Abandoned Chat - Calendar Booking
Convert inbound and known leads into booked meetings
Sales Stage
Pre-Sales
Difficulty
Easy
Impact
Medium
Channels
Overview
What happens when a prospect initiates communication with a website chat feature, but you can’t connect with them? Send a calendar invite to this inbound lead with tailored messaging. New technology even makes it possible to book a meeting on their calendar. This is a last-ditch effort to make a connection, and it's a little risky to schedule a meeting without a qualified call first. But getting a meeting on their calendar is worthwhile. There's a good chance the prospect will take the meeting. Even if they accept the invitation by accident and want to renegotiate, they might offer you something to get out of the meeting.
Key Features
Data Types
Triggers
- Identify visitors who engage in a website form or chat but does not convert
Actions
- Wait for a given period of time
- Send Calendar Invite to contact who abandoned form
Default Natural Language Configuration
When a company abandons a chat then wait a period of time then Send a calendar invite from select user
Standard Operating Procedure
1. Monitor Chat Engagement
- Set up system to track website chat interactions
- Identify visitors who start but don't complete chats
2. Configure Wait Period
- Determine appropriate waiting period (e.g., 10 days)
- Set up automated timer for each abandoned chat
3. Prepare Calendar Invite
- Create template for calendar invite
- Customize message referencing incomplete chat
- Select appropriate team member as meeting host
4. Automate Calendar Booking
- Configure system to send calendar invite after wait period
- Ensure invite includes engaging message and meeting details
5. Follow-Up Communication
- Set up automated email to accompany calendar invite
- Prepare additional touchpoints (text, phone) if needed
6. Track Acceptance and Response
- Monitor invite acceptance rates
- Record any rescheduling requests or declines
7. Prepare for Meeting
- Brief sales team on context of each booked meeting
- Gather relevant information from initial chat interaction
8. Conduct Meeting and Next Steps
- Hold scheduled meeting with prospect
- Determine appropriate follow-up actions based on outcome
9. Analyze and Optimize
- Track success rates of this approach
- Adjust wait times, messaging, or overall strategy as needed
Yield Model
Yield in $ Formula
Potential Yield = (VAC * IR * ER * CR / 10^6) * ADSKey Drivers
Driver Definitions
Identification Rate (IR) This measures the success rate in identifying the company or organization associated with an abandoned chat.
Engagement Rate (ER) This reflects the success in engaging the identified company's buying group or relevant contacts.
Conversion Rate (CR) This metric indicates the proportion of leads that convert into customers. A higher conversion rate suggests a more effective engagement and follow-up strategy.
Average Deal Size (ADS) This refers to the average revenue generated from each successful deal. Maximizing the average deal size is essential for increasing overall revenue, especially when the number of conversions is limited.
Volume of Abandoned Chats (VAC) This metric represents the total number of chats that were started but not completed. It serves as an indicator of the potential lead volume that can be recovered and nurtured.
AI Agent Prompt Template
I. Prompt Instructions - Overview
This email template is designed for the "Abandoned Chat - Calendar Booking" GTM Play. It targets contacts who have engaged in a website chat but did not convert. The goal is to re-engage these prospects by proactively scheduling a meeting and notifying them about it, with the ultimate aim of converting the lead into a meeting.
II. Information Included
The email will include personalized information between <context></context> for proper dynamic insertion:
- Company Information: Insight into the prospect's company, including identified pain points and behavior from engagement history.
- Signals & Behavior: Details on the account's engagement history and recent intent signals, particularly focusing on the abandoned chat or form.
- Account History: Includes documented CRM account history along with a complete history of conversation data recorded via Chorus Conversational Intelligence.
- Contact Information: A group of five contacts across the buying committee, including the contact's role, persona information, and other details to personalize the email.
- Content Library: Relevant content, such as upcoming webinars, whitepapers, or downloadable content that can be included as part of the follow-up.
- Messaging: A comprehensive messaging library that addresses persona-specific and segment-specific pain points, delivering tailored content that aligns with the account's segment and the contact's role.
- Copilot AI Account Summary: A summary that merges ZoomInfo data, customer CRM data, email communications, and call recordings, offering a clear overview of the account's pain points and strategic goals, along with actionable next steps.
III. Email Structure
<email> <subject>{{Personalized Subject Line}}</subject> <body> <p>Hi {{Contact.FirstName}},</p> <p>I noticed you were exploring {{CompanyName}}'s {{ProductOrService}} on our website recently. To ensure we address any questions you might have, I've taken the liberty of scheduling a brief call for us on {{ScheduledDate}} at {{ScheduledTime}}.</p> <p>During our call, we can discuss:</p> <ul> <li>Your specific needs and how {{CompanyName}} can address them</li> <li>Any questions you have about our {{ProductOrService}}</li> <li>Next steps if you're interested in moving forward</li> </ul> <p>If this time doesn't work for you, please feel free to reschedule using this link: {{ReschedulingLink}}</p> <p>In the meantime, you might find this resource helpful: {{ContentLibrary.RelevantResource}}</p> <p>Looking forward to our conversation!</p> <p>Best regards,</p> <p>{{Sender.Name}}</p> <p>{{Sender.Title}}, {{Sender.Company}}</p> <p>{{Sender.ContactDetails}}</p> </body> </email>IV. Context
<context> <Company Information> **`{{Company Information}}`** </Company Information> --- <Signals & Behavior> **`{{Signals & Behavior}}`** </Signals & Behavior> --- <Account History> **`{{Account History}}`** </Account History> --- <Contact Information> **`{{Contact Information}}`** </Contact Information> --- <Content Library> **`{{Content Library}}`** </Content Library> --- <Messaging> `{{Messaging}}` </Messaging> --- <Copilot AI Account Summary> **`{{Copilot AI Account Summary}}`** </Copilot AI Account Summary> </context>V. Optimizations
- Subject Line Personalization: E.g., "{{Contact.FirstName}}, let's continue our conversation about {{ProductOrService}}"
- Engaging Opening: Acknowledge the prospect's recent interaction with the website to create immediate relevance.
