Hello and welcome to this video on Zoho SalesIQ's integration with Zoho CRM. This
integration will be helpful in converting your website visitors to
customers, monitoring how the visitors are performing, improve customer
interaction and close deals efficiently while keeping your CRM organized. Let's
get started. This is Zylker Inc, an organization that
builds multiple products and offers various software solutions. They have a
separate web page for each of their products. They get good traffic in their
website each day and with Zoho sales IQ they track their visitors' digital
footprints. With each new or returning visitor, Zylker sales reps understand how
visitors navigate in real-time and engage with them by chat. Now, what if Zylker
wants to automatically add such visitors as Leads or Contacts into their
CRM. They can do so by integrating their CRM account with Zoho SalesIQ- which
provides information about the visitors engagement in their website, allows them
to handle the chat widget and push the data collected into their CRM account.
Sales reps can now stay notified about the visitors who view their site, assist
them via chat and close deals faster all within the comfort of Zoho CRM now
let's see how you can go about that integration once you are logged into
Zoho CRM's account. Go to Setup-> Channels-> chat. If you do not
have an existing SalesIQ account, a 'Create Zoho sales IQ' pop-up appears like
this. Enter a name for the portal and your SalesIQ portal will be created.
Wherever a new portal is created, the user is given an option to choose
certain CRM users and add them into their SalesIQ accounts. You can choose
which users from Zoho CRM that you want to add into your SalesIQ account here.
On the other hand, since Zylker already has an existing SalesIQ account, they
can associate it from the existing portals listed here and continue the
configuration in the Zoho SalesIQ configuration pop-up. You can
push new visitors as leads or contacts into your CRM account from here. Here, you can
assign the visitors who are pushed as leads or contacts in the CRM to the chat
attendee or to the specific CRM user. This toggle switch here can be used to
enable or disable visitor notifications in their CRM. Now click Save. If you want
to change this configuration you can go to
Settings-> Zoho sales IQ configuration and make the necessary changes. When you are done
associating your portals in CRM, they get listed here in the drop-down list. The
web embeds in each portal will be listed here
in the list view. Since Zylker has a SalesIQ account in place they have
already embedded a visitor tracking code in their website. Zylker has launched a
new product and has developed a separate webpage for it. So let's see how they
embed the code here. In Zoho CRM, click embed and copy the code. Checking this
box to hide the chat option means you are disabling the live chat option that
the visitor can initiate from the webpage. If this is checked, the code will
have only the visitor tracking feature If not, the code will have both the
visitor tracking and live chat feature. Let's uncheck this and then copy the
code. We're now opening Zylker's new product web page and pasting this code
in the source file. Once you save the changes and make the webpage live you
will get visitor tracking information from the web page into your CRM. If you
find this too technical, you can email the code to your webmaster. Click embed
and then send to webmaster enter the email and click send. Now, your webmaster
can set this up for you. Once you are done integrating SalesIQ with CRM you
can see a list of all the visits in the visits tab in CRM.
You can filter visits based on specific SalesIQ portal. All the visit details
are captured as records in the visits tab. The fields here capture information
such as time spent by the visitor in the webpage, visited
page, IP address, visitors name and more. The icon here at the bottom right corner
is where you will get the Visitor Online notifications. Bob is a visitor on the
Zylker web page and he is a lead in Zylker CRM account. Since he's already
lead you can see his name in the notification. You can also see the
country from where he is accessing the website, the page he's visiting, and the
duration of his session on Zylker's website. Apart from this, you see details
about his previous visits, his visitor score, and the number of days he's
visited Zylker's web page. Visitor score is nothing but the lead score pulled
from Zoho SalesIQ. The little chat icon here allows you to initiate a chat with
that visitor. So, let's say Bob is spending a lot of time in the Edition
comparison page. A quick chat can help him decide which Edition to proceed with.
This will also help you close deals faster. Now, let's go to the leads module.
What you see here is a related list that gets added with the integration which
shows the list of visit records for that particular lead or contact. Apart from
this, the integration also captures the visit summary of the lead. Bob is already
a lead so you can see his recent visit summary here. Now, every day Zylker's
website receives numerous visitors. Zylker sales reps sometimes cannot
handle the overwhelming notifications of the visitors being pushed into their CRM.
They cannot disable the notifications altogether as well. They manage this
using routing rules. Routing rules in SalesIQ allows them to decide which
visitors need to be tracked and these visitors can be assigned to specific
Zylker sales reps. Let's go to Settings-> Channels->Chat. Select Routing rules from
the portal settings. Here, we have some suggested routing rules that can be used.
Let's create a new one. Name your routing rule. Here, you can select the portal for
which the rule is created. Here, we specify the condition.
Visitor stage can be any of these CRM lead or CRM contact or any of the other
options. Say we want all CRM leads from a particular region to be assigned to a
particular user then we add that routing rule. Choose CRM Lead here. Choose region
here is equal to 'Texas'. Here you can select how you would like to assign the
visitors to the operators. Select Route one by one. Click on the plus icon and
assign the operators then click Save. If we want to send notifications about
visitors who do not belong to any of the criteria mentioned above to all CRM
users then you have to enable this checkbox, 'route rest of the visitors to
all users'. Let's take another case, Bob is going through one of Zylker's products
and he's already a lead in the CRM. Information about him is already
available in Zylker CRM. He's making an annual revenue of twenty five thousand
dollars. Zylker sales reps want to initiate a chat with him or any lead
with this annual revenue as soon as they visit the website. This is done using
Triggers. In your CRM account, go to Settings-> Channel-> Chat then select
Triggers from the portal settings. Let's create a new trigger. Enter the name for
the trigger then select the website for which the trigger is assigned. Here you
can choose when you would like to trigger this action. In this case let's
choose 'as soon as the lead lands on my website'. Select the visitor stage as CRM
lead. Enter criteria as annual revenue is more than twenty-five thousand dollars.
Then the type of action to be triggered is opening a chat window after five
seconds. Click Save. You can add more trigger rules by clicking on 'add' here.
Now, usually employees from support team who are also SalesIQ users attend to
the chat. We also see how we can assign CRM users to chat but if Zylker wants
users that are not in the CRM or SalesIQ to attend the live chat then they can
use the 'Manage Chat Team'. Go back to your CRM.
Go to Settings-> Channel-> Chat and select 'Manage Chat Team' from your portal
settings. Cliick on 'Add operator'.Zylker can add the number of chat operators
here by specifying their email ID and classifying them into one of the three
roles that are available. User with an Administrator role can access all of the
information, edit configurations and has the power to perform any action in Zoho
SalesIQ. User with a Supervisor role will have restricted power to perform
actions and can access only selective information whereas user with an
Associate role can connect and chat with website visitors and can access or view
only their data and chat information in the Zoho SalesIQ. Check this if you want
to monitor this operator. Once a user is allotted to a particular role it can be
changed by editing his profile. Let's go back to the CRM visitor tracking page.
You can disable a Sales IQ portal by selecting Settings-> disable this portal
here in CRM. You can also use the deactivate option here to disable all of
the portals at once.Thank you for watching this video. For more resources
on Zoho CRM please visit www.zoho.com/crm/resources