Armed with intelligence about leads
“We wanted a tool that could give us more intelligence about the leads coming to us, which would help us qualify them more quickly,” CathyLee says.
Envoy switched to Intercom to acquire leads faster. Now when their ADRs begin a live chat, they access data about the lead from Clearbit Enrichment – title, company details like employee count, industry and more – based on the prospect’s email address. Armed with this intelligence as soon as any chat starts, ADRs can segment leads based on Envoy’s qualification criteria.
For example, businesses with fewer than 50 employees fall into the self-service category. Those leads can be pushed to support, or are nurtured in marketing campaigns. ADRs can forward leads from larger companies to Envoy’s SMB or mid-market sales teams, depending on company size. Clearbit can also pull titles of prospects – another way to assure leads are high-quality. Leads with titles like “Director of Security” or “Facilities Manager” are in Envoy’s sweet spot.
“Right off the bat, ADRs can tell they’re talking to the right contact, even as they’re starting a conversation,” CathyLee says. ADRs can use Intercom Messages to introduce sales opportunities to the AEs, add notes to summarize conversations and link opportunities to Salesforce.
Envoy’s growing ADR team keeps up the pace with Intercom
“Intercom dramatically increased our volume of leads – and we saw another jump when we added auto messages,” CathyLee says. Leads generated by Intercom now make up 33% of Envoy’s leads. Their ADRs conduct about 1,200 monthly sales conversations through Intercom Messages.
As Envoy prepares to double the size of its ADR team, Intercom will help the company step up the pace for lead qualification. In addition to qualifying prospective customers over chat, Envoy also uses Intercom Messages. With 60 percent of its new leads coming from free trials, the company nurtures those leads through campaigns and offers the option to talk to a sales contact.
“One of the most valuable features of Intercom is that it gives your teams more at-bats,” CathyLee says. “And the more conversations you can start, the more opportunities your team has to qualify those leads.”