This document outlines the steps and guidelines for SDRs to effectively use Knock for lead management and engagement. Follow these instructions to make the most out of Knock's features.
đ Real-Time Notifications
When a new lead sends a message, you will receive a real-time notification in your Slack workspace.
- If you are the rep owner, the notification will be sent directly to you.
- To see all notifications, use the 'Knock Knock Updates' channel in your Slack workspace.
đ Viewing Contact Information
Before engaging, review the contact information detected automatically by Knock.
Knock identifies lead details seamlessly, ensuring the lead connects with you without sharing personal details.
In the notification, you can view:
- Lead Role in the company
- LinkedIn profile
- Lead Location
- Company Size
- Company Headquarters
- Lead Intent Score:
- High scores indicate strong purchase intent.
- Low scores may indicate other interests (e.g., partnership, support, job opportunities).
- Intent Signal: View detected signals and actions the lead performed before sending a message by opening the notification thread.
You can also see in the notification if the lead exists in your CRM
- Notifications include a direct link to their contact page in HubSpot or Salesforce.
đ Viewing Lead Messages
To view the message sent by the lead, click on the 'view message' button. This will open the thread containing the lead's message.
đ Engaging in Chat
- Respond to the lead by writing your message in the thread. The message will be sent to the lead regardless of the messaging app they are using (e.g., LinkedIn, WhatsApp).
- When you reply to a lead, the lead status automatically updates to 'In Discovery.'
- If allowed, new leads are automatically added to your CRM with Knock data. To learn more, read the Salesforce integration guide or the HubSpot integration guide.
- You can reject a lead in the message overflow at any point, blocking further messages. The CRM will update accordingly.
- The chat is asynchronous, allowing conversations to continue over days. Each message notifies the lead in their messaging app (mobile and desktop), resulting in high response rates (around 78%).
- Qualify the leadâs needs by asking relevant questions. Keep messages short and build trust through chat to increase their intent to purchase.
đ Booking Meetings
- Once the lead is qualified, enable them to book a meeting via Knock by selecting 'Book a meeting' in the message overflow.
- Define the meeting name, duration, and calendar to use. Ensure the team member's calendar is integrated with Knock for scheduling.
- Integration is one-click via the Knock App Home Page in Slack.
- Leads can choose a meeting time, and confirmations will be sent to Slack. Meeting details are synced to your CRM, and the lead's status updates to 'Qualified.'
- Keep the chat active even after scheduling to ensure attendance and maintain the relationship.
- Team members can join chats via the 'Knock Knock Updates' channel for collaborative engagement.
đ CRM Integration
- All conversations and lead progress are automatically synced to your CRM.
- Notifications include a link to the lead's contact page with conversation transcripts, intent signals, and additional data collected by Knock. Refer to the integration guide for field details.
- To learn more, read the Salesforce integration guide or the HubSpot integration guide.
đ Waiting for Reply Messages
- Messages awaiting your response are pinned in your Slack channel.
- Click on pinned messages to view the list and respond promptly.
đ Additional Features
Transferring Ownership
Use the 'Change Rep Owner' option in the notification overflow to assign the contact to another rep. The new owner will receive personal notifications for the lead.
Availability Management
- Update your availability status on the Knock App Home Page in Slack.
- When unavailable, the company bot handles chats, notifies leads of your absence, and offers a demo booking option.
Contact Status Updates
- Update a leadâs status to 'Rejected' using the notification overflow.
- Choose a rejection reason and customize predefined messages for each reason via the rejection modal.
- Rejecting a lead closes the channel and stops notifications.
Invite team members to the chat
Add team members to the leadâs channel for a coordinated approach.
Check status of the chat
Use the command "/find-lead" in Slack to:
- Search for specific leads.
- Filter leads by their status
- In discovery - active chat
- Rep reply needed - lead is waiting for your response
- Follow up needed- the lead didnât respond to your message after 3 hours
- Qualified - lead booked a meeting / a deal open in CRM / manually updated by you
đđźââď¸Â Best Practices
- Review Pinned Messages Regularly: Check pinned messages in Slack frequently to ensure no leads are missed.
- Respond to Qualified Leads: Always reply to a qualified lead on Slack, even if some time has passed. Since this is an asynchronous chat, thereâs a high chance theyâll see your message and respond.
- Collaborate with Your Team: Add relevant team members to channels when needed. For example, if a technical expertâs input is required, invite them to the Knock Knock Update Channel to assist with replies.
- Focus on Building Relationships: Relationships are the key to success. Avoid pushing too quickly for a demo if the lead isnât ready. Providing value in your conversations will encourage leads to continue engaging with you and choose your solution over competitors.
- Automate Rejection Messages: If you frequently send the same message to rejected leads, create a rejection type in the Knock appâs home page and set up an automated message to handle this efficiently on your behalf.
đââď¸Questions You Might Have
How do I get the lead info?
Knock uses AI-powered identity detection to automatically gather essential company details such as size, headquarters, industry, status, and intent before engagement begins. It also checks if the lead exists in your CRM, helping you decide whether to reply, transfer ownership, or reject the lead.
Will my SDR team need to be available 24/7?
No, Slack is asynchronous, so immediate replies arenât necessary. When you send a message, the buyer is notified, allowing both parties to chat at their own pace. Itâs like email but with significantly higher engagement.
What if my SDR team doesnât have capacity to handle many chats?
Knock ensures you only chat with qualified leads, reducing unnecessary workload. Thereâs no need for instant responses, and youâll know beforehand if a lead is worth engaging. Additionally, our chatbot can respond on behalf of your team when they are unavailable or if the lead isnât qualified for human interaction.
How long does it take to start testing Knock?
Knock integration takes less than an hour. Itâs a no-code solution that lets you test any touchpoint and identify where your channels perform best. No maintenance is required.
Is it secure?
Absolutely. Knockâs omni-channel capabilities ensure you and the lead are in separate workspaces. Each lead has a private chat space, safeguarding security. Leads cannot view information about your sales reps, see their activity in the channel, or send messages after being rejected.
Can I view chats without joining them?
Yes, you can monitor chats without being visible to the buyer. Through the Knock Knock Updates channel, you can review all messages sent by leads. Additionally, for qualified leads added to the CRM, the full chat transcript is available on their contact page.
Will it integrate with my CRM?
Yes! All contacts and activities are updated in real time in your CRM, including chat transcripts, intent signals, and both contact and company information. Learn more from our Salesforce integration guide or HubSpot integration guide.
Can I track SDR response times?
Yes, Knock automatically tracks the time SDRs take to respond to leads. This performance data is synced to your CRM, allowing you to monitor response metrics, identify areas for improvement, and ensure timely engagement with leads.
đ Troubleshooting and Support
- For questions or technical assistance, message us at the 'Knock Support Channel' on Slack.
- Our team is here to help and welcomes your feedback to improve your experience.
By following these guidelines, you can efficiently manage and engage leads using Knock, making your SDR workflow seamless and effective.