Chat tools are playing an increasingly popular role in CX when it comes to support services and customer engagement. Marketo users can now leverage the new Dynamic Chat feature at no additional cost, making it a “no-brainer” to start exploring. Here are a few ways Dynamic Chat can help you “level up” your Marketo instance:
Gartner research predicts that by 2025, 80% of B2B interactions between suppliers and buyers will occur in digital channels. This is because 33% of all buyers desire a seller-free sales experience – a preference that climbs to 44% for millennials.
- Gartner Future of Sales
Leverage data from your Marketo database to create personalized chat interactions
Marketo allows you to leverage the same customer data across all of your marketing channels - including Dynamic Chat. This means that you can tailor your chat interactions based on behavior and preferences, and existing information and data fields in your database, resulting in a more engaging and personalized experiences with potential leads and customers.
For example, you can skip asking for information you already know if the value already exists in Marketo, or you can choose to overwrite the previous value. This is a great way to reduce redundant questions and tailor the chat to individual persons.
Create custom lead routing rules
With Dynamic Chat you can create custom routing rules based on lead, country and inferred attributes and assign inquiries to specific team members based those criteria - in turn making it easier for your leads and customers get connected to who or what they’re looking for as quickly as possible.
Book meetings directly in a chat interaction
Book meetings directly in a chat message by connecting your Outlook or Gmail calendar. Once a team member has connected their calendar to Dynamic Chat, their calendar will be available for users to schedule meetings. You can also set up an autoreply email using available person tokens as well as include a unique Google Meet or Microsoft Teams link to your message.
Leverage Dynamic Chat activity types when building Smart Lists and Smart Campaigns
Use the Dynamic Chat activity types as triggers and filters in smart lists and smart campaigns. In some cases, it might be helpful to retarget or build operational programs based on chat engagement.
Use chat transcripts and engagement as an added data source for analysing the customer journey
Dynamic chat keeps historic data on your transcripts and interactions which in turn can enable you to gain insights into things like customer behavior, customer need/support areas, preferences, and much more.
In addition, you can get an overview on # of conversations triggered, interaction rates, conversation completion rates, meetings booked, etc. Use this data as fuel for your marketing, sales and CX strategy.
Sync chat data to your CRM (or other platforms) to enable greater insight on leads and customers across marketing, sales and customer support teams
This goes without saying but… consider the data you capture from Dynamic Chat and how that information could be useful across team members. For example, inbound messages containing inquiry details can be easily synchronised to a contact record in the CRM and other relevant platforms. In general, chat tools are a great way to gain more insight and build/enrich customer profiles early on in the customer journey.
When used effectively, Dynamic Chat is a great tool to enable better CX while providing Marketo users with easy-to-use resources to gain more insights into the customer journey.
Have questions about Marketo or implementing Dynamic Chat? We're one of the largest teams of certified Marketo experts in the Nordics. Feel free to get in touch for a 1-on-1 consultation:
Looking to boost website engagement and capture more leads? Discover how Marketo Dynamic Chat can transform your customer interactions with real-time, personalised conversations. Our step-by-step guide shows you how to easily set up chatbots, sync with your Marketo instance, and optimise performance for better conversions.
October 24, 2024
Duplicate records in your marketing automation platform can wreak havoc on your campaigns and sales processes. They often stem from CRM systems and can lead to poor customer experiences, inaccurate data, and increased costs. Learn effective strategies to prevent and manage duplicates for improved data quality and customer experience.
September 19, 2024
In the evolving landscape of digital marketing and customer engagement, businesses are constantly seeking innovative personalised ways to connect with their customers. If you use Account Engagement (formerly Pardot) for marketing automation, there is one function that has gained significant traction to achieve this - conditional completion actions. By employing this powerful functionality, companies can enhance their customer interactions and drive more meaningful and adaptive conversions. In this blog post, we will explore the concept of conditional completion actions and discuss their potential impact on account engagement.
September 19, 2024
Establishing efficient marketing processes may take up-front time investments, but they will help teams to be more productive in the long run, and encourage better customer relationships. Smoother processes are just one benefit, but in time, tracking performance becomes easier, which in turn allows companies to more quickly adjust and make changes, rather than spending resources on a project just to find out something isn't working.
September 19, 2024
When it comes to marketing and sales, one of the most important developments in strategy in the last decade is the understanding that all leads are not created equal. The rise of more personalized marketing messages, micro-targeting, more specific audience segmentation and SMART content means we face the greater challenge of getting it all right, with more pieces of the puzzle needing to fit seamlessly together.
September 19, 2024
Some of our clients
