How to Effectively Engage with your Website Visitors

I can imagine an old and wise turtle saying this,

“It’s about the journey, not the destination.” 

Today, it’s extremely easy to dismiss old wisdom and a speaking turtle, but the quote holds  true for the way we sell today.

Let me explain, these are the stages that the customer goes through while making a purchase.


Now, most companies focus on getting more leads (The Awareness Stage) and making the sale (The Buy Stage); customers are mostly on their own for the stages in-between.

We are excited to announce the Freshchat + Freshsales integration, a live chat and CRM partnership that will help you be there for your customers at every step of the way.

While the customer is going through the paces between the important goal posts of Awareness and Buy, here are some of the steps you can follow to make your sales more personal and be there for them throughout their journey.

Step 1: Talk to the interested people

People are finding you through your marketing campaigns, sales and AdWords. Once they land on your website, it’s the best time to start a conversation with them since they have arrived on your website to learn more about you, they are probably interested in you. If they don’t find answers to their questions on the website, they will most probably leave instead of making an effort to find answers. So why don’t you start a conversation?

Every time you initiate a conversation on your website or respond to a chat from Freshchat, the contact details of the person is automatically added in Freshsales. This way, you can create more valuable leads for your business, and continue the conversation with them.

Step 2: Get to know the people

The person on your website need not be known as a “website visitor”, you have all the information you need to get to know them as a person.

From Freshchat, you will know he is Jonathan from Kent, who came from a Facebook holiday campaign that you ran and has been spending a lot of time looking at the scarves on your website. While chatting with Jonathan, you can also pull up information from Freshsales about all of his previous interactions across all channels of your business. All the information that you need is available right inside your chat window. Ask about his last purchase, his interest in scarves and the weather in Kent, and you are bound to make a connection.

Step 3: Remember the conversations

When you make an effort to build a connection with the person on your website, it’s likely that they will tell you what they are looking for. Since the needs of every person is unique, it’s important to keep a record of these conversations.

Every conversation and every message is automatically tacked to an existing lead in Freshsales. So even if they return to your website after a couple of months, you have all the information you need for anyone on your team to pick up where you left.

Step 4: Nurture the relationships

Now that the leads and conversations are pushed from Freshchat to Freshsales, you can follow up with them anytime right from within Freshsales. You can simply shoot an email asking for feedback, or run an email campaign from Freshsales to bring back website visitors who have not returned in a while. This way, your interactions with your customers are never transactional, but built over time.

In order to set up this integration, you would need to sign up for accounts in Freshchat and Freshsales. You can do so over here and here.

If you have a Freshchat and a Freshsales account, here is how you can set up the integration. As always, we are here to help you if have any questions.