Acquire Articles

Monitor your outreach campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

You can monitor the progress of your sales outreach on the sales dashboard, which provides you with a visual representation of your company?s sales KPIs (with a 2-hour latency). The sales dashboard allows you to have a better understanding of the overall revenue compared to campaign-driven conversions, the most successful conversion personas, and campaign trend progress indicators. As a result, you can optimize sales performance throughout a specific period, which ultimately increases top line revenue.

With the sales dashboard, you can monitor sales outreach performance to track conversion rate and conversions, determine behavioral patterns among customer segments and notify stakeholders about over- or under-performing product categories.

Since you can optimize your outreach strategy by A/B testing different treatments, the sales dashboard allows you to drill-down to the level of actions that target your customers.

Tip:
  • The reporting dashboard is event-based: you must generate traffic for each of your campaigns and your A/B tested actions to see results. For example, if you defined an outreach campaign with two treatments that are A/B tested but only one of the treatments has been displayed to a customer yet, then the dashboard shows the campaign only with that particular treatment.
  • Every widget of the reporting dashboard (except the funnel) is conversion-based: you must set up and track conversion events in your account to see results.

The top four charts show various conversion related information:

  • Conversion Events ? displays the distribution of conversion events captured in the dashboard?s time interval
  • Overall Revenue ? displays the overall income and average order size based on all conversion events
  • Outreach Funnel ? provides a breakdown of the number of customers who were exposed to an outreach activity, started to interact with an outreach activity, and converted at the end
  • Revenue by Outreach ? displays the overall income and average order size generated by Bold360 Acquire

The middle section of the reporting dashboard displays outreach level progress charts:

  • Conversion Rate by Engagement Type ? shows the distribution of the different personas (outreach activity variations) who successfully generated a conversion event during the given engagement
  • Campaign Success Rate ? displays the distribution of outreach activities presented for converted customers on a given day

The Conversion by Outreach A/B variations chart at the bottom of the page displays a more granular view of your outreach activities, grouped by A/B variations. This chart shows you the distribution of outreach activity variations presented for converted customers on a given day.

Create your first proactive outreach campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

On the Engagement > Outreach page, you get an overview of your Bold360 outreach strategy: you see which outreach are running and the number of variations they each have.

To set up your first outreach campaign, do the following:

  1. On the Engagement > Outreach page, click Create outreach at the top of the page.
    Note: You can only edit a sales outreach that has not started yet.
    Tip: You can define your outreach strategy on account level and not on knowledge base level. This is why you see the same outreach campaigns regardless of which knowledge base you use. If you want to separate campaigns for each knowledge base, website, or customer then use naming prefixes and always define a URL as condition to make sure campaigns do not overlap.
  2. In the Outreach title field, name your sales outreach.
  3. Set the duration of your outreach.

    You can define specific dates or decide to manually start and end the sales outreach.

  4. Define criteria for selecting your target audience.

    You can define the criteria with AND/OR relations using the parameters that are listed below.

    Note: If you enable more than one criteria for a particular rule, then - depending on your AND/OR relations - all or some criteria must match for the rule to trigger an invitation. If you do not define any criteria then your sales outreach will target all your customers.
    Criteria name Goal Notes, Tips
    Device type Invite when the customer is using either a desktop or a mobile device.  
    Current URL Invite based on the URL of the page being visited. For example, if you specify /products/shoes.html, then Bold360 only sends an invite if the URL of the page that the customer visits contains that exact phrase. For example, a customer visiting the site www.mysite.com/products/shoes.html would trigger an invite, but a visit to the www.mysite.com/products/help/shoes.html site would not trigger anything.
    Note: It is recommended to define the Current URL criterion in each outreach campaigns to avoid confusing outreach behavior. Always try to define the most granular URL condition: if you define a campaign for a subpage then use the subpage?s URL as a condition, not just the main domain URL.
    Entry URL Invite based on the URL of the first page the customer sees on your site. Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Pages viewed in visit criteria.
    Pages viewed in visit Invite only after customers have viewed a certain number of pages on your site.  
    Referrer URL Invite based on the URL of the page from which the customer entered your site. Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Pages viewed in session criteria.
    Country Invite when the customer is in a specific country. You can select multiple countries.
    Email Invite customers whose email addresses contain specific characters. If you previously collected the email address of a customer (for example, in a pre-chat survey) and then that customer came back to the set and got identified again and the system knows his/her email address
    Extra info Define external signals that you can use with your outreach campaign.
    Note: This criteria may not be visible to you. Contact your Customer Success Manager to enable it.
    For more information on how to use the extra info condition, see What custom information can you define for your outreach activity?
    Customer info Invite according to information gathered about customers, which contains specific characters. Provided that you collect customer info either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
    Name Invite customers whose names contain specific characters. Provided that you collect customer name either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
    Phone Invite customers whose phone numbers contain specific characters. Provided that you collect customer phone number either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
    Customer ref. Invite customers whose names contain specific characters. Provided that you collect customer ref either via the VMS script from a website element or any other way, you can specify the previously collected info as a trigger for returning visitors.
    Customer status Invite new or returning customers. Choose new or returning from the drop-down list.
  5. Define what to show your customers when approaching them. You can name your actions to easily identify them when you run reports on your strategy.

