Dynamic Chat: Things to Know

Vinay_Kumar
Level 9 - Community Advisor Level 9 - Community Advisor
Level 9 - Community Advisor

Nowadays, more and more businesses are adopting conversational marketing solutions as a part of their cross-channel marketing strategy. It has become the go-to strategy for driving customer engagement, enhancing customer experience, and driving more revenue. Chatbots, SMS apps, and Live chat are used to enable all such personalized conversations. Chatbots have especially made conversational marketing more accessible. 

 

With the growing importance of chatbots in B2B Marketing, Adobe Marketo Engage has introduced Dynamic Chat, a new chatbot solution that enables businesses to create contextual and personalized conversations for every visitor.

 

Dynamic chat is the chatbot for B2B marketing. It is basically a solution for every user to create personalized conversations contextually. Basically, representative chat so the user can easily get the information of the website through a demo shared on every site. 

 

Now, when it comes to marketing and sales, Marketo brings an opportunity to enhance the Chatbot as a new marketing tool.

 

Things to know:

Here are a few key things that creates user’s interest in Dynamic Chat:

  • Lead and Account Targeting: It allows you to deploy personalized chat dialogues based on your account and lead attributes.
  • Lead Routing: It allows you to route the leads across your teams.
  • Easy Setup (No Coding Required): It is easy to start with. You can use the pre-built templates and drag and drop feature to set the things up and running.
  • Smart Campaigns: You can perform various lead actions using the triggers and filters provided by the Dynamic Chat. 
  • Book meetings: It allows visitors to book meetings from the chat window itself. 
  • Collect Lead Information: You can customize the dialogues to gather the lead information such as email address, first name, last name, country etc. 
  • Engage and Convert Visitors: The customized dialogues help engage the visitors by guiding them with the product/services web pages. 
  • Chat Analytics: It allows you to track the interactions and other details. 

Benefits of Dynamic Chat:

  1. Improved lead generation: Dynamic chat enables you to offer an optimized customer experience and interactive way for web visitors to engage with your organization, which results in quality lead generation.
  2. Move qualified prospects through your sales funnel quickly: It enables you to send alerts to salespeople about the prospects and their interests.
  3. Better Customer Experience: Interacting with your visitors helps you to find out more about your visitor’s needs and pain points to gather the required information. This information will help you customize your communication.

Best Practices:

  1. Identify your key web pages to start with Dynamic chat
  2. Map your lead's journey and build things around it.
  3. Think of your visitors and define your questions/dialogues
  4. Keep the process easy and quick
  5. Test things and tweak things whenever needed
  6. Make sure to root visitors to a real human based on his/her interest

Use cases:

  1. It is a great way to build relationships.
  2. It is a great way to gain new and valuable information about your visitors/prospects.
  3. It is a great way to deliver personalized information to the visitors
  4. It helps to shorten the sales funnel.
  5. It helps to gain and convert quality leads.

Integration with Marketo:

Dynamic Chat is natively integrated into Marketo. In order to leverage the complete benefit of this integration, you’ll first need to initiate the data sync. The following information is synced:

  • Person field data
  • Company field data
  • Activity data

Conclusion:

Adobe Marketo Engage has enhanced the opportunities for businesses to provide anytime assistance to visitors which is quick and efficient. This will help in building strong customer and business relationships based on personalized humanlike conversations. 

 

Ready to add dynamic chat to your plans? 

 

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30 Comments
Vinay_Kumar
Level 9 - Community Advisor

More updates to DC:

  • Enhanced Dynamic Chat Activities: Dynamic Chat activities, filters, and triggers have been enhanced with additional attributes and standardized naming conventions.
Zoe_Forman
Level 7 - Champion

As I'm working in EMEA with multiple languages, are there plans to have Dynamic chat in other languages rather than just English?

Also can it detect from the url the page language or have ai translate the text?

 

Possibly use a custom field to identify users preferred language, already set up as segmentation. 

Sreekanth_Reddy
Marketo Employee

Hi @Zoe_Forman 

are there plans to have Dynamic chat in other languages rather than just English?
-- If you are looking to design conversations in non-English then check this blog
-- If you are looking for a Dynamic chat product to support other languages for users then yes, a user can go to profile preference and select language

 

can it detect from the url the page language or have ai translate the text?
-- Not yet 🙂

 

custom field to identify users preferred language, already set up as segmentation.
-- you can do that

Vinay_Kumar
Level 9 - Community Advisor

Thank you for your prompt response @Sreekanth_Reddy 

Zoe_Forman
Level 7 - Champion

Thanks @Sreekanth_Reddy `nd @Vinay_Kumar I'll start exploring and testing 

Chris_Morris1
Level 4

Hi, question about implementation. Is it possible to add the chatbot on our site behind a login? 

Darshil_Shah1
Level 10 - Community Advisor

@Chris_Morris1, if you have a dedicated login page, then you could exclude that page’s URL from the chat targeting (i.e., Dialogue’s Audience Criteria). This will not show the DC dialogue on your login page.

Chris_Morris1
Level 4

@Darshil_Shah1 - thank you, but I'm unsure of your response. We want the chatbot to appear on pages available behind the login, after the user has logged in with their login credentials. Any issues with this? 

Darshil_Shah1
Level 10 - Community Advisor

Ohh okay! DC doesn't have a dedicated field/flag available that you can use in the Dialogue's audience criteria to show/hide the dialogue based on the login status of the person. You can explore hiding the dialogue window using JS based on the login status of the person. However, Marketo's DC doesn't have client-side JS library that you can use to show/hide/perform other actions. You'd need to reference the DC widget using it's DOM selector, and then hide it if the visitor hasn't logged in.

Vinay_Kumar
Level 9 - Community Advisor

Chatbot can be installed on any page where you can install Dynamic Chat Chatbot JS snippet.

You can try the following two options:
Option 1: If the page URL has anything unique then you can target different dialogue for those users

Option 2: After visitor log-in add a value to any attribute against the person object that you can use in audience criteria to target users