Zia - Next Best Experience
In today's business scenario, sales is no longer merely a transactional activity; customers tend to make decisions based largely on the experience they gather during their buying journey. When you facilitate a smooth buying experience, you're providing personalized attention to your prospects—thereby ensuring customer conversion, retention, and advocacy.
Businesses thrive on timely communication. At each stage of a pipeline, sales representatives rely on different means of communication for different purposes. Whether it's a voice call to follow up on prospects or a scheduled meeting to demonstrate your product—or even sending quotations via email—establishing punctual and contextual communication will enhance your relationship with prospects, boost their experience, and encourage them to take action.
However, owing to the presence of multiple open deals—each at different stages—it is challenging for sales representatives to inspect closed deals and come up with communication strategies to provide the next best experience.
Similarly, navigating through various stages of the sales pipeline can be complex, especially with multiple leads at different stages of engagement. This complexity makes it challenging for sales representatives to effectively analyze closed deals and devise tailored communication strategies for the next steps.
Zia is here to help you identify the Next Best Experience for your leads and open deals and guide you with suggestions at each stage of the customer journey. Zia empowers your sales team with personalized suggestions, ensuring that each prospect and deal receives the attention it needs at every stage of its journey.
What sets Zia apart?
Unlike other solutions on the market that rely on pre-defined suggestions or a hybrid approach combining AI with manual input from sales managers, Zia stands out with its fully automated and self-sufficient capabilities. This means that Zia independently analyzes a wealth of data points—such as deal stage, historical interactions, and customer behavior—to provide precise, context-driven recommendations without requiring any manual setup or intervention. This ensures that every suggestion is highly relevant, timely, and designed to move the prospect or deal forward effectively.
Why Zia's Next Best Experience?
- Zia’s Next Best Experience is entirely automated, continuously learning and adapting based on real-time data.
- Zia leverages comprehensive data analysis to deliver suggestions that are not just relevant but also optimized for the best possible outcomes, whether that’s nurturing a lead or closing a deal.
Availability
Permission required
All users can view this recommendation. Users with administrative privileges can enable it for the organization.
Availability:
Zia - Next Best Experience feature is available for
All organizations in the Ultimate edition, and organizations in the Enterprise edition with 10 user licenses and more, in US, EU, IN, CN and AU DCs.
View and act upon Next Best Experience suggestions
Zia will suggest the Next Best Experience for a customer based on their deal's current stage or the current lead status and the actions that were performed on the deal or interactions made with the lead. These suggestions are displayed as a widget inside the record. Based on the stage, Zia provides three types of calls to action: calls, meetings, and emails.
Zia will also consider any incoming emails associated with the record, read them, analyze them for context, extract information, and then provide suggestions along with some context. For example: If the customer sends an email requesting a product demo, Zia—instead of its usual suggestion of creating a meeting—will instead include additional context in the suggestion based on the email's specifics, and suggest that you schedule a product demo with the customer on a specific date.
Product details sharingMeeting/call schedulingDemo arrangementsTrial extensionsSubscription management
Discount offersPrice quotesProduct details sharingSharing product information at the right time is crucial for helping prospects make informed decisions. Zia ensures that your prospects receive the details they need when they need them, automatically adjusting its recommendations based on real-time data.- Example: Let's say a prospect Chau kitzman has shown interest in specific product through one of your channels. In this case, Zia could recommend, “Share detailed product specs with the client,” tailoring the information to their needs.
Meeting/call schedulingImagine you're managing multiple deals, each at different stages of the sales cycle. Zia continuously monitors these deals and automatically identifies when it’s the right time to schedule a meeting or make a call, based on past interactions and the current stage of the deal.- Example 1: Zia suggests, “Schedule a meeting with Chau Kitzman from Zylker by Monday morning at 7 AM.” This recommendation is based on data showing that early morning meetings have higher success rates in this particular deal stage.
Along with the Next Best Experience suggestion, you will be able to see the last activity performed. This is to give users context as to what activity Zia took into account in order to generate the suggestion. The last activity information is available for calls, meetings, and email actions.
Example 2: If a prospect prefers meetings next week, Zia might suggest, “Arrange a meeting with Chau Kitzman from Zylker next week,” taking into account the client’s preferences and increasing the likelihood of engagement.