    By default, the control group is 100% of your customers, who are not offered any of the following options.

    Option Description
    Launch AI chat window Displays a bot chat widget automatically in expanded mode. The drop-down list contains all the AI-enabled chat windows set up in the Bold360 Admin Center and the touchpoints set up in Bold360 AI. Touchpoints where you have defined welcome mode are excluded.

    Optionally, define the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options.

    Launch chat window Displays a minimized agent chat window automatically. As soon as the agent accepts the chat, the window is expanded.

    Optionally, define whether a Bold360 department should be available and the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options.

    Note: The chat window is displayed to customers only if the following conditions are met:
    • Website is open (based on website business hours)
    • Department is open and available ( based on department business hours)
    • ACD assigned the chat to an agent
    • Agent accepted the chat and sent the first message, which can be either a welcome message or something typed in

    When you set up a chat window, it is recommended to use a pre-chat form and define a department specifically for your Acquire campaign-related chats.

    Show custom invitation Displays a pre-defined invitation on the page. Both JavaScript and simple image type invitations can be used. Contact your Customer Success manager to set up a custom invitation.

    Optionally, define whether a Bold360 department should be available and the minimum amount of time (in seconds) that must elapse after the customer viewed a page and before a chat window is shown. To do so, click the ellipses icon (...) to the right and then click Show more options.

    Welcome chat window You can select those touchpoints where welcome mode is enabled. When the campaign action loads, there will be a small chat button with a welcome message. For more information, see How to define welcome messages for chat invitations.

    The widget preview on the right provides a visual representation of the actions of your outreach strategy. To experiment with your outreach strategy, you can split your audience to a control group and a treatment group to perform A/B testing on the performance of your widgets and invitations. By naming your default actions, you can also run reports on those actions. You can run reports to monitor the effectiveness of the individual strategy variations, including your default actions.

  6. Save your sales outreach:
    • Click Save Settings to save it as a draft. When you define a future start date, this option starts your outreach on the specified date.
    • Click Save and Start Now to launch the outreach.
      Note: The actual start date depends on what you defined when setting up an outreach.

How to differentiate customer experience

You can do the following to customize customer experience:
  • Leverage extra signals as triggers and context for the bot
  • Customize touchpoints
  • Set up a welcome message
  • Assign bot or agent depending on your outreach campaign
  • Delay displaying the campaign action for the end-user
  • Leverage the Extended Visitor Information engine to push data from third-parties that can be used later either to trigger a campaign or as context for the bot

How to manage an existing outreach

The outreach list provides an overview of your outreach strategy, including their current status and the number of treatment variations you set up to approach your customers. To update your outreach activities, do the following:

  1. On the Engagement > Outreach page, select an outreach to edit.
    • Select an Idle sales outreach to start it early or update its details
    • Select a Running sales outreach to manually end it.
    Note: To modify a running outreach campaign, you must first stop that outreach, copy it, and then start it with the modified settings.

  2. Update and save your sales outreach.
    • Click Save Settings to update the details of an outreach
    • Click End Now to close a running sales outreach
    • Click Save and Start Now to save the updated details of an outreach and start it immediately

Build a successful Acquire campaign

***These capabilities are in reference to accounts where Bold360 Acquire is currently enabled. We are no longer enabling Acquire on accounts.

