Let's talk about the elephant in the room: sometimes it's annoying or just plain tough to adopt a new product. Especially when you need to get your entire team up and running ASAP to meet your monthly sales goals.
At Drift, we study the Customer Lifecycle, which means we want to make it magically easy for Sales teams to get the value they're looking for: booking meetings. With our easy onboarding, they're able to crush the metric that matters to them ASAP. After understanding these teams, their workflows, and commonly asked questions, we've created this ultimate guide to getting your team started booking meetings on the same day they sign up :-)
What's in this doc:
- Invitation + Account Creation
- Profile Setup + Calendar Integration
- Setting up Different Types of Meetings
- The Conversations View, Status, Tagging, and more
- Agent Status Setup
- Notifications Setup
- Automated Email Followups
Whew! Let's get started.
When you're invited by an account Admin to join your team, you'll receive an email from firstname.lastname@example.org. These invitations expire after 72 hours.
When you click the Activate Account button, you will be prompted to start setting up your account!
Just enter your name, and then you can preview your Profile on the right. (Upload a photo if you have one on hand, but you'll be able to do this easily later on too).
If you'd like, drag and drop or click to upload a photo to be used as your account avatar.
Click Continue to your Password.
As soon as you click Continue to Meetings, you can choose either a Gmail or Office 365 calendar to connect, so that you can start booking meetings immediately! You'll be prompted for your calendar account credentials.
Once you have successfully connected your calendar, select a specific Calendar availability from the dropdown that you want to sync with Drift (for example, some people have both a work calendar and personal calendar synced, but only want to account for work schedule when booking meetings):
You can also choose to skip calendar setup if you'd like, by clicking Don't connect my calendar.
After that, you'll be prompted to install the Chrome extension. Before installing your Chrome extension you can take a look at all the meeting types you can create and the different calendar settings available. For more on the Chrome extension, read the doc here.
You can choose to install or skip install of the extension. You'll then be taken into your home dashboard!
Now that you have connected your calendar, you can start "dropping" your calendar within chat conversations, email signatures, or Playbooks to book meetings!. You also have the option to customize the type of meetings visitors book on your calendar.
Head over to My Meetings to customize your meetings by selecting Meeting Name, Length, Link (the url at which a user can book that specific type of meeting), Location, and Description.
Under Calendar Settings you can find Buffer Time, which is the amount of time you would like to set between meetings. This is really useful for those calls you suspect may run long or to give yourself a breather!
You can also choose a Minimum notice time, which is the minimum amount of time a lead must give you before they can schedule a meeting with you. For example, if you have a 4 hour minimum notice time, someone who tries to book a meeting with you at 12 pm won't be able to schedule until 4 pm or later, provided you have that time available!
For the Complete Guide to Booking Meetings with Drift visit this Help Doc.
Before you go, you probably want to learn about how conversations look...
The Conversation Overview
Within Drift, here's what your conversation view will look like. Depending on your permissions (set by your Admin), you'll see all conversations or conversations that you're a participant in.
On the left, you'll see a list of conversations (Open conversations, in the below example). When someone "unknown" starts a conversation, they'll be shown as a "Site Visitor." Once they enter their email address, we'll enrich the data on the customer to give you a more robust understanding of who they are.
On the right, you'll see the contact sidebar, where you can manage/view custom attributes, CQL score, and see additional information about the contact/lead.
You can ask for someone's email address at any point in the conversation (even outside of the email form!) and it will update in their profile. You can also edit which attributes are shown on the right from any customer's profile.
For more on the conversation view, read this help doc.
Changing the conversation status is the primary way to organize your conversations. Ideally, you would keep all new, active conversations in their "Open" state.
Any chats that require follow-up or are incomplete for some reason should be in "Pending."
"Closed" status speaks for itself. Whenever a conversation is over, change the status to "Closed" and it'll go into the closed queue. A conversation won't ever be entirely deleted, it'll remain in the customer's profile timeline. If they continue the conversation, it'll reopen and come through the "Open" queue.
Along the top left you can manage which view you're in, depending on conversation status. To manage individual conversation status, change it within the composer along the bottom.
For more on conversation status, read this help doc.
