Product tour of Dynamic Chat [2022]
Dynamic Chat is a new chatbot solution built for marketing and sales. It is natively integrated with Marketo Engage, which enables you to use Dynamic Chat as a new channel in your cross-channel marketing. It is simple to use and easy to set up. Take a quick product tour:
Transcript
Hello there. Welcome to Dynamic Chat’s demo. Dynamic Chat is a new chatbot solution by Adobe that helps marketers design personalized contextual conversations, for every web visitor. While you can do a lot of cool things with chatbots, they essentially help you engage your web visitors quickly, create personalized experiences for every web visitor, accelerate connect with sales for those target accounts.
Without any delay, let’s jump into the demo.
So here is a Luma website. And Luma is an enterprise that provides digital marketing solutions. So as a visitor, and I land on this website, I can see a chatbot popping right at the bottom. It already identified that I’m coming from Adobe and it’s greeting me. So it’s asked me if I want 3x higher conversion rates. Who doesn’t, right? So it introduced me about Luma and it’s asked me if I would like to see a similar growth in my business. Absolutely.
It’s asked me for the, what is the service that I’m interested in.
SMM. So it identified me as in from Adobe and now it also captured by interest as SMM. Oh, it provided me a case study, right here, so that I can understand more details about the SMM services that Luma provides. Of course, this is a dummy document, but as I go through this document you can see my conversation continues. Now it’s asking me if I would like to have this document sent over an email. Yes, please.
So it’s asking for my email address. I’ll put my email address here.
So now it has identified that I’m from Adobe and now it also has my contact details. So it’s asking me if I would like to speak to a representative.
Yes. So it result a sales representative. And it’s asked me, giving me an option, to schedule a meeting with Lisa Frank. So I can click on the schedule meeting, I can choose a date and a time slot that suits best for me and then book the meeting.
My meeting is booked, fantastic.
So, now let’s jump into the product and see how this conversation can be designed.
Here is the download chat product.
And the first module is dialogues. A dialogues is a conversation that you can create to interact with the web visitors.
Here is the dialogue that we have just gone through, Luma Marketing.
So Dialogue has three main modules: First, you have to define where. Which is where you want to have the conversation, that is you have define the URLs of your webpages. You can add multiple URLs or you can also use wild cards to support similar multiple URLs. Second aspect is, who? To whom you want to show this conversation. On the left you can see the attributes, inferred person and company attributes. You can simply drag and drop to create the criteria and design a persona to whom you want to show the conversation.
Right. Next, the third module is, what? So what is the conversation that you would like to have with this persona, on those web pages, right? So here you can see the whole conversation that has been designed. You can design this conversation using the building blocks which is these five cards.
So you can simply drag and drop on the canvas and create the conversation. So, hi, welcome to Luma.
I can further personalize this using tokens. I would say I can introduce person and company tokens. I would say, first name, right? I would say, hey there.
So it would be using, “Hi, your first name?” If the first name already exist or else it’ll be there. It would say, “Hi there, welcome to Luma.” And I can also add emojis to make it more fun.
And click save, and the cart gets added.
Here you can see.
I can use this to connect to any of the flow. I can also disconnect it and create new flows.
Right? And I can choose this card, and if I ever want to remove this card, click on the delete and I’ll delete it.
So message card will help you provide any content that you would like to share with your visitor. The second is question card. The question card is obviously, you can ask a question with your visitor and provide a predefined responses. And as you add more responses here, let’s say, maybe later, and save. So as I add more responses these responses will be shown to the visitor. And it also help you design conversation flow, based on the responses that visitor takes.
Right, now you can see this flow is supported under, absolutely. And the other flows are empty. You can add more cards to create a conversation path for those responses. And if I don’t want to add this response I can simply remove them.
Right? And the cool part here is if you want to store the response of the visitor, you can choose this option to map the user response and choose any of the person or company attributes. And let’s say, if I have chosen this, so if a visitor respond to this question, this response value will be stored against in this attribute that you have selected.
So the information capture card is a card that would help you take any input from the visitor.
Let’s say you would like to know their email address or phone number or any of the text input, like his name, his or her name, company name, right? Revenue, et cetera and so forth. Of course, here, in here, you can personalize the message with tokens, images, and also use the map to response option, to store the response that is provided by a visitor.
And next is an appointment scheduler. The option that you have seen the whole widget, which enabled visitor to book a meeting with the sales representative, on their calendar, that can be done using this appointment scheduler. You can simply drag and drop it here and connect it to any path.
And the last is goal. A goal is an important point in a conversation that you would like to use, use it as a mark. Mark it as an important point and then use that for further personalize their marketing touch points, or use it for a lead qualification for that.
So I’ve added few goals here, that whenever a conversation initiated and the lead answers that, “Yes absolutely, would like to know more.” Then I’ve added a goal says, interested. And whenever they ask like, they want to see the case study, so if added an SMM case study. So the question that you have seen here, like would you like to send this document over email? Yes, yes, he says, “Yes, please.” That’s when I’ve added a goal, which says, SMM case study. I can create a new goal or I can choose from the existing goals.