With so many products and services to choose from, website buyers have a hard time determining what is right for them. Therefore, they often leave without making a purchase.

Acquire proactively guides website visitors through the discovery process and remove barriers to checkout with seamless proactive chatbot and human engagements that deliver personalized assistance at the right time.

By setting up an outreach campaign, you can decide how to get in touch with customers already on the website and how to approach them before a chat with the bot or a live agent starts.

For example, you can also differentiate between customers based on cart size. In this case, you can define two separate outreach activities: one for low-value cart size when the bot engages the customer, and another one for high-value cart size when a live agent helps the customer purchase items from your online store. Depending on cart size, the customer has different shopping experience.

You can use combinations of predefined invitations and widgets and essentially perform A/B test on your outreach campaign. To follow the progress of your outreach activities, see the Outreach Activity and Conversion Monitor.

You can define both proactive Acquire and regular (reactive) bots and chat windows for your website: the proactive Acquire deployment would serve as a sales bot, while the regular chat window would provide standard customer support. If you already have a chat window implemented, you can easily extend that window with Acquire capabilities.

Why would you define an outreach campaign

Setting up and running an outreach activity enables you to increase your topline revenue. Whether your intention is to provide information, help customers through a sales process, or promote purchasing your products to your potential customers, Acquire provides the option to proactively engage your potential customers and offers the following additional benefits:

  • Differentiate between customers based on low/high value leads and conversions
  • Assign the best persona. For example, based on hesitation or cart size, either a chatbot or a live agent engages the customer
  • Decide when to run and who to target proactively
  • Reactive and proactive deployments co-exist in harmony
  • Personalized treatments, such as custom JavaScript implementation beside regular bot or agent engagements
  • Provide insight into how to improve customer experience
  • Outreach campaigns can co-exist with regular AI and agent implementations in the website. In other words, having a static entry point (chat button) in the website's code does not affect Acquire's proactive actions.
  • You can extend an existing code snippet with Acquire related entries, such as a new website ID

Conversion tracking analytics

Note: Conversion tracking has been integrated into Proactive Outreach. For more information, contact your Customer Success Manager.

Conversion tracking measures how Digital DX AI affects sales on your website over time.

Digital DX AI uses a split traffic test. Website traffic is split into a Digital DX AI group and control group. This allows the tracking of both conversion rate and average order value, with and without Digital DX AI.

To enable conversion measurement:

  1. Navigate to Analytics > Tracking.
  2. Create a new Journey as described here.
  3. Implement the conversion script on your website. Charts with conversion analysis data are displayed.
Note: The Revenues parameter must be entered in the script for AOV and Incremental Revenue charts to be displayed.

Conversion rate chart

This chart shows the conversion rate of your site for the Digital DX AI group versus the control group (visitors without Digital DX AI).

Formula: Conversion Rate = (Number of Conversions / Number of Visitors) x 100.

AOV Average order value chart

This chart shows the Average Order Value of your site for the Digital DX AI group versus the control group (visitors without Digital DX  AI).

Formula: AOV = Total Revenue / Number of Conversions

Incremental revenue chart

This chart shows the difference in sales revenue between the Digital DX AI group versus the control group (visitors without Digital DX AI). For this calculation, control group sales are represented by extrapolated data that works on the assumption that all visitors are in the control group.

Formula: Incremental Revenue = Digital DX AI group Revenue - (Total Visitors x Conversion Rate Control Group x AOV Control Group).

  • Total revenue assisted by Digital DX AI is the total revenue from users in both groups during the selected time period.

Funnel chart

  • Total visitors: The total number of visitors to your website.
  • Visitors: The number of visitors who are shown a Digital DX AI widget versus those who are not (Control Group).
  • Converted: The percentage and total number of purchases made by users who used Digital DX AI versus those who did not.
  • Average order value: Provides you with the amount dependent on your currency set up by the amount of order revenues which were increased by users with Digital DX AI widgets against those who are not displayed with the Digital DX AI Widgets.
  • Total revenue: Total sales revenue from users who saw a Digital DX AI widget versus those who did not.

Details/logs

This chart is divided by two sections.

  • Topics leading to conversion: Questions asked by your customers on Digital DX AI before conversion.
  • Recent Conversions: A log of conversions tracked on your website.

What custom information can you define for your outreach activity?