Set Your Status
Rep status is important to understand as a team, in order to organize who's responsible for new conversations coming in.
To change your status, flip the toggle in the bottom left of your screen or click your avatar and flip the switch there.
Here are the status types and what they mean:
- You will be routed into conversations according to your teams' routing rules and Playbook setup.
- You won't be added into any conversations that are round-robin-based, unless there's a calendar drop included in the Playbook.
When a conversation comes in and no one is in the catch-all rule or if your team is away, the conversation may go unassigned. These conversations will exist in the "Open" and "No Participants" queue.
If you want to add another participant from you team to join the conversation, you can do so right in the view!
Operating Out of Your Queue
As you can see above, there are several different conversation queues. All new conversations can always be found in "Open."
- If there's one person in the catch all rule, operate out of the "Open" queue.
- If there's more than one person in the rule, operate out of the "Your Conversations" queues. This will keep reps from stepping on each others' toes.
- If you have a lot of bots running, where technically there are no participants in the conversation, then always check the "no Participants" queue and make sure every conversation has a participant. No lead left behind!
You can customize your notifications under My Settings > My Account > Notifications. These settings are at a rep level, so each person can adjust them to their liking.
You can be notified in 3 ways: Email, Browser, and Mobile.
Recommendations: Only set notifications for conversations assigned to you. If there's always someone monitoring incoming chats in the app, there's no need to be notified whenever any new conversation is started.
For more information on notifications, check out this doc.
Email fallback is a feature that allows for conversations to be continued, even if a customer leaves the page.
If someone doesn't read your message for 15+ minutes, you'll see this message in the conversation (only visible to you):
The customer will receive an email that has the chat transcript included, like this:
The customer can then either respond via email to continue the conversation (it'll continue in the same thread) or they can click on a link that will take them back to the website page.
For more information on the fallback email, check out this doc.
Tagging is just another way of organizing conversations. We use it for a variety of different reasons, including marking new leads, feature requests, bug reports, follow-up required, etc. It's really up to you to create a system that works best for the team.
Here's what it looks like when you choose a conversation tag:
The beauty of tagging is that you can filter based on them. For example, if I wanted to view all conversations with a "follow-up required" tag, I can filter and then work through the list on its own.
Here's what it looks like to select a custom filter with tags:
These are great to use as a quick way to answer common customer questions. If you click on the + icon in the conversation view, you'll see the option to enter a saved reply. To configure your saved replies, go here. (This can only be managed by an Admin)
Check it out:
Internal notes are a great way to communicate the state of a conversation with your team, or just a way to make a note for yourself later.
For example, if I have a customer who wants more information on pricing and we decide to take it offline, I can make a note that we have a call. Or, if someone wants to follow-up with a customer, notes are helpful to know the last action taken on someone's account.
Click the + icon and then Post internal note. You'll see the composer turn yellow to indicate internal note status.
The contact profile is where you can helpful information and context about the person you're talking to. You can enroll them into a sequence, "follow" them, or unsubscribe them from emails. You can also view the pages they've seen, the Playbooks they've engaged with, and see their conversations.
You can also proactively send them a message.
Drift Profiles are like a digital business card. It gives customers a direct channel to reach you. They allow customers to chat with you directly, schedule meetings, etc. You can and they'll look something like this once they're live:
For more information on setting up your personal profile, check out this doc.
Want to get more leads without really having to do... anything? Well, now you can easily provide someone with a link to your Drift Profile and they can book a meeting with you directly on your calendar.
They can choose a day and time and you'll both get an invite.
The Live View
The Live View is a tool that allows you to see a live feed of identified customers, as they're on your site. This is another way to proactively message leads or customers while they're most engaged and high intent.
You can view what page an identified customer is on and tailor a unique message to them at the optimal point of contact.
Inviting New Team Members
You can manage your team and invite them to your Drift account here. Once they receive the invite email, they can go through the signup steps on their own.
You can customize your business hours, widget targeting, widget design, and more here.
For more Admin-related tasks, check this doc here.
Setting up integrations is the best way to build Drift into your existing workflow, you can setup your Salesforce integration, knowledge base integration, or use Zapier to build almost any other integration you might need.
You can watch training videos at Drift Insider.