As in-person events disappeared over the past year, ISVs were forced to quickly pivot their pipeline-generating strategies. Digital channels emerged as the real MVP, and ISVs found innovative ways to connect with buyers in a virtual world.
Salesforce recently unveiled AppExchange Chat, a new product designed to help ISVs meet with top prospects instantly using live chat and chatbots, right on your AppExchange listing. AppExchange Chat opens up an entirely new way to connect with qualified leads, generate pipeline, and ultimately get even more out of your AppExchange listing. But what’s the best way to use this tool?
In this CodeScience ISV Growth Series webinar, you’ll hear from chat experts at Salesforce and Qualified to learn:
- How to get started using AppExchange Chat to convert traffic to qualified leads and build pipeline
- Best practices for leveraging conversational marketing within AppExchange and on your own website
- Top tips & techniques to make the most of AppExchange Chat and maximize your ROI
Top 5 Ways to Build Pipeline With AppExchange Chat
1. Top Five Ways to Build
Pipeline with AppExchange
Chat
June 3, 2021
WIP - to be updated for CodeScience Webinar
2. This presentation contains forward-looking statements about the Company’s financial and operating results, which may include expected GAAP and non-GAAP
financial and other operating and non-operating results, including revenue, net income, earnings per share, operating cash flow growth, operating margin
improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, stock-based compensation expenses,
amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals, expected capital allocation, including
mergers and acquisitions (such as the proposed acquisition of Slack Technologies, Inc.), capital expenditures and other investments, expectations regarding closing
contemplated acquisitions and contributions from acquired companies. The achievement or success of the matters covered by such forward-looking statements
involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the Company’s results could
differ materially from the results expressed or implied by the forward-looking statements it makes. The risks and uncertainties referred to above include those factors
discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission, including, but not limited to: risks associated with our ability to
consummate the proposed Slack Technologies, Inc. transaction on a timely basis or at all; our ability to successfully integrate Slack Technologies, Inc.’s operations; our
ability to realize the anticipated benefits of the proposed transaction; the impact of Slack Technologies, Inc.’s business model on our ability to forecast revenue
results; disruption from the transaction making it more difficult to maintain business and operational relationships; the impact of, and actions we may take in
response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain service
performance and security levels meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent,
detect and remediate performance degradation and security breaches; our ability to secure and costs related to data center capacity and other infrastructure
provided by third parties; our reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations,
including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy; current and potential
litigation involving us or our industry, including litigation involving acquired entities such as Tableau; regulatory developments and regulatory investigations involving
us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services beyond the CRM
market; the success of our strategy of acquiring or making investments in complementary businesses and strategic partnerships; our ability to compete in the market
in which we participate; the success of our business strategy and our plan to build our business; our ability to execute our business plans; our ability to continue to
grow unearned revenue and remaining performance obligation; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our
sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international expansion strategy; the demands on our
personnel and infrastructure resulting from significant growth in our customer base and operations; our dependency on the development and maintenance of the
infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating
results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments
in complementary businesses through our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the
valuation of our deferred tax assets and the release of related valuation allowances; uncertainties regarding our tax obligations in connection with potential
jurisdictional transfers of intellectual property; uncertainties regarding the effect of general economic conditions; and risks related to our debt and lease obligations.
Forward-Looking Statements
031621
4. Meet The Speakers
Molly Walsh
Senior Director of
Marketing
CodeScience
Katie O’Neil
Customer
Success Manager
Qualified
Shawna Moran
Director,
AppExchange Product
Programs
Salesforce
5. Who is CodeScience?
● Founding partner of the Salesforce Product
Development Organization (PDO) Program
● We partner with clients to build solutions on the
Salesforce AppExchange
● Named first Master PDO in 2017
● From design to build to implementation, we
support through the full lifecycle
12. AppExchange Chat: Instant Meetings and Pipeline
RUN REAL-TIME SALES
DISCOVERY
ANSWER QUESTIONS
AND POSITION
TALK PRICING AND
HANDLE OBJECTIONS
SPEED TO LEAD!
INSTANTLY MEET
USING LIVE CHAT &
VOICE-CALLS
13. 5 Ways to Maximize Success
with AppExchange Chat
Here are 5 ways to get the most out of the platform
and convert more visitors into pipeline.
