Our Zoho CRM team joined us for an integration webinar to discuss the extensibility of CRM and SalesIQ. We discussed the evolution of relationship management and customer engagement and why it is vital for businesses. We also touched upon the need for this integration and its business use cases. With this integration, learn how to leverage these two products to directly influence your lead generation, lead management, lead conversion, and revenue.

1. SalesIQ
Zoho CRM and Zoho SalesIQ integration

2. SalesIQ
Table of contents
Customer relationship management and the role of Zoho CRM
Customer engagement and the role of Zoho SalesIQ
Bridging the two beasts - CRM and SalesIQ integration
Business use cases of CRM and SalesIQ through the customer journey
Setting up CRM and SalesIQ integration: The ultimate customer experience platform

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Relationship management
and the role of Zoho CRM

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What is customer relationship management?
Customer relationship management is the process through which businesses manage interactions
with prospects and customers to understand their needs and behaviors, provide relevant solutions,
and establish a solid relationship with them, in turn boosting sales and customer retention.

5. SalesIQ
• Increasing complexity of business processes
• Bad quality and maintenance of customer data
• Lack of information on the right leads and customers, and their requirements
• Sales reps held up with monotonous and less productive activities
• Individual, unconnected tools to meet various operational requirements
• Lack of relevant and detailed metrics leading to incorrect business analyses
• Scattered collaboration across teams
Challenges in customer relationship
management

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What is CRM software?
Customer relationship management (CRM) tools are the go-to solutions for businesses looking to
acquire, nurture, and manage customer relationships effectively. CRM systems enable you to
centralize all customer information, providing context to all your customer-facing teams and adding
layers of personalization into every customer interaction.

7. SalesIQ
• Build better customer relations
• Increase productivity
• Make smarter decisions
• Centralize sales activities
Enhanced business yield with Zoho CRM
• Personalize customer journeys
• Improve collaboration across teams
• Reduce your sales cycle
• Generate more revenue

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Customer engagement and
the role of Zoho SalesIQ

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What is customer engagement?
A thoughtfully designed and well-crafted action plan by a company to increase customer interaction.
The goalof customer engagement is to capture customer attention, earn their trust and loyalty,
and retain them for a long time.

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Evolution of customer expectations
• No longer a mere transactional relationship.
• Not just quality—you're expected to provide a consistent experience across the organization.
• Engagement experience isn't restricted to post-purchase interactions. It applies to each and
every interaction.
• Customers don't want to wait. They want to engage instantly.

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How you engage your customers could be the prime "wow" factor
that differentiates you from your competitors.
Importance of customer engagement

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From a live chat tool to a complete 360-degree customer engagement platform.
SalesIQ blended the features needed for every department in an
organization and packaged them as a complete platform.
How SalesIQ fits here

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Bridging the two beasts:
The need for integration

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Customer journey with CRM-SalesIQ

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Add SalesIQ's code to your site.
How to achieve this ideal customer journey

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CRM-SalesIQ
business use cases

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Live chat is an instant solution.
Email Demo page/Contact us
page
Live chat
CRM-SalesIQ integration use cases
Email support or contact pages are not instant solutions, but live chat is.

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"When there is a live chat widget on a site, the conversion rate is 2.8 times
higher than sites without a live chat widget."
-Whoson
"63% of customers said they were more likely to return to the site when
there is a live chat widget."
-Emarketer
"59% of customers are more likely to buy when brands answer their queries
in under a minute."
-Ifbyphone
CRM-SalesIQ integration use cases
Is live chat a lead gen gateway? Check out the stats:

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Visitors drop in on
our home page.
Curious to know more, they
visit our features page.
Realizing SalesIQ is what they want, they visit our pricing page.
CRM-SalesIQ integration use cases
Check out the flow on our SalesIQ website for generating leads:

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CRM-SalesIQ integration use cases
We get >150 leads/month from our pricing page bot.
We set up a bot on our pricing page to move the prospects through our marketing funnel.

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CRM-SalesIQ integration use cases
We also nudge them to engage with us via our proactive triggers.

