Maximize the value of each-and-every interaction your team has with your customers, and add the ability to provide on-demand customer support through live chat.
Integrate Zoho SalesIQ with Zoho CRM and organize all your customer data in one place. By adding Zoho SalesIQ into your existing CRM, you extend your ability to connect with customers, and give your team the tools to support customers instantly, while keeping all interactions organized.
With instant access to your comprehensive customer database and easy-to-use live support software working together, it is all possible.
Before you can unlock the customer supporting power within your existing customer database, you need to link your Zoho SalesIQ and CRM together.
To make things as simple as possible for you, we recommend having Zoho CRM administrator must also have an account and be an administrator inside your Zoho SalesIQ account.
Upon successful integration of Zoho SalesIQ account to the Zoho CRM account for which you are the CRM administrator. You will now see the Zoho CRM administrator as “Me” and the Zoho CRM ZSC Key will be displayed below.
If you are not the administrator of the CRM account that you need to integrate with Zoho SalesIQ, no worries, all you need is the administrator’s e-mail address, and the account’s specific CRM ZSC key.
You can share the below instructions on how to generate a ZSC key with your CRM administrator.
Note : If the administrator had already generated a ZSC key in the past, they can find the existing key by following the same navigation.
If you are not a Zoho CRM administrator and when you click the “Enable CRM Integration” button in Zoho SalesIQ you will see a message informing you that: “Zoho SalesIQ could not recognize your e-mail address as Zoho CRM administrator. Please contact your Zoho CRM administrator to get the details to complete the integration setup. Don't have a Zoho CRM account, sign-up now.”
If needed, you can disable your Zoho SalesIQ’s integration with a CRM account at any time.
Now that you have linked your Zoho SalesIQ to your Zoho CRM account, you need to configure the integration to fit your team’s specific needs. Read below to explore the options of how you can configure the integration.
The integration also lets you configure which segment of new visitors you would like to automatically add to your CRM. Your choices are
You can also configure as to whether you want to add these visitors as Leads or Contacts automatically in your CRM.
Note: This configuration will apply to all visitors added automatically, so be aware of what visitors you configure in the next option to add so you can choose the best option.
The third option you can configure in the CRM configurations, is whether or not you push a follow-up task to the customers your Zoho SalesIQ automatically adds to your CRM—and when that task is due. You can setup the system to create a follow-up task in CRM for today, tomorrow, the 7th day, or 14th day, to ensure your customer-centric culture extends beyond the initial live support encounter, and your entire team can check in with customers and see how things are working out.
You can also assign an agent in Zoho CRM for all the new visitors pushed from Zoho SalesIQ to CRM.
Selecting the agent name will ensure all the new visitors are assigned to them.
Zoho SalesIQ Attender - On selecting this option the agent who attends the chat will be the responsible CRM user for new visitors. If the agents are not associated in Zoho CRM these chats will be assigned to the Zoho CRM Administrator.
Zoho SalesIQ allows you to track visitors inside your CRM in real time. Get notified inside your CRM when a visitor visits your website. See the time spent by the potentials/lead/contact and the pages visited organized and stored inside your Zoho CRM
See how you get notified inside your CRM when a visitor visits your website in real time. Engage and get connected on seeing the visitor information stored n Zoho CRM.
Add your visitor visit details inside your CRM. Track your site visitors and the action performed by them in your site organized in the CRM visit module based on customers/ potentials/lead/contact.
The last of the CRM configurations, allows you to determine if you want Zoho SalesIQ to automatically send a transcript of every completed chat to CRM at the completion of a chat.
You have the option to configure what happens when missed visitors from Zoho SalesIQ are pushed into CRM so they can be tracked, or followed-up on as a part of your existing customer engagement system.
If missed visitors are pushed across as a new lead, or contact, into your CRM automatically, you can choose whether you want their status inside Zoho SalesIQ to be displayed as “Tracked in CRM,” or see them as “Missed” visitors.
You can now route your returning website visitors to the owners who created the lead or contact in the CRM and track the website visitor in the Visitor Online screen. When the visitor visits your website the owner of the Lead/Contact will get the visitor’s registered information in the tracking screen.
To route the visitors, do the following:
You can track the visitors visiting your website also through CRM web forms. While creating a CRM web form enable the Visitor tracking option in the web form and track the visitor visiting your website in SalesIQ. Follow the steps below to enable tracking in your web form:
First, Build a Zoho CRM Web form. How to build a Zoho CRM Web Form?
Click on the Next Step button, the Notification Section of the form will then appear. Now turn on the Visitor Tracking option.