1
2
3
4
5
Use Salesforce Data to intelligently engage
Prioritize the right visitors
Use shortcuts
Leverage the voice-call
Lock in next meeting
14. Use Salesforce Data to Deliver a 5-Star Experience
TIP #1: USE SALESFORCE DATA TO INTELLIGENTLY ENGAGE
● Surface relevant Lead, Contact,
Account and Opportunity Data
● Route visitors to proper owners
● Get loud with alerts and
notifications
● Personalize your greetings and
conversations
15. Prioritize Visitors with Live Streams
TIP #2: PRIORITIZE THE RIGHT VISITORS
Target Account Segment
PASTE SITE IMAGE HERE
(DOUBLE CLICK AN IMAGE
AFTER PASTING TO CROP IT)
Open Pipeline Segment Working Leads Existing Customer
Becca Clausing
JP Morgan Chase
Employees
Revenue
BDR Owner
Account Owner
128,000
$23.2B
NA East Group
Megan Walker
Melissa Darcy
Fujitsu Semiconductor
Employees
Revenue
BDR Owner
Account Owner
34,000
$2.3B
APAC Group
Jeremy Ritter
Jeff Richards
Volkswagen
Employees
Revenue
BDR Owner
Account Owner
17,000
$15.5B
EU Group
Mike Ryan
Tony Armenio
Stripe
Employees
Revenue
BDR Owner
Account Owner
4,300
$430M
NA West Group
Brandon Cheng
Jessica Withers
Walmart
Employees
Revenue
BDR Owner
Account Owner
128,000
$125.0B
NA Central
Group
Neeraj Katsuri
James Whiteford
Blue Shield
Employees
Revenue
BDR Owner
Account Owner
13,000
$1.5B
NA Central
Group
Sean Hasimi
Michelle O’Neill
Twilio
Employees
Revenue
BDR Owner
Account Owner
3,200
$2.8B
NA West Group
Suzy Paulson
Daniel Barrett
Tesla Motors
Employees
Revenue
BDR Owner
Account Owner
58,000
$4.5B
NA West Group
Tim Dolan
ARRIVAL ON LISTING
(NEWEST ON TOP)
POUNCING PRIORITY
(VIPS ON LEFT)
16. Best Approach: When a target account arrives on your listing, reference that you understand their company and
business and why your product or service is a good fit.
Pro Tip: Position yourself as a 1:1 concierge for their company as they engage with you on your listing.
Hot Visitor: ABM Target Accounts
Sara Salesrep
TARGET ACCOUNT
Volkswagen Group
Welcome Volkswagen team!
I’m the dedicated rep for VW.
Looking for a solution that works
well with your Salesforce
instance?
TIP #2: PRIORITIZE THE RIGHT VISITORS
17. Best Approach: Visitors in an active buying cycle deserve VIP treatment. Chat is a good touchpoint to keep the deal
progressing. Show them you understand who they are, their business needs and which buying stage they sit in.
Pro Tip: Setup alerts to notify you when your open opportunity is on your listing; this is a buyer you won’t want to
miss.
Hot Visitor: Open Opportunities
Sara Salesrep
OPEN OPPORTUNITY
Wells Fargo
👋 Welcome, Wells Fargo team! I’m
Sara on Alex’s team.
How was your demo this morning?
I’m here if you have questions!
TIP #2: PRIORITIZE THE RIGHT VISITORS
18. Best Approach: Real-time conversations close the gap between outbound & inbound work streams to flip leads
quickly. This lead is onsite because you sent them. Reference their name and the content you chose for them.
Pro Tip: Push the meeting booker to move the buying cycle forward.
Hot Visitor: Working Leads
WORKING LEAD
Chris Smith
Sara Salesrep
👋 Hi Chris! Thanks for checking
out the content I sent over.
Noticed you didn’t confirm a
meeting time… no problem, select
a time right here!
TIP #2: PRIORITIZE THE RIGHT VISITORS
19. Keep Things Speedy with Shortcuts
Show them you’re human
Sara Salesrep
Human here! 👋
Human there?
Condense your
shortcuts. Two concise
shortcuts draw more
attention and is less
likely to be mistaken
as a bot vs one long
shortcut.
Reference the day of the week
Sara Salesrep
Hey there, Happy Friday!
We did it 🙌
Drive people to reviews
Sara Salesrep
Looking for some customer
validation? Don’t forget to
check out our reviews ⭐
When they’re ignoring you
Sara Salesrep
Not ready to chat, that’s ok! If
you change your mind, I’ll be
down here👇
TIP #3: USE SHORTCUTS
When someone closes the bot
Sara Salesrep
Not looking to chat with a bot?
Good thing I’m human!
20. Infuse Personality with Emojis
Use to convey
you’re human
‘/human’
👋
Use to supplement
or replace hello
‘/wave’
✌
Use to supplement
or replace hello
‘/peace’
💸
To soften any
‘pricing’ convo
‘/$’
👍
Good way to close
a conversation
‘/thumbs’
💥
Use to add
emphasis
‘/fire’
🎉
Use to welcome or
add emphasis
‘/party’
TIP #3: USE SHORTCUTS
21. Use GIFs to Catch Your Buyers’ Attention
TIP #3: USE SHORTCUTS
I know there’s a lot of info here...
