b2b sales leads

Challenges

  • icon-check-greenIn 2017, Ipswitch only had an internal team in charge of sales chat who did not have the bandwidth to cover the thousands of web visitors they were receiving every day, many of which were qualified leads that were being lost on site.
  • icon-check-greenIpswitch were using a sales chat software that did not allow automated messaging, appointment setting and integration with Marketo.
  • icon-check-greenThey were looking to increase their lead to MQL and MQL to opportunity conversion rate.
b2b lead generation

Solutions

  • icon-check-greenA managed sales chat team of six representatives to respond to sales queries on site, generate leads, and manage all the processes and technology of the Ipswitch sales chat system.
  • icon-check-greenProactively reached out to contacts who were looking at particular web pages such as product pricing or features pages, and if they were qualified, they were then passed on to the sales team.
  • icon-check-greenAlthough Ipswitch initially started with two managed representatives for English chats to the US market, they scaled up to three representatives who were bilingual in Spanish and English after just a month to also target Latin American given the immediate results that were seen.
  • icon-check-greenIn Q2 2018, they then scaled up to six representatives who covered a 16 hour shift between them to also cover EMEA chats.
  • icon-check-greenRepresentatives also responded to technical support chats and directed them onto Ipswitch’s customer service team.
live chat managed service

Results

  • icon-check-greenThe CloudTask Sales Chat Team are an integral part of the Ipswitch sales process and book appointments directly in the sales team's calendar, greatly boosting conversion rates and opportunity value.
  • icon-check-greenIpswitch has generated more than $4.5 million of opportunities using sales chat in 2018.
  • icon-check-greenThis figure came from over 1,150 Marketing Qualified Leads generated from sales chat.
  • icon-check-greenThese opportunities lead to more than $925,000 of closed deals which was a 5.2X positive return on investment on their overall spend with CloudTask.
  • icon-check-greenAlthough Ipswitch initially started with one managed representative, they scaled up to three representatives after just one month given the immediate results that were seen, and later six reps.

Staff

managed service b2b sales

1

Content
Writer

Drafts template conversations to attract leads and educate prospects, and writes rebuttals to common objections.

sales trainer

1

Corporate
Trainer

Enables reps with the tools for success, and undergoes in-depth training and role plays with the agent before they reach out to prospects.

chat representative

6

Sales Chat
Representatives

Respond to, engage and qualify incoming chats, and actively reach out to visitors browsing the website. Both activities generating warm leads.

bda live chat

1

Account
Manager

Provides support and coaching for the reps, organizes weekly performance reviews and ensures KPIs are met.

quality assurance analyst

1

Quality Assurance
Analyst

Continuously monitors the quality of messaging to prospects, provides feedback on areas of improvement and highlights best practices.

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