You can view a box with the default Web Embed selected, clicking on which will list the Web Embeds that are available. Choose a Web Embed from the drop down list.
Note: If no portal is available then you will be prompted to create a new portal.
Finally, click on the Save button to update the changes.
When you know how to use the instantly available information, you get the most value from your integrating live chat support with your existing customer database.
You can now prioritize your CRM visitors in the Visitors online section by choosing the “By CRM Values” option in the Customize section.
Whenever a customer (or visitor) initiates a chat with you through your Zoho SalesIQ, that visitors’ information they provided to initiate the chat, is automatically screened through your CRM database. If a customer matches one already in your database, the information from the CRM is automatically displayed just below the standard Zoho SalesIQ visitor information—on the column just to the right of the live chat window.
If you want a detailed picture, beyond the quick-view of your customer’s information (both for Contacts and Leads), you have one-click direct access to the complete details inside your CRM.
When you are chatting with a visitor who hasn’t been automatically added to your CRM based upon your configurations, or doesn’t already exist inside your CRM database, you will have the ability to manually push these visitors to your CRM as either Leads or Contacts.
When chatting with a prospective customer, perhaps a customer who has questions about a trial, you can quickly add the customer as a new lead, from the same window you are chatting with them from.
After you click the “Push to CRM” button, you will see the add Lead/Contact box. This will default to bringing up the information for adding a new Lead, but you can click either Lead or Contact, to switch between the two add boxes.
When adding a new lead from Zoho SalesIQ manually, it is mandatory that you enter the visitor’s company name. Here you can also add phone number, lead status and assign an owner.
Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Lead information.
Lead generated in Zoho CRM can be routed to particular sales rep provided the assignment rules are defined.
You can now trigger an action to your CRM lead while visiting your website or accessing any page on your website based on the lead information available in the Zoho CRM.
To trigger your Lead with an Action, do the following:
Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Lead information.
On the top right, of your proactive chat window you can find the CRM Lead information above the visitor page navigation area.
Below are the lead fields displayed in the proactive chat window.
Note: The field does not have any value in CRM it will not be displayed in Zoho SalesIQ, Instead rest of other fields will be displayed.
When you are chatting with a customer, or visitor, who is a Lead in your CRM, you will be able to see in the quick-view their company, phone number, and lead status
Zoho SalesIQ allows you to update the Lead information in the into your Zoho CRM custom field while you are in chat. All you have to do is to select the information, which you need to add in CRM.
You also have the ability to convert the lead to a potential. You can display the new potential fields, by clicking the box Create New Potential. Here, from the same window you are chatting with a lead, you can enter the new potentials name, the stage the new potential is in, how much this potential deal represents and when you target to close.
Once you enter this information click the "Covert Lead" button to convert the Lead to a contact with the potential information inside your CRM, which your team can now follow-up with later.
You can also manually create a follow-up task for your Lead in CRM from Zoho SalesIQ. All you have to do is click on the add task Icon.
If after chatting a while with a customer, you realize this is a contact from an existing or new account, who hasn’t been added into your CRM for some reason, you can easily add them as a new contact while you answer their questions.
To add a new contact:
Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Contact information.
Contact added in Zoho CRM can be routed to particular sales rep provided the assignment rules are defined.
You can now trigger an action to your CRM Contact while visiting your website or accessing any page on your website based on the contact information available in the Zoho CRM.
To trigger an action to your CRM Contact, do the following:
Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Contact information.
On the top right, of your proactive chat window you can find the CRM Contact information above the visitor page navigation area.
Below are the contact fields displayed in the proactive chat window.
Note: The field does not have any value in CRM it will not be displayed in Zoho SalesIQ, Instead rest of other fields will be displayed.
For a Contact you will get a quick view of the below
Note : You can view the account details, by clicking the account name, which is underlined and a direct link to the complete account details inside your CRM, which will open a new tab.
Zoho SalesIQ allows you to update the contact information in the into your Zoho CRM custom field while you are in chat.
You also have the ability to potential value for your contact You can display the new potential fields, by clicking the box Create New Potential. Here, from the same window you are chatting with a lead, you can enter the new potentials name, the stage the new potential is in, how much this potential deal represents and when you target to close.
Once you enter this information click "Save" to add the potential value for your contact inside your CRM, which your team can now follow-up with later.
You can also manually create a follow-up task for your contact in CRM from Zoho SalesIQ. All you have to do is click on the add task Icon.
Tracking allows the agents to monitor the visitors in your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on Zoho CRM Potential information.
Visitors can be routed based on the potential value to particular sales rep provided the assignment rules are defined.