Demo arrangementsProduct demos are a critical part of the sales process, especially during the evaluation stage. Zia helps you determine the best time to arrange these demos, ensuring that they occur when the prospect is most engaged, all without requiring any manual input.
- Example 1: If the data indicates that a Monday morning demo has a high success rate, Zia will recommend, “Schedule a demo for James Merced from Zylker on Monday at 7 AM.”
- Example 2: If a client requests a different time, Zia adapts and might suggest, “Reschedule the demo for Christopher Maclead from Zylker as the client prefers next week,” ensuring that the demo aligns with the prospect’s availability.
Trial extensionsOffering a trial is a powerful way to get prospects to experience your product first-hand. Zia automatically monitors trial usage and suggests when to extend or offer additional trial periods based on the prospect’s engagement level.
- Example 1: “Extend the trial for Kayleigh Lace from Zylker,” Zia might suggest, when it detects that the prospect is actively using the trial but needs more time to evaluate.
- Example 2: If a prospect shows interest but hasn’t had enough time, Zia could recommend, “Offer a 2-day trial extension to Felix Hirpara,” allowing the prospect to explore the product further and increasing the chances of conversion.
Subscription managementManaging subscriptions can be complex, especially when dealing with renewals, upgrades, or changes. Zia simplifies this by providing timely suggestions on the next best action to take, all based on real-time data analysis with no need for manual configuration.
- Example 1: If a renewal is approaching, Zia might prompt, “Renew the subscription for Kayleigh Lace from Zylker,” based on the subscription’s expiration date and customer’s usage patterns.
- Example 2: For a client showing interest in additional features, Zia could suggest, “Upgrade the subscription for Zylker,” ensuring that the sales team capitalizes on the opportunity to increase revenue.
Discount offersDiscounts can be a decisive factor in closing a deal. Zia automatically analyzes the prospect’s behavior and the stage of the deal to recommend the optimal time to offer a discount, ensuring you make the right offer at the right time.
- Example 1: If a prospect is hesitating at the negotiation stage, Zia might recommend, “Offer a 15% discount to Michael Ruta from Zylker,” increasing the likelihood of closing the deal.
- Example 2: If the deal is progressing well without needing a discount, Zia could suggest holding off on the offer, thereby preserving your margins.
Price quotesSending price quotes at the right time can significantly influence a prospect’s decision. Zia provides suggestions based on the deal’s progression and the prospect’s engagement, ensuring you send quotes at the optimal moment.
- Example 1: If the deal is at a critical decision point, Zia might suggest, “Send price quotes to Tresa Sweely from Zylker,” ensuring that the prospect has all the information needed to move forward.
- Example 2: If the prospect is comparing options, Zia could advise sending a detailed quote that highlights your competitive advantages.
Product details sharing
Meeting/call scheduling
Demo arrangements
Trial extensions
Subscription management
Discount offers
Price quotes
Product details sharing
Sharing product information at the right time is crucial for helping prospects make informed decisions. Zia ensures that your prospects receive the details they need when they need them, automatically adjusting its recommendations based on real-time data.
- Example: Let's say a prospect Chau kitzman has shown interest in specific product through one of your channels. In this case, Zia could recommend, “Share detailed product specs with the client,” tailoring the information to their needs.
Meeting/call scheduling
Imagine you're managing multiple deals, each at different stages of the sales cycle. Zia continuously monitors these deals and automatically identifies when it’s the right time to schedule a meeting or make a call, based on past interactions and the current stage of the deal.
- Example 1: Zia suggests, “Schedule a meeting with Chau Kitzman from Zylker by Monday morning at 7 AM.” This recommendation is based on data showing that early morning meetings have higher success rates in this particular deal stage.
Example 2: If a prospect prefers meetings next week, Zia might suggest, “Arrange a meeting with Chau Kitzman from Zylker next week,” taking into account the client’s preferences and increasing the likelihood of engagement.
Demo arrangements
Product demos are a critical part of the sales process, especially during the evaluation stage. Zia helps you determine the best time to arrange these demos, ensuring that they occur when the prospect is most engaged, all without requiring any manual input.
