including litigation involving acquired entities such as Tableau; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services beyond the CRM market; the success of our strategy of acquiring or making investments in complementary businesses and strategic partnerships; our ability to compete in the market in which we participate; the success of our business strategy and our plan to build our business; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations; our dependency on the development and maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the valuation of our deferred tax assets and the release of related valuation allowances; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual property; uncertainties regarding the effect of general economic conditions; and risks related to our debt and lease obligations. Forward-Looking Statements 031621
  3. 3. Our Agenda Introduction Demo 5 Tips to Build Pipeline AMP Program Q&A
  4. 4. Meet The Speakers Molly Walsh Senior Director of Marketing CodeScience Katie O’Neil Customer Success Manager Qualified Shawna Moran Director, AppExchange Product Programs Salesforce
  5. 5. Who is CodeScience? ● Founding partner of the Salesforce Product Development Organization (PDO) Program ● We partner with clients to build solutions on the Salesforce AppExchange ● Named first Master PDO in 2017 ● From design to build to implementation, we support through the full lifecycle
  6. 6. Client Success: 10% of the AppExchange
  7. 7. CodeScience Client Focus
  8. 8. AppExchange Chat Demo
  9. 9. Top 5 Tips to Build Pipeline
  10. 10. AppExchange is a Powerful Lead Generator
  11. 11. AppExchange Chat: Instant Meetings and Pipeline RUN REAL-TIME SALES DISCOVERY ANSWER QUESTIONS AND POSITION TALK PRICING AND HANDLE OBJECTIONS SPEED TO LEAD! INSTANTLY MEET USING LIVE CHAT & VOICE-CALLS
  12. 12. 5 Ways to Maximize Success with AppExchange Chat Here are 5 ways to get the most out of the platform and convert more visitors into pipeline. 1 2 3 4 5 Use Salesforce Data to intelligently engage Prioritize the right visitors Use shortcuts Leverage the voice-call Lock in next meeting
  13. 13. Use Salesforce Data to Deliver a 5-Star Experience TIP #1: USE SALESFORCE DATA TO INTELLIGENTLY ENGAGE ● Surface relevant Lead, Contact, Account and Opportunity Data ● Route visitors to proper owners ● Get loud with alerts and notifications ● Personalize your greetings and conversations
  14. 14. Prioritize Visitors with Live Streams TIP #2: PRIORITIZE THE RIGHT VISITORS Target Account Segment PASTE SITE IMAGE HERE (DOUBLE CLICK AN IMAGE AFTER PASTING TO CROP IT) Open Pipeline Segment Working Leads Existing Customer Becca Clausing JP Morgan Chase Employees Revenue BDR Owner Account Owner 128,000 $23.2B NA East Group Megan Walker Melissa Darcy Fujitsu Semiconductor Employees Revenue BDR Owner Account Owner 34,000 $2.3B APAC Group Jeremy Ritter Jeff Richards Volkswagen Employees Revenue BDR Owner Account Owner 17,000 $15.5B EU Group Mike Ryan Tony Armenio Stripe Employees Revenue BDR Owner Account Owner 4,300 $430M NA West Group Brandon Cheng Jessica Withers Walmart Employees Revenue BDR Owner Account Owner 128,000 $125.0B NA Central Group Neeraj Katsuri James Whiteford Blue Shield Employees Revenue BDR Owner Account Owner 13,000 $1.5B NA Central Group Sean Hasimi Michelle O’Neill Twilio Employees Revenue BDR Owner Account Owner 3,200 $2.8B NA West Group Suzy Paulson Daniel Barrett Tesla Motors Employees Revenue BDR Owner Account Owner 58,000 $4.5B NA West Group Tim Dolan ARRIVAL ON LISTING (NEWEST ON TOP) POUNCING PRIORITY (VIPS ON LEFT)
  15. 15. Best Approach: When a target account arrives on your listing, reference that you understand their company and business and why your product or service is a good fit. Pro Tip: Position yourself as a 1:1 concierge for their company as they engage with you on your listing. Hot Visitor: ABM Target Accounts Sara Salesrep TARGET ACCOUNT Volkswagen Group Welcome Volkswagen team! I’m the dedicated rep for VW. Looking for a solution that works well with your Salesforce instance? TIP #2: PRIORITIZE THE RIGHT VISITORS
  16. 16. Best Approach: Visitors in an active buying cycle deserve VIP treatment. Chat is a good touchpoint to keep the deal progressing. Show them you understand who they are, their business needs and which buying stage they sit in. Pro Tip: Setup alerts to notify you when your open opportunity is on your listing; this is a buyer you won’t want to miss. Hot Visitor: Open Opportunities Sara Salesrep OPEN OPPORTUNITY Wells Fargo 👋 Welcome, Wells Fargo team! I’m Sara on Alex’s team. How was your demo this morning? I’m here if you have questions! TIP #2: PRIORITIZE THE RIGHT VISITORS
  17. 17. Best Approach: Real-time conversations close the gap between outbound & inbound work streams to flip leads quickly. This lead is onsite because you sent them. Reference their name and the content you chose for them. Pro Tip: Push the meeting booker to move the buying cycle forward. Hot Visitor: Working Leads WORKING LEAD Chris Smith Sara Salesrep 👋 Hi Chris! Thanks for checking out the content I sent over. Noticed you didn’t confirm a meeting time… no problem, select a time right here! TIP #2: PRIORITIZE THE RIGHT VISITORS
  18. 18. Keep Things Speedy with Shortcuts Show them you’re human Sara Salesrep Human here! 👋 Human there? Condense your shortcuts. Two concise shortcuts draw more attention and is less likely to be mistaken as a bot vs one long shortcut. Reference the day of the week Sara Salesrep Hey there, Happy Friday! We did it 🙌 Drive people to reviews Sara Salesrep Looking for some customer validation? Don’t forget to check out our reviews ⭐ When they’re ignoring you Sara Salesrep Not ready to chat, that’s ok! If you change your mind, I’ll be down here👇 TIP #3: USE SHORTCUTS When someone closes the bot Sara Salesrep Not looking to chat with a bot? Good thing I’m human! 󰡈
  19. 19. Infuse Personality with Emojis 󰡈 Use to convey you’re human ‘/human’ 👋 Use to supplement or replace hello ‘/wave’ ✌ Use to supplement or replace hello ‘/peace’ 💸 To soften any ‘pricing’ convo ‘/$’ 👍 Good way to close a conversation ‘/thumbs’ 💥 Use to add emphasis ‘/fire’ 🎉 Use to welcome or add emphasis ‘/party’ TIP #3: USE SHORTCUTS
  20. 20. Use GIFs to Catch Your Buyers’ Attention TIP #3: USE SHORTCUTS I know there’s a lot of info here... Human here with the answers! ^ Human or a bot? It’s Blake, I’m a real person last time I checked!