- Value-Driven Content: Highlight the benefits of the scheduled call and offer relevant resources to provide immediate value.
- Call to Action: Provide a clear way for the prospect to reschedule if needed, maintaining flexibility.
- Polished Close: Keep the tone friendly and forward-looking to encourage engagement.
Merge Tokens Used
{{Personalized.SubjectLine}}{{Contact.FirstName}}{{CompanyName}}{{ProductService}}{{ScheduledDate}}{{ScheduledTime}}{{ReschedulingLink}}{{ContentLibrary.Resource}}{{Sender.Name}}{{Sender.Title}}{{Sender.Company}}{{Sender.ContactDetails}}Play Description for LLM
<play> **PLAY NAME** Abandoned Chat - Calendar Booking --- **🔁 Triggers** - Identify visitors who engage in a website form or chat but does not convert --- **⚡️ Actions** - Wait for a given period of time - Send Calendar Invite to contact who abandoned form --- **✅ Goal / Problem to Solve** 🗓 Lead to Meeting --- **➡️ Channels** ✉️ Email, 💬 Text, 📞 Phone, 🖥 Chat --- **✏️ Summary** What happens when a prospect initiates communication with a website chat feature, but you can’t connect with them? Send a calendar invite to this inbound lead with tailored messaging. New technology even makes it possible to book a meeting on their calendar. This is a last-ditch effort to make a connection, and it's a little risky to schedule a meeting without a qualified call first. But getting a meeting on their calendar is worthwhile. There's a good chance the prospect will take the meeting. Even if they accept the invitation by accident and want to renegotiate, they might offer you something to get out of the meeting. --- **✏️ Default Natural Language** When a company abandons a chat then wait **a period of time** then Send a calendar invite from **select user** --- **Explainer-Video-Script** Are you leaving abandoned chat leads on the table? Not anymore with our Calendar Booking - Abandoned Chat play! When someone starts chatting with you and abandons halfway through, don’t fret! If you were able to use FormComplete to fill in the rest of their contact details or they were already an identified customer, then send them a calendar invite for a meeting. Write an engaging message, calling out that their chat with you was cut short and offer to help answer any questions they have. This novel play is a sure-fire way you can book more meetings. --- **🏷Features)** Chatbot, Calendar --- **🏷️ZoomInfo Data Types)** Contact Data --- **📁 Sales Stage** Pre-Sales --- **🚦 Difficulty** 🟢 - Easy --- **🧪Standard Operating Procedure (SOP)** ## 1. Monitor Chat Engagement - Set up system to track website chat interactions - Identify visitors who start but don't complete chats ## 2. Configure Wait Period - Determine appropriate waiting period (e.g., 10 days) - Set up automated timer for each abandoned chat ## 3. Prepare Calendar Invite - Create template for calendar invite - Customize message referencing incomplete chat - Select appropriate team member as meeting host ## 4. Automate Calendar Booking - Configure system to send calendar invite after wait period - Ensure invite includes engaging message and meeting details ## 5. Follow-Up Communication - Set up automated email to accompany calendar invite - Prepare additional touchpoints (text, phone) if needed ## 6. Track Acceptance and Response - Monitor invite acceptance rates - Record any rescheduling requests or declines ## 7. Prepare for Meeting - Brief sales team on context of each booked meeting - Gather relevant information from initial chat interaction ## 8. Conduct Meeting and Next Steps - Hold scheduled meeting with prospect - Determine appropriate follow-up actions based on outcome ## 9. Analyze and Optimize - Track success rates of this approach - Adjust wait times, messaging, or overall strategy as needed --- **🪙 RAG Inputs Used (Broad)** Company Information, Signals & Behavior, Account Data, Contact Information, Content Library, Messaging, Copilot AI Account Summary --- **🪙 Email tokens Used** Personalized.SubjectLine, Contact.FirstName, CompanyName, ProductService, ScheduledDate, ScheduledTime, ReschedulingLink, ContentLibrary.Resource, Sender.Name, Sender.Title, Sender.Company, Sender.ContactDetails --- **🟨 Yield in $ Formula** Potential Yield = (VAC * IR * ER * CR / 10^6) * ADS --- **🟨 Yield Key Drivers** Identification Rate (IR), Engagement Rate (ER), Conversion Rate (CR), Average Deal Size (ADS), Volume of Abandoned Chats (VAC) --- **🟨 Yield Driver Definitions** Identification Rate (IR) This measures the success rate in identifying the company or organization associated with an abandoned chat. Engagement Rate (ER) This reflects the success in engaging the identified company's buying group or relevant contacts. Conversion Rate (CR) This metric indicates the proportion of leads that convert into customers. A higher conversion rate suggests a more effective engagement and follow-up strategy. Average Deal Size (ADS) This refers to the average revenue generated from each successful deal. Maximizing the average deal size is essential for increasing overall revenue, especially when the number of conversions is limited. Volume of Abandoned Chats (VAC) This metric represents the total number of chats that were started but not completed. It serves as an indicator of the potential lead volume that can be recovered and nurtured. --- </play>