How to Reach Non Engaged Website Visitors with Business in Zoho SalesIQ
Requirement Overview
A business is using Zoho SalesIQ to proactively engage website visitors through live chat, providing instant marketing, sales, and support assistance. A user wants to initiate a chat from business (i.e., operator-initiated) to visitors (who have never initiated chats with business).
Use-case
An e-commerce company uses Zoho SalesIQ to drive conversions by proactively engaging with website visitors. While many visitors initiate chats themselves, the company wants to increase engagement by having sales or support agents (i.e., operators - from business) initiate chats with visitors who have not yet interacted with the chat.
Non-Engaged Visitor Journey:
- A Visitor visits a business website and shows an interest by navigating to multiple pages. Visitors browse the site, add a product to the cart, and view the shipping page but leave the website without taking further actions.
- Visitors have also signed-up or provided information in form/input fields. However, they've not initiated chat with the business.
- Zoho SalesIQ tracks the visitor activity, and based on behavior scoring or rules, this visitor is tagged as a high-potential lead.
- It is critically important for businesses to reach such non-engaged visitors to convert them as a contact and generate a high-value deal.
Current Challenges to achieve this directly
In Zoho SalesIQ, Operators do have an option to initiate proactive chats from the business to website live visitors from within Live View. Using messaging channels (e.g., WhatsApp integration) in Zoho SalesIQ, Operators can also send message templates to visitors who have previously engaged in a chat with the business.
However, we do not have an option to initiate a chat with visitors (who left the website and no chats were interacted with) as of now.
Permissions & Availability
-> Users with the Administrator permission can configure integration between CRM with SalesIQ & Forms.
-> Users with the Manage Automation can configure Workflow Rule in Zoho CRM.
-> Users with the Module Customization can customize fields in Zoho CRM.
Solution - An Implementation Guide
In order to reach such non-engaged visitors from the business end, we could use Zoho SalesIQ native JS APIs in the business website to fetch visitors's information and push it to Zoho CRM (while syncing visitors data from SalesIQ to CRM), and then we could use Workflow Automation in Zoho CRM to reach such visitors via automated Email (by having Zoho SalesIQ email signature) and educate them to reach via chat for instant information. Finally, they could be converted as customers for the company.
Here, it would be essential for the company to know about visitors basic details (i.e., Email, Phone, etc) to engage further. At the same time, it is important for visitors to provide such information willingly, which could be grasped and stored in the company's database.
Possible ways how visitor could provide basic information:
- You could embed a web-form in the website, which could be filled out by visitors.
- You could have a input field/section in the web page where user may fill basic information.
- You could have a Sign-up option enabled in website so that if visitor is interested in deals, then they may register themselves.
Now, let us explore how the above information gathering would help us to engage further with visitors who had shown intereset, however not interacted further with the company.
Configuration in Zoho CRM to follow-up with non-engaged visitors
Step1: Adding/Modifying Lead Source field
You could either add a new single-line field (i.e., name it as per need) or add option in default 'Lead Source' field. i.e. Option would be updated from webform (i.e. Zoho Form) or SalesIQ JS API.
Step2: Setup a Workflow to send a follow-up email
Now, create a Workflow Rule to trigger whenever Lead record is created/edited. Then, select "Email Notification" as actions under "Scheduled Action" to send consecutive follow-up emails to leads.
Also, add a criteria in Condition.
For example:
'Lead Source' - is - value (updates from webform)
OR
'Number of Chats' - is - 0
Scenario1 (form submission): A visitor visits the website and submits the form, then lead record will get created in CRM (with website form as value), so that configured workflow will be triggered. Here, 'Number of Chats' will be 0 as visitor not interacted.
Scenario2 (visitor signup in website): Once visitor signup, using SalesIQ JS API we could fetch visitor information and push it to CRM record while syncing from SalesIQ to CRM. Since visitor has left website without interaction, 'Number of Chats' will be 0 and configured workflow will be triggered.
In the above workflow, you could have three consecutive scheduled email notifications as actions to reach such visitors and follow up accordingly.
Collecting information via visitor sign-up in website
In Zoho Sites (or any website), we could use JavaScript code to fetch the logged-in user on the website. Once fetched, we could use SalesIQ JS API - ".visitor.email()" - which will set the email address of logged-in user to visitor.
Code in Zoho Sites - to fetch logged-in user's detail
Add the below script along with Zoho SalesIQ tracking code.
Navigation: Zoho Sites >> Open Site Builder >> Configuration >> Code >> Footer Code
- <script>
- fetch('/portaluser/userProfile')
- .then(response => response.json())
- .then(response => {
- if(response.status_code == 0) {
- var email_address = response.payload.profile.email_address;
- var zuid = response.payload.profile.zuid;
- console.log(zuid);
- console.log(email_address);
- console.log("inside");
- email = email_address;
- $zoho.salesiq.ready=function()
- {
- $zoho.salesiq.visitor.email(email_address);
- }
- } else {
- console.log("User not present");
- }
- });
- $zoho.salesiq.ready=function()
- {
- $zoho.salesiq.visitor.info({"Lead_Form_Status": "website form salesiq"});
- }
- </script>
Code Explanation: The above code will fetch logged-in user's email address and set the email address dynamically to the website visitor (who signs-up). By this way, visitor basic details (i.e., email) will be identified in Zoho SalesIQ and will be pushed further to Zoho CRM.