You can now trigger an action to your CRM Potential while visiting your website based on the information available in the Zoho CRM.
To trigger an action to your CRM Potential, do the following:
Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Potential information.
No. open Potential - Number of potential available for a contact not in " Closed won" stage.
Revenue in pipeline - Potential value for a contact.
On the top right, of your proactive chat window you can find the CRM Potential information above the visitor page navigation area.
You will also get a quick view of the potential information. As an existing customer with an established relationship with your company, these details can help you provide better support.
If the custom filed name in the Zoho SalesIQ chat widget matches with the Custom field in the CRM, Zoho SalesIQ updates those data directly into your CRM in real time.
Note: These visitor information will be updated only when adding a new visitor in CRM
Tracking allows the agent to monitor the visitors visiting your website. It also allows them to set their predefined conditions to prioritize and route the visitors into their dashboard to initiate a proactive chat based on the Visitor Type in CRM.
You can route your website visitors to your sales executives based on the visitor type information that is available in the Zoho CRM.
Tracking allows the agents to set their predefined conditions for prioritizing the visitors into their dashboard based on Zoho CRM Visitor Type.
You can now trigger an action to your CRM Visitors while visiting your website based on the visitor information available in the Zoho CRM.
To trigger an action to your Visitors, do the following:
If you do configure your Zoho SalesIQ to push completed chats as transcripts into CRM, you will be able to view all your chats with Leads and Contacts inside of your CRM. When you view a Lead or Contact, scroll down to the attachments section and you will see each chat you had with that person, listed with the chat subject as the file name, in PDF form. Click these transcripts, and choose either Open or Download, to either view or download the transcripts for review.
See how many leads you are adding through your Zoho SalesIQ, and view and search by lead source—in this case you will see chat as the source.
Each time you chat with a Lead or Contact, Zoho SalesIQ will automatically add a note for this chat—including who they had the chat with, their visit ID, when the chat was, and the question they asked as the initial subject. A note will also be automatically added for customers whose attempts to initiate chats with your Zoho SalesIQ are missed.
You can also manually add notes directly from the notes section in Zoho SalesIQ, which when on a Lead or Contact, will push these notes directly to CRM so the rest of your team can learn more about your Customers and visitors.
When your Zoho SalesIQ creates a follow-up task, either automatically, or manually, you can see these tasks yet to be completed in the Open Activities section in each Lead or Contact’s detail page inside CRM. Here you will see the tasks subject “Zoho SalesIQ chat session follow-up” followed by the subject of the chat, the activity type—tasks, the status and the due date. You can also view who owns this task.
You can now view the visitors visiting your website in the “Visits” tab of Zoho CRM. When a visitor visits your website and the identity of the visitor is captured then the details of the visitor will be listed in the Visits tab. If the visitor had a chat conversation with the sales representative then the Chat transcript will also be attached.
Some predefined list views are provided for the Visits tab, clicking on which will change the view of the list. They are:
The List view can also be changed by clicking on the Edit option that appears near the drop-down in the left corner.
The General Information section details the visitor information like Visited By, Visitor Page, Time Spent, etc. These fields are non-editable.
The Following Visitor’s information are available in the General Information section.
|IP Address||IP address of the visitor who visited the web page.|
|VisitedBy||Name of the Lead or Contact who visited the page. Based on the integration settings in Zoho SalesIQ, new visitors will be added as Leads or Contacts.|
|Visited Page||The web page visited by the visitors.|
|Time Spent (Minutes)||Number of minutes spent by the visitor on the web page(s) in a single visit.|
|Referrer||It is the URL of the page that directs visitors to your web page. This field gives the URL of the page that the person was on before visiting your page.|
|User Agents||Details on the browser, operating system, etc. used by the visitor.|
|Attended By||Name of the user who contacted the visitor via chat option in your web page.|
|Visited Page URL||The URL of the web page that was visited.|
|Browser||The browser in which the web page was accessed.|
|Visitor Type||The visitors are categorized into these types: Customer, Potential, Leads, Contact, and Unknown.|
|Revenue||Revenue till date, from the customer.|
|Visited Time||Date and time of the visit.|
|Search Keyword||The search keyword that listed your web page as one of the search results and brought the visitor to the page.|
|Search Engine||Name of the search engine where the keyword was used to search.|
|Operating System||Operating system of the visitor's computer/laptop.|
The chat conversations of the visitor with the agent will be attached in the Attachments section. You can download the chat transcript as PDF file and view the conversation. You can also note down the important points to be remembered in the Notes section.
The following details of the customer can be viewed in the Action Performed section: