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:

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.

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:

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!

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.

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

CRM-related segments:

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)

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.

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

CRM-related segments:

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)

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:

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.

This article was written by the Customer Success team at Warmly. Please feel free to reach out to your CSM directly or [email protected]