  21. 21. Seamlessly Transition to a Voice-Call TIP #4: LEVERAGE THE VOICE-CALL Voice-calls are where high-fidelity sales conversations happen When ● Some conversations - like complex pricing and product questions - can get nuanced over live chat ● When the time is right, invite your visitor to hop on a phone call Why ● Phone call functionality takes any chat conversation to the next level ● This is a great way to build trust and rapport with your buyer ● Calls help you quickly qualify (or disqualify) visitors
  22. 22. Get Your Next Steps on the Books TIP #5: LOCK IN NEXT STEPS Invite visitors to book a meeting within AppExchange Chat messenger When ● Whether your next step is a discovery call, product demo, or pricing discussion, you’ll want to wrap every conversation by inviting your visitors to book the next meeting ● Offer up a meeting booker that shows calendar availability for yourself, your teammates, or your Account Executive Why ● Always be closing! Lock in your next steps while your product or service is top of mind.
  23. 23. AppExchange Chat AMP Program
  24. 24. Pilot Partner Success AppExchange Chat 422% ROI 300% increase in MQLs from AppExchange £707K in sourced pipeline £1.5M influenced 400% increase in influenced pipeline 250% increase in MQLs from AppExchange $1.7M in pipeline
  25. 25. AppExchange Chat AMP Program Available Now! What Configure the chat app to answer questions, gather contact information, and capture leads 12 month program, starting 6 weeks out from contract signing Implementation process Partner signs up> Partner completes deliverables > AMP sends contract > AMP assigns go-live date (1-6 weeks after receiving signed contract) >Partner Setup with Qualified Partner resource requirements A minimum of two sales team members and a plan to staff AppExchange Chat $15K USD Annually
  26. 26. AppExchange Marketplace Analytics See how users are starting conversations and booking meetings with your sales reps on AppExchange Chat in this latest enhancement! Some historical performance metrics include (a guide, not a guarantee): How Partners Track Performance On-Demand Engagement Tracking 20x higher rate of prospect engagement 17% engagements turned into human + bot conversations
  27. 27. Who you gonna call? When Questions Arise— AppExchange Chat program inquiries = Contact the AMP team at ampteam@salesforce.com Implementation inquiries = Contact your Qualified consultant or go to qualified.com/university
  28. 28. Get Started with AppExchange Chat Today, and Convert That Traffic! Review the AMP Program bit.ly/3vOy6e1 1 Submit Your Application bit.ly/34MwbKZ 2
  29. 29. Any Questions? Molly Walsh Senior Director of Marketing CodeScience Katie O’Neil Customer Success Manager Qualified Shawna Moran Director, AppExchange Product Programs Salesforce
  30. 30. Thank You
  31. 31. AppExchange Marketplace Analytics See how users are starting conversations and booking meetings with your sales reps on AppExchange Chat in this latest enhancement! ● lead events ● new leads created ● bot vs human conversations ● meetings booked How Partners Track Performance On-Demand Engagement Tracking
  32. 32. Any Questions? Cameron Tyler Senior Director of Demand Generation Copado Sophie Winter Senior Marketing Manager Natterbox Shawna Moran Director, AppExchange Product Programs Salesforce Ciara Musson AppExchange Partner Experience Manager Salesforce
  33. 33. AppExchange Marketplace Analytics See how users are starting conversations and booking meetings with your sales reps on AppExchange Chat in this latest enhancement! Some historical performance metrics include (a guide, not a guarantee): How Partners Track Performance On-Demand Engagement Tracking 20x higher rate of prospect engagement 17% engagements turned into human + bot conversations
  34. 34. Connecting customers and partners with real-time conversations AppExchange Chat Customers Get real-time answers to their questions, directly on the AppExchange listing Partners Drive meaningful customer engagements in this new all-virtual world
  35. 35. AppExchange Chat Get answers from partner experts to make smarter, faster decisions Real-time, human conversations • Chat live with partner experts directly on select AppExchange listings All your questions answered in one place • Get real-time access to all the information you need without leaving AppExchange Make better-informed business decisions • Drive productivity by finding the right apps for your business challenges
  36. 36. Partner view of connecting with a customer AppExchange Chat Partner Experience Connect with visitors 24/7 • Leverage live chat, voice calls, and Chatbots to engage in a meaningful way Generate more Leads & Pipeline • Capture leads and book meetings for your sales team around the clock Full visibility into every site visitor • Live reporting on who is viewing and engaging with your listing Live view of visitors on the listing Live chat with VOIP option Data from partner’s CRM org about the visitor

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