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Warm Calling: Proactively Engaging with Prospects Live on your Website
Warm Calling: Proactively Engaging with Prospects Live on your Website

Warmly's playbook for Warm Calling, enabling your team to proactively engage with prospects live on your website

Maximus Greenwald avatar
Written by Maximus Greenwald
Updated over a week ago

Scenario

Your sales team uses Warmly to be notified real-time via a Slack alert when hot sessions are occurring on your website so that your reps can enter the sessions and proactively engage with prospects live while the prospect is at their hungriest (and before they leave your website and head over to the website of your closest competitor!).

Using Warmly's segmenting, your team is able to filter the Slack alerts in a high intent Slack channel (or multiple different high intent Slack channels!) to only be notified when the hottest leads are live on your website.

Because this session is so hot, your team wants to roll out the red carpet and utilize the highest converting form of chat that you have in your arsenal: Warm Calling. Warm Calling is when one of your reps enters a session with a prospect and proactively tries to engage in a sales conversation. Your rep is able to utilize all of the context about the visitor and their session thanks to Warmly's insights, and is able to make it clear beyond a doubt that it is a real human entering the session (your rep can even turn their video on and wave at the prospect).

Warmly suggests three core plays for Warm Calling, though these can and should be nuanced to align with your team's goals:

  • Play #1: Net New (Greenfield) ICP Accounts on High Intent Pages

  • Play #2: Rep-Owned Accounts

  • Play #3: Closed / Lost Deals Resurfacing

Relevant Partners and Integrations

File:Slack Technologies Logo.svg - Wikimedia Commons

Datei:HubSpot Logo.svg – Wikipedia

Datei:Salesforce.com logo.svg – Wikipedia

Play #1: Net New (Greenfield) ICP Accounts on High Intent Pages

Creating and Integrating Your Slack Notification Channel

See Warmly's Creating Slack Notification Channels article to set up your Slack notification channel for this playbook. Warmly recommends that you name this Slack notification channel warmly-greenfield-ICP-accounts.

Setting up the Correct Segments

For this high intent Slack notification channel, Warmly recommends applying both firmographic segments as well as CRM-related segments.

Firmographic segments:

CRM-related segments:

Other general segments:

Ensuring your Slack Notification Channel is Set Up Properly

After integrating your Slack channel, add a Slack Notification workflow and select 'Lands on a page'

Add the proper segments and conditions, and select the Slack channel

Note that for all Slack channels with workflows (in this case, a 'Lands on a page' workflow), it isn't necessary to apply any segments at the top of the Slack integration tab

Notifications for these hot alerts will now start flowing to the proper channel, so make sure that all of your reps are in the Slack channel and taking action on notifications!

Play #2: Rep-Owned Accounts

Creating and Integrating Your Slack Notification Channel

See Warmly's Creating Slack Notification Channels article to set up your Slack notification channel for this playbook. Warmly recommends that you name this Slack notification channel warmly-[rep name]-accounts.

Setting up the Correct Segments

For this high intent Slack notification channel, it is likely that you will only need to apply CRM-related segments.

CRM-related segments:

Ensuring your Slack Notification Channel is Set Up Properly

After integrating your Slack channel, delete the pre-existing segments and add the proper segments. Note that because this is a simple notification channel, you should just replace the pre-existing segments with the correct segments at the top of the Slack integration page (do NOT add a Slack workflow at the bottom of the Slack integration page)

Play #3: Closed / Lost Deals Resurfacing

Creating and Integrating Your Slack Notification Channel

See Warmly's Creating Slack Notification Channels article to set up your Slack notification channel for this playbook. Warmly recommends that you name this Slack notification channel warmly-closed-lost-deals.

Setting up the Correct Segments

For this high intent Slack notification channel, it is likely that you will only need to apply CRM-related segments.

CRM-related segments:

Ensuring your Slack Notification Channel is Set Up Properly

After integrating your Slack channel, delete the pre-existing segments and add the proper segment. Note that because this is a simple notification channel, you should just replace the pre-existing segments with the correct segment at the top of the Slack integration page (do NOT add a Slack workflow at the bottom of the Slack integration page)

Warm Calling How-To and Best Practices

After correctly setting up your high intent Slack notification channels and adding the relevant sales team member to the Slack channel (also making sure they are in your organization in Warmly!), it's time to start proactively engaging with hot sessions on your website.

In your Slack notification channel, by default, any Account, Contact, Lead and Opportunity owner will be @ mentioned. This can be changed in the Slack integration section of Warmly. Once you receive a notification in the Slack channel, use the green 'Warm Call' button to be taken automatically into the live session within Warmly, where you can then engage with the prospect via chat or video call.

It is critical that your team pays close attention to these high intent Slack notification channels. It is common for prospects to stay on your website for under ten seconds, so entering into hot sessions immediately and engaging with prospects will achieve the best conversion.

Example of a Slack notification alert

Example of a session that a rep is taken into upon clicking the green 'Warm Call' button in a Slack alert. Note that your reps can easily turn their video on, can prompt prospects to turn their video on, can chat with prospects, and can send GIFs and calendar links to prospects.

The most challenging part of having a successful Warm Call with a prospect is getting the prospect to respond in the first place. Once the prospect responds, your reps should consider this interaction as they would any traditional sales interaction: qualifying the prospect and either having a sales conversation or using a calendar link to book a meeting with your AE.

In order to get the prospect to respond, Warmly recommends making it overtly clear that they are talking to a real human at your company (prospects will convert a higher percentage of the time if they realize they are talking to a human instead of a bot). To do this, Warmly suggests the below strategies:

  • Turning your video on and taking a few seconds to smile and wave at the prospect (note that you might want to let the prospect know via a chat that you are about to turn your video on so that you don't surprise them!)

  • Sending a GIF related to the location of the prospect, the company they work at, or a current event (like sending a Chiefs GIF after they won the Super Bowl)

  • Asking a qualifying question (note that prospects are more likely to respond to a question that they know the answer to than just a simple greeting from a rep)

  • Utilizing only lower case letters (bots typically use perfect grammar)

  • Utilizing misspellings (bots typically spell everything perfectly)

Warm Calling, or proactively engaging with prospects live on your website, will always be your highest converting method of chat. Commit to it, stick with it, and watch the qualified booked meetings start to flow in.

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