Leads are important to any business. Without the leads, there wouldn’t be any sales and hence no growth. And leads come from engagement.
A business needs to interact with visitors on their website, social media pages, and these days, even on WhatsApp number. The easiest and cost-effective way to interact with all visitors is through chatbots.
Chatbots are a great way to engage with your users. They are available 24×7 and can provide relevant information. Chatbots are also known to perform better than forms in getting users to share their details such as where they are from, their email address, page visited, etc.
Chatbots can be AI-powered too. These complex chatbots can do more than just engage and collect information. They are famously known for resolving customer queries on their own. And most importantly, they can deliver delightful experiences by personalising engagement. To make this happen, chatbots need to pull customer information from a central customer database – your CRM.
And how do you do this? With integrations.
The need to integrate your marketing CRM with a conversational chatbot
Gone are the days when we lived in a disconnected world. Today, everything is connected. Connected services personalise experiences.
Personalisation was once limited to only targeted digital offers. But now, it’s extended to every touchpoint of the customer journey. Companies that can provide higher personalisation and more seamless experiences will have the edge over their competitors. Personalisation provides a 10-15 per cent boost in sales – conversion rates.
We get this personalisation from a unified customer profile. Conversational chatbots that integrate with marketing CRM can pull and push information about the user to maintain this 360-degree view of customers.
Customers are interacting with a business on different channels. It can be the chatbot on the website, mobile app, WhatsApp or social media channels such as Facebook and Instagram. When users share their information on these channels, the integration pushes back the information to the marketing CRM. And when the chatbot engages with the users to resolve their queries, it can pull information from the marketing CRM to personalise the conversation.
There are many such benefits from a chatbot – marketing CRM integration. Let’s look at them.
1. Capture chat-generated leads
Chatbots as a great way to collect leads and these leads can automatically be added to your marketing CRM. And this happens 24x7x365 days a year. Your agents will not have to worry about missing lead information during non-business hours or on holidays.
2. Maintain a unified customer profile
Not every chatbot interaction is with a new lead. Your existing leads and customers also interact with the chatbot. With this integration, the chatbot can identify a lead entry and update its information. This ensures all your customer information is up to date and in one place.
3. Improve customer engagement
Chatbots can enhance the customer experience by adding personalisation. And we are not saying just calling them by their name. The conversational chatbot uses up to date customer information, add context and share highly relevant content with the users.
4. Nurture users from chats to conversions
Your leads need time before they make their decision to buy from you. During this time, you can stay on top of their minds by sending them trigger-based campaigns, sending updates or reminders to take certain actions, etc. and help them move closer to closure.
Verloop.io – LeadSquared integration
LeadSquared is a leading marketing automation platform that helps businesses collect customer information, use it to increase sales, manage pipelines and attribute their ROI accurately.
If your business is using LeadSquared then you need to integrate your Verloop.io chatbot with your CRM. Once you have integrated, your process of adding new leads and updating old leads is fully automated. Every time a chat is completed and closed, the information is synced.
And if the chatbot is interacting with your existing customer, based on their funnel stage, it can recommend relevant products/services for cross-selling or up-sell opportunities, and also continue conversation on a different channel without losing context.
Even agents are bound to benefit from this integration. The customer information and data can be pulled into the Smart Plugins widget available on the Verloop.io platform for agents to view. This makes it super simple for agents to have a 360-degree view of the user as soon as a chat is initiated.
You can also use customer information to improve audience segmentation. With this information, you can send them a targeted campaign on their preferred channel and time.
With such a customised interaction, you are bound to see a 1.5 – 2x return on your investment in chatbots. Not only are you increasing sales with new leads but also retaining existing customers.
To know more about how this integration can be enabled for your business, book a demo with us here.
Verloop.io provides 100+ tech integrations including payments, marketing CRMs, ticketing systems, workflow automation, etc. for businesses to support their tech stack. This has helped businesses to seamlessly integrate their chatbot solution without disturbing their existing tech integrations and rather reaping the most benefits out of the chatbot.