- Example 1: If the data indicates that a Monday morning demo has a high success rate, Zia will recommend, “Schedule a demo for James Merced from Zylker on Monday at 7 AM.”
- Example 2: If a client requests a different time, Zia adapts and might suggest, “Reschedule the demo for Christopher Maclead from Zylker as the client prefers next week,” ensuring that the demo aligns with the prospect’s availability.
Trial extensions
Offering a trial is a powerful way to get prospects to experience your product first-hand. Zia automatically monitors trial usage and suggests when to extend or offer additional trial periods based on the prospect’s engagement level.
- Example 1: “Extend the trial for Kayleigh Lace from Zylker,” Zia might suggest, when it detects that the prospect is actively using the trial but needs more time to evaluate.
- Example 2: If a prospect shows interest but hasn’t had enough time, Zia could recommend, “Offer a 2-day trial extension to Felix Hirpara,” allowing the prospect to explore the product further and increasing the chances of conversion.
Subscription management
Managing subscriptions can be complex, especially when dealing with renewals, upgrades, or changes. Zia simplifies this by providing timely suggestions on the next best action to take, all based on real-time data analysis with no need for manual configuration.
- Example 1: If a renewal is approaching, Zia might prompt, “Renew the subscription for Kayleigh Lace from Zylker,” based on the subscription’s expiration date and customer’s usage patterns.
- Example 2: For a client showing interest in additional features, Zia could suggest, “Upgrade the subscription for Zylker,” ensuring that the sales team capitalizes on the opportunity to increase revenue.
Discount offers
Discounts can be a decisive factor in closing a deal. Zia automatically analyzes the prospect’s behavior and the stage of the deal to recommend the optimal time to offer a discount, ensuring you make the right offer at the right time.
- Example 1: If a prospect is hesitating at the negotiation stage, Zia might recommend, “Offer a 15% discount to Michael Ruta from Zylker,” increasing the likelihood of closing the deal.
- Example 2: If the deal is progressing well without needing a discount, Zia could suggest holding off on the offer, thereby preserving your margins.
Price quotes
Sending price quotes at the right time can significantly influence a prospect’s decision. Zia provides suggestions based on the deal’s progression and the prospect’s engagement, ensuring you send quotes at the optimal moment.
- Example 1: If the deal is at a critical decision point, Zia might suggest, “Send price quotes to Tresa Sweely from Zylker,” ensuring that the prospect has all the information needed to move forward.
- Example 2: If the prospect is comparing options, Zia could advise sending a detailed quote that highlights your competitive advantages.
Note:
- Context will be provided along with the suggestion only when there's an incoming email associated with that particular record.
- The last activity will be visible for all Next Best Experience suggestions that have one.
By clicking on these call-to-action prompts, you can directly schedule a meeting, make a call, or compose an email.
If a record correspondences are already going at the right pace and Zia predicts no action at that moment, then the widget will display the following message: No actions required; you're on track.
Info:
- To make a call, your CRM organization must have telephony service integrated. See also: Telephony in Zoho CRM
- To send an email from your CRM organization, you must have the new email configuration integrated. See also: Email configuration for IMAP and POP
How are these suggestions computed?
For instance, Zia studies closed deals and analyzes how long it took for similar deals to progress from one stage to another. After collecting the required information, Zia correlates patterns and behaviors, such as industry, deal type, repeat customers, and more to suggest your next moves.
Thus, with Zia's Next Best Experience suggestion, you can salvage deals that you're on the verge of losing and keep the winning deals on track.
Notes:
- It takes 24 hours for Zia to learn and suggest the actions for your records.
- A minimum of 500 records, each with five activities—calls, emails, meetings or tasks—are required for Zia to learn and show suggestions.
- Zia suggests the actions you should take and the timeline within which you should take them based on historical data, which you cannot modify.
- If you miss the timeline suggested by Zia, or if you receive an incoming correspondence from the prospects before you take an action, Zia re-calibrates its findings and provides a new suggestion.
Enable Next Best Experience
To enable Next Best Experience
- Go to Setup > Zia > Recommendation > System Recommendation.
- In the System Recommendations page, toggle Next best experience as per your requirement.
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