Example Journey of visitor who sign-up and not interacted via Chat
-> The visitor visited a website and navigated all the pages.
-> They shown interest and signed-up to the website.
-> Then, code fetched logged in user's details and set it as email address dynamically to website visitor instantly.
-> Then, the visitor stayed for sometime in website, however not initiated chat. And, they left from site.
-> The visitor is now identified with email and will be pushed as a lead to CRM.
-> Now, in CRM lead record, workflow rule will be triggered and start sending a follow-up emails.
-> Incase if visitor reached website back and initiated the chat, then ended it. At this time, visitor data will be pushed to CRM( using SalesIQ-CRM integration) which will update exisitng lead record with 'Number of Chats' as 1 (i.e., more than 1). This will un-satisfy the worklow condition and schedule will be stopped immediately.
Collecting informaton via webform in website/input fields
Step1: Webform creation & embed into Zoho Sites:
Create an attractive web-form and get the embed code of form. For example: We have used our native Zoho Forms which provides an advanced webform with vast features.
Step2: Adding a Source field in Form
As an example, we have added a field (named - Form Status) and give a initial value as "website form". Also, hide the field in the form for visitors.
This field will be populated automatically in CRM whenever a record is created. i.e. whenever visitor submits the form, record will be generated in Zoho CRM.
Step3: Integration with CRM - to push form entries as a record in CRM
The user is required to make an integration for the created form with Zoho CRM to push entries.
Step4: Form embedding in Zoho Sites & Final output
User can get the embed iframe and open Zoho Sites builder, then open Page section and select "Element >> Embed iframe".
Example Journey of visitor who submits form or fills any input field in site and not interacted via Chat
-> The visitor visited a website and navigated all the pages.
-> While navigation, they filled in input field or submitted their details in webform.
-> Now, Zoho Form will get the entry and push it to Zoho CRM with field( Lead Source as 'website form')
-> Now, in CRM lead record, workflow rule will be triggered and start sending a follow-up emails.
-> Incase if visitor reached website back and initiated the chat, then ended it. At this time, visitor data will be pushed to CRM which will update exisitng lead record with 'Number of Chats' as 1 (i.e., more than 1). This will un-satisfy the worklow condition and schedule will be stopped immediately.
Roadmap
We do have plans to support an option within Zoho SalesIQ that allows operators to initiate a chat with visitors (who have never initiated chats with business), enabling Operator-Initiated Chat to proactively start conversations with website visitors, helping to boost engagement and improve conversion rates.
-> If you are using a Bot for your business to have an initial interaction with all visitors, then user can also configure the below option to iniate the bot automatically and send initial message to visitor. This results in reducing missed opportunities and increases chat conversion by engaging more visitors.
Navigation: Setting >> Bot >> Zobot >> Configuration >> When should the bot initiate chat >> When visitors land on the site => in 1 Minute
-> Along with this, user can also initiate bot automatically based on custom action (e.g., Button click in Product Page) .
If you need any further clarifications, please don’t hesitate to contact partner-support@zohocorp.com.
Additionally, we kindly ask all Europe and UK Partners to reach out to partner-support@eu.zohocorp.com.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Personalized Visitor Engagement in Zoho SalesIQ with Zobot using CRM Data
Introduction Business Use-case An e-commerce or B2B business that sells IT products (for example, laptops, servers, and accessories) through both direct sales and an online portal. The business uses Zoho CRM to manage its customer base, including: ...Guide: Learn How to Deploy Custom Function Zoho CRM and Best Practices to Optimizing Code
In this article, we will explore the "Custom Function" features in Zoho CRM, along with detailed guidance on how users can deploy these scripts across different places within the Zoho CRM organization. Custom Function A Custom Function in Zoho CRM is ...Guide: Learn How to Deploy Client Script across Zoho CRM and Best Practices to Optimizing Code
In this article, we will explore the "Client Script" features in Zoho CRM, along with detailed guidance on how users can deploy these scripts across different places within the Zoho CRM organization. Client Script Client Script is a piece of ...Streamline Document Sharing for Deals in Zoho CRM using Custom Functions
Requirement Overview A Zoho CRM user wants to automate and simplify the process of sharing deal-related documents (such as proposals, invoices, or contracts) with customers directly using Custom Function instead of sending them manually by selecting ...Learn How to Open Email Composer Automatically with Template in Zoho CRM using Client Script
Requirement Overview A Zoho CRM user wants to automate and simplify the process of sending a repetitive emails to different customers based on user's specific action, instead of manual clicking on Send Email button each time. Use-case In a Product ...
New to Zoho LandingPage?
Zoho LandingPage Resources