Lead Generation - Execute Phase
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Task 12:
Task 12:
In Gore Connect, we used chat flows to capture customer profile data and their product inquiries instead of having multiple forms to cater for all products. Designing logical chat flows that route users to appropriate Fit For Use questionnaires not only saves customers the trouble of looking for the right form to fill, but also provide them with a delightful guided experience to get more sales qualifying information.
The customer profile data can contain personal information and as such, should be stored in a database as a repository. As of Gore Connect 1.5, the database is independent of any systems as a starter program. We encourage you to look at designing a more robust database that connects to Gore’s other systems such as marketing automation to extend the use of the collected profiles.
Within the chat flows, we also track the nature of the chat (Request for Information versus Request for Quotation) at a checkpoint when the question was asked to the customer. This enable us to track performance within Adobe Analytics, on top of having the customer profile data stored in a database for later use.
As we create our own programs and initiatives within Gore Connect, adding new content and chat flows, do consider the destination where your customer profile data will be collected as well as to track the performance of the chat usage.
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