You will have these goals listed across all dialogues.
Now I have saved, SMM case study as one of the goals, in this conversation. I can add as many goals as I want, depending on what are the key points in the conversation that I feel. Once I do all these changes, I have to publish these changes to further reflect this in the conversations that will happen from now on.
The last part of a dialogue is reports. This helps you understand the engagement happen with this dialogue.
Right? So you can see the list of how many times this conversation is triggered? How many of them engaged? How many of them have completed the conversation? How many people you have acquired and the meetings that were booked, so on and so forth. You can also choose a date range to understand the performance in a specific period.
Well, this sounds all cool. The next part is meetings. Meeting page is basically the list of all the meetings that were scheduled with your representatives, or yourself, by the visitors. Now you might have the question, how is this calendar is even being shown to the visitor, right? That’s where it comes to an option, it’s called, calendar. So I can come here, select Outlook or Google, to connect my official calendar with dynamic chat so that when a visitor is eligible, or have to be shown a meeting widget, it automatically results the representative’s calendar, takes out all the available slots and show it to the visitor.
I can also configure what is the content that I would like to send to the visitor through an email, when they books a meeting.
Now how would, how is the sales representative result? So here is an option, so you can add multiple users to a dynamic chat, and any user can come to calendar and connect their own calendars, and you would see all those connected calendar list here, in a priority order.
And we currently support round robin, so whenever a visitor is booking a meeting in a round robin fashion, we would resolve their respective sales representative calendars, and show it to the visitor.
And configuration. This provides with a lot of options to configure the look and feel of your chat bot that you install on your websites. You can change all the various colors, you can choose different font and font size. What is the name that you would like it to be called? Say, I would say Lumabot, right? And as I make my changes, I can also choose a different author, like this. And all the change that I do, would have to click save, and the changes would be saved.
Privacy is basically providing your privacy link, so that that can be highlighted on the chatbot.
Installation, this is an important step. For the chatbot to appear in any web page, you have to copy this JS snippet and install on that web page. So copy this JS snippet, go to your IT team, and request them to add this to the HTML of all the webpages where you would like to have the chatbot appear.
And the last, and the important part, is integration. Enabling the integration. So here we have provide you with Marketo integration.
If you visit for the first time, you see an option which says, initiate the sync. And when you initiate the sync, all the leads that get captured through chatbot, will be pushed into Marketo in almost near real time and including the activities or the interactions, that lead a visitor has done with the chatbot.
Also, vice versa. All the lead information that you have in Marketo, and the company information that you have in Marketo, can be used in designing the dialogues.
So once you initiate the sync, it might take up to 24 hours for the sync to complete and post the sync complete, you can publish the dialogues and enable your visitors to start chatting with the chatbot.
Now let’s jump into Marketo and see how you can use the chatbot context.
First, we have added this new tile which says Dynamic Chat to your, My Marketo page. The user of Marketo can come here, click on the Dynamic Chat tile and land on the Dynamic Chat product.
Second, we understand that we don’t… A few admins might have a concern of not showing this tile to everybody who is not actually a user of Dynamic Chat. Right? So we have added a new permission. You can edit any of your role and enable or disable this, to ensure you show the tile only to those users who actually need this access.
The next, every person that get acquired, through the chatbot, will be pushed into Marketo, and their person source will be marked as Dynamic Chat so that you can easily identify all the leads that get created through chatbot.
And the next, we have introduced four new activity types that would capture the interaction of a visitor with the chatbot and push it into Marketo. So here you can see the activity log and this has new activity types which says, Dialogue Engaged, Dialogue Goal Reached, and Dialogue Appointment Scheduled.
Now, introducing the new activity types, also introduce new filters and triggers. So I have new folder that says Dynamic Chat, under the triggers, also have filters.
So remember initially in the conversation, the chatbot promised to send a case study or an email.
So let’s design a smart campaign that would do that for the visitors. So I went to this sending SMM case study smart campaign.
I click on the Dynamic Chat, Triggers, Reaches A Dialogue Goal. And the Dialogue Name I would type, Luma Marketing.
So you can see it’s auto-filling.
And the goal was, let me go ahead and see what was the goal.
The Dialogues, Luma Marketing, and the Stream Designer I’ve added a goal which is, our SMM case study.
So I’ll go ahead. So, SMM case study, Right? So this will fire every time a visitor reaches this goal.
Now I can go ahead further. I add a flow step of sending an email and send that case study over that email. And this way you can use these filters and triggers, just like other standard triggers and filters, which will enable you to use the context that you acquire through chatbot. And the interest and the lead information and the lead engagement that happened to the chatbot and use it here for cross-channel targeting, and further personalize their marketing touch points. Also use it for the lead qualification leads scoring, et cetera.
I hope this was interesting, thank you for listening.
Have a great day. -
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