The extra info criteria in your Outreach activity allows you to send and process external parameters or key-value pairs and use them to define the target audience when setting up an outreach activity in Bold360 Acquire. These external signals are processed when the customer visits your site and along with your other conditions, they can trigger the corresponding outreach activity. This signal is also an excellent means to customize user experience and both in terms of campaign segmentation and displaying the appropriate welcome message. The built-in outreach activity conditions are static signals, such as new or returning customer, country, page views in session, and so on. To give a few examples, let?s use the following scenarios.

Scenario 1 - Shopping cart size

In this case, the shopping cart value is an external signal that is sent in to Bold360 Acquire so that you can add a new type of condition to your outreach strategy. Let's say your AOS (average order size) is $210, then most probably you want to make sure that your customer is going to successfully finish the checkout process so that you gain another conversion event with the $500 amount. You can create two separate outreach activities: one for average cart value customers and another one for the high cart value customers where the ?cart size? condition would be below or above $200 accordingly (next to the other conditions, e.g. returning visitor, etc.). Since both of these customer types are important, but you focus on the latter group, you can assign the bot for low-cart customers and your sales force to the high-cart customers.

Scenario 2 - The customer has a high lead score

You already use a marketing tool to assign a score to all of your leads. Lead score is a very important metric in your organization so you want to differentiate between low and high scoring prospects. In this case, you can leverage the lead score from your third-party marketing tool and send it into Bold360 Acquire. You can then target leads according to their score with differentiated outreach activity.

Scenario 3 - The customer is browsing your site from an enterprise company?s network

If you use a reverse IP solution, such as Clearbit and Demandbase, or a paid contact database. When your customer is browsing your site from an enterprise network or is matching a record in your contact database, you can leverage this information as an external signal to trigger an outreach activity.

How to define Extended Visitor Info

Extended Visitor Info can be defined in two ways:

If visitor info is present when the page loads, the key-value pairs can be added to the Visitor Monitoring script
<!-- BoldChat Visitor Monitor HTML v5.00 -->
<script type="text/javascript">
    window._bcvma = window._bcvma || [];
    _bcvma.push(["setAccountID", "662109772134512"]);
    _bcvma.push(["setParameter", "WebsiteID", "2826355619995821"]);
    _bcvma.push(["setParameter", "InvitationID", "2826356147429652"]);
     
    _bcvma.push(["setExtendedVisitorInfo", "companyName", "LogMeIn"]);
    _bcvma.push(["setExtendedVisitorInfo", "marketCap", "70000000000"]);
     
    _bcvma.push(["pageViewed"]);
    var bcLoad = function(){
        if(window.bcLoaded) return; window.bcLoaded = true;
        var vms = document.createElement("script"); vms.type = "text/javascript"; vms.async = true;
        vms.src = ('https:'==document.location.protocol?'https://':'http://') + "vmss-app51.boldchat.com/aid/662109772134512/bc.vms4/vms.js";
        var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(vms, s);
    };
    if(window.pageViewer && pageViewer.load) pageViewer.load();
    else if(document.readyState=="complete") bcLoad();
    else if(window.addEventListener) window.addEventListener('load', bcLoad, false);
    else window.attachEvent('onload', bcLoad);
</script>
<noscript>
    <a href="http://www.boldchat.com" title="Live Chat" target="_blank"><img alt="Live Chat" src="https://vms-app51.boldchat.com/aid/662109772134512/bc.vmi?wdid=2826355619995821&amp;vr=&amp;vn=&amp;vi=&amp;ve=&amp;vp=&amp;curl=" border="0" width="1" height="1" /></a>
</noscript>
<!-- /BoldChat Visitor Monitor HTML v5.00 -->
Any time after the page is loaded
_bcvm.pageViewer.setExtendedVisitorInfo('companyName', 'LogMeIn');
_bcvm.pageViewer.setExtendedVisitorInfo('marketCap', '70000000000');

These key-value pairs can be leveraged as context for the bot as follows:

  1. Create new context categories with the exact (case sensitive) variable names (for example, companyName or marketCap from above)
  2. Use the captured values as context for the article variations (for example, ?LogMeIn? or ?70000000000?).

Subsequently, the bot will be context-aware and will show the relevant variations.

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Set up an email account

Set up an email account

Configure Digital DX to receive, track, and manage emails.

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

    Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.