How do I capture leads from CRM trial users who chat with support?

CRM trial users who chat with support are often evaluating your product. Capturing their details while they’re engaged keeps the conversation warm and gives sales a chance to close the deal before they lose interest.

1. Add a lead-capture form to your trial signup page and help center widget.
   • Include fields for email, company name, and trial stage (e.g., “Evaluating,” “Setup Help”).
   • Set the form to trigger when a visitor has viewed 3+ help articles or spent 2+ minutes on the page.
2. Enable conversation-tags to auto-label chats from trial users.
   • Use tags like trial-user, high-intent, or billing-question to flag leads for sales.
3. Configure a custom-action to send captured data to your CRM.
   • Map form fields (email, company, stage) to your CRM’s lead object.
   • Set the action to fire immediately when a trial user submits the form.

Use conversation-tags and AI intent detection to score trial users in real time:

• Tag chats where users ask about pricing, integrations, or account setup as high-intent.
• Trigger a follow-up message like “I can connect you with our sales team—would you like a quick call?” when a high-intent tag is detected.
• Route these tagged conversations to your sales team via your CRM integration.

1. Sync lead-capture data to your CRM using Chatref’s custom-action.
   • Example payload: { "email": "user@example.com", "company": "Acme Inc", "trial_stage": "Evaluating", "source": "chat-support" }
2. Set up a CRM workflow to assign leads to reps based on tags (e.g., high-intent → Sales Team A).
3. Follow up within 1 hour—trial users expect fast responses. Use Chatref’s shared-inbox to let sales jump into the chat thread with full context.

Monitor the lead-capture and conversation-tags reports in Chatref to see which trial users convert. Adjust your form fields and tags based on the questions that correlate with signups.

How do I send chat leads into my CRM?

Use Chatref’s custom-action to map lead-capture form fields (email, company, trial stage) to your CRM’s lead object. Set the action to trigger when a trial user submits the form. Example: Push data to HubSpot via their API or Salesforce via a webhook.

What is lead capture in customer support?

Lead capture in customer support is the process of collecting visitor or trial user details (email, company, intent) during a chat interaction. It turns support conversations into actionable sales opportunities by identifying users who are actively evaluating your product.

How do I qualify trial users automatically?

Enable conversation-tags in Chatref to auto-label chats from trial users based on keywords (e.g., “pricing,” “setup,” “integration”). Use these tags to trigger follow-ups or route chats to sales. Combine tags with AI intent detection to score leads in real time.