Human here with the answers!
^ Human or a bot?
It’s Blake, I’m a real person last time
I checked!
22. Seamlessly Transition to a Voice-Call
TIP #4: LEVERAGE THE VOICE-CALL
Voice-calls are where high-fidelity sales conversations happen
When
● Some conversations - like complex pricing and product
questions - can get nuanced over live chat
● When the time is right, invite your visitor to hop on a
phone call
Why
● Phone call functionality takes any chat conversation to
the next level
● This is a great way to build trust and rapport with your
buyer
● Calls help you quickly qualify (or disqualify) visitors
23. Get Your Next Steps on the Books
TIP #5: LOCK IN NEXT STEPS
Invite visitors to book a meeting within AppExchange Chat messenger
When
● Whether your next step is a discovery call, product
demo, or pricing discussion, you’ll want to wrap every
conversation by inviting your visitors to book the next
meeting
● Offer up a meeting booker that shows calendar
availability for yourself, your teammates, or your
Account Executive
Why
● Always be closing! Lock in your next steps while your
product or service is top of mind.
25. Pilot Partner Success
AppExchange Chat
422%
ROI
300% increase in
MQLs from
AppExchange
£707K in sourced
pipeline
£1.5M influenced
400%
increase in influenced
pipeline
250% increase in
MQLs from
AppExchange
$1.7M in pipeline
26. AppExchange Chat AMP Program
Available Now!
What
Configure the chat app to answer questions,
gather contact information, and capture leads
12 month program, starting 6 weeks out from
contract signing
Implementation process
Partner signs up> Partner completes deliverables
> AMP sends contract > AMP assigns go-live date
(1-6 weeks after receiving signed contract)
>Partner Setup with Qualified
Partner resource requirements
A minimum of two sales team members and a
plan to staff AppExchange Chat
$15K USD Annually
27. AppExchange Marketplace Analytics
See how users are starting conversations and
booking meetings with your sales reps on
AppExchange Chat in this latest enhancement!
Some historical performance metrics include
(a guide, not a guarantee):
How Partners Track Performance
On-Demand Engagement Tracking
20x
higher rate of
prospect
engagement
17%
engagements
turned into human
+ bot conversations
28. Who you gonna call?
When Questions Arise—
AppExchange Chat program inquiries
= Contact the AMP team
at ampteam@salesforce.com
Implementation inquiries
= Contact your Qualified consultant or
go to qualified.com/university
32. AppExchange Marketplace Analytics
See how users are starting conversations and
booking meetings with your sales reps on
AppExchange Chat in this latest enhancement!
● lead events
● new leads created
● bot vs human conversations
● meetings booked
How Partners Track Performance
On-Demand Engagement Tracking
33. Any Questions?
Cameron Tyler
Senior Director of
Demand Generation
Copado
Sophie Winter
Senior Marketing
Manager
Natterbox
Shawna Moran
Director,
AppExchange Product
Programs
Salesforce
Ciara Musson
AppExchange
Partner Experience
Manager
Salesforce
34. AppExchange Marketplace Analytics
See how users are starting conversations and
booking meetings with your sales reps on
AppExchange Chat in this latest enhancement!
Some historical performance metrics include
(a guide, not a guarantee):
How Partners Track Performance
On-Demand Engagement Tracking
20x
higher rate of
prospect
engagement
17%
engagements
turned into human
+ bot conversations
35. Connecting customers and partners with real-time conversations
AppExchange Chat
Customers
Get real-time answers
to their questions,
directly on the
AppExchange listing
Partners
Drive meaningful
customer
engagements in this
new all-virtual world
36. AppExchange Chat
Get answers from partner
experts to make smarter, faster
decisions
Real-time, human conversations
• Chat live with partner experts directly on select
AppExchange listings
All your questions answered in one place
• Get real-time access to all the information you
need without leaving AppExchange
Make better-informed business decisions
• Drive productivity by finding the right apps for
your business challenges
37. Partner view of connecting with a customer
AppExchange Chat Partner Experience
Connect with visitors 24/7
• Leverage live chat, voice calls, and Chatbots
to engage in a meaningful way
Generate more Leads & Pipeline
• Capture leads and book meetings for your
sales team around the clock
Full visibility into every site visitor
• Live reporting on who is viewing and
engaging with your listing
Live view of visitors
on the listing
Live chat with
VOIP option
Data from partner’s
CRM org about the
visitor