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CRM-SalesIQ integration use cases
Lead management: Assign lead owners
Manually assigning leads is time consuming. With Zoho CRM, incoming leads will be
auto-assigned to relevant owners as soon as they come in based on the criteria you set.

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Leads and contacts
Leads
Leads are the raw details you gather about individuals or representatives of organizations who
may be interested in your business. You can't say if they will become your customers, but there is
a chance.
Contacts
Contacts are the people in an organization with whom your company has business
communications in pursuit of business opportunities.

24. SalesIQ
CRM-SalesIQ integration use cases
Lead management: Send email to leads
You could also send an automated follow-up email to leads.

25. SalesIQ
CRM-SalesIQ integration use cases
Enriching visitor info - Visitor insights - Learn more about your visitors
Get a real-time view of your website visitors and other info like a visitor's name,
location, actions, time spent on pages, pages they visited, etc.

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CRM-SalesIQ integration use cases
Enriching visitor info: Visitor insights & lead score
Setting up lead scoring helps identify your high-intent prospects. Your team can target
those prospects first and move down the ladder.

27. SalesIQ
CRM-SalesIQ integration use cases
Email signature for your sales team
Your high-intent prospects can instantly contact the respective salesperson
instead of coming to your site or emailing their query.

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Thank you for reaching out to us
@chemel.com
Chemel Solutions
chemel.com
chemelsolutions.com
We are currently using Benton Automation for our marketing automation activities but looking for
alternatives due to their poor customer service. We had gone through your marketing automation features
and plans and felt Chanay Automation Services provides more email automation capabilities for the same
price range as yours. We would like to have a detailed discussion with you before making a decision.
CRM-SalesIQ integration use cases
Zia Email Intelligence: Alerts when leads mention your competitor
When your leads or contacts mention your competitor in their emails, Zia can analyze and
understand if the customer's sentiment is positive or negative towards the competitor.

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Knowledge base FAQs SalesIQ's Answer Bot
CRM-SalesIQ integration use cases
Taking self-service up a notch
Answer your customers' and prospects' repeated queries by adding your
knowledge base and FAQs to the Answer Bot.

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CRM-SalesIQ integration use cases
Not just for pre-purchase stages, but for post-purchase as well
The integration offers multiple benefits to provide a uniform and unique experience after
prospects become your customers. For instance:
• You can route the customers' chats and connect customers to the department they want to
talk to.
• Your customers can schedule an appointment with your business.
• If you're an e-commerce business, your customers can get info about their order, status, and
tracking details right from the chat window.

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Setting up the CRM-SalesIQ
integration

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Pairing Zoho CRM and SalesIQ
Login to Zoho SalesIQ.
Navigate to Settings > Developers > Integrations and click Zoho CRM.

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Pairing Zoho CRM and SalesIQ
Click Enable at the top-right corner of the Zoho CRM page.

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CRM configurations

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CRM configurations
From the Settings page, go to Developers > Integrations > Zoho CRM > CRM configurations.
Select how you want to add each new visitor inside CRM, whether as Leads or as Contacts.

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CRM configurations
Select which segment of new website visitors you want to add to your CRM.
From the Settings page, go to Developers > Integrations > Zoho CRM.

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CRM configurations
You can opt to manually push quality leads to your CRM instead of pushing
everything and cleaning out junk leads later.

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Using the integrated
information

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Using the integrated information
Prioritize your CRM visitors in the visitors online section by choosing the CRM Values option.
From the Home page (with the ring view), go to Customize (below your profile picture).

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Using the integrated information
Agents have access to complete information about the customers in hand during conversing. They
can see the customers' value and set up follow-up tasks in CRM.
From the Home page, go to Chats > previous/ongoing chats > Zoho CRM widget.

41. SalesIQ
View our complete integration guide
Integrating Zoho CRM with Zoho SalesIQ
(Click to open)

42. Thank
You
@zohosalesiq
www.zoho.com/salesiq
support@zohosalesiq.com