Contact score is one of the best ways to segment out the most qualified leads for your business. Once your admin configures the score signals, sales reps can use it to prioritize and filter contacts. Freddy calculates contact scores and customer fit ratings by finding patterns in historical contact properties, engagement levels, web, and in-app activities.
Where can I see the Contact scorecard?
1. Contact list view page:
The contacts who have engaged with your product most recently, are the ones most interested in your product. In the contacts list view page, there are two columns that depict how the contact is faring - the score and customer fit columns.
You can filter contacts based on their quality by using the customer fit rating (one to five stars). For example, based on the star rating, you can easily filter the most sales-ready (4 or 5 star rated) contacts from the rest (3 or less star rated contacts) that need nurturing. You can sort contacts in the increasing or decreasing order of their contact scores by clicking the contact score sort option from the contacts list view page.
To get to the granular details of what has actually contributed to the score, you can do either of the following:
1. Hover over the contact score on the contact list page. A popup appears with the details on the contact and its key scoring factors and the next best action.
2. Hover on the contact’s avatar on the contact list page
2. Contact details page:
Clicking on one of the contacts will take you to the contact details page. Here you can find the contact score and customer fit rating under Freddy AI Insights. The score is available on the overview section right at top.
1. The contact score is available right next to the social media icons on the overview section. You can hover on the score to quickly view the key scoring factors.
2. Click on the “Show key scoring factors” hyperlink in the contact overview section to view the Freddy AI insights tab details.
If the score field is configured as a column in the highlights section, it can also be made visible there.
Understanding the scorecard component
- Contact score: Contact scores range from 1 to 100. The score change over the last 7 days indicates recent progress and will be represented with an upward or downward arrow as applicable.
- Key scoring factors: You can get to know the factors that have contributed to your current contact score from the contact scorecard.
The scoring factors in a contact scorecard help you know the difference between two contacts with the same score and also understand how interested they are in using your product. You can make use of Freddy’s next best action based on the customer score to better nurture the contacts in the web application.
For example, a contact who has viewed the pricing page and replied to an email in the past 7 days would have a hike in the contact score as opposed to a contact who has not responded to an email. Admins can customize the signals using the Contact scoring page to train Freddy to look at the right signals for your business.
- Freddy Contact scoring tags: If the automation to tag contacts as Product Qualified Leads/Likely to buy based on the score is enabled, you can quickly know the PQLs or Likely to buy leads from the scorecard component. Alternatively, you can check it from the tags section, where it is displayed as the first tag if applicable.
- Customer Fit Rating: The customer fit rating is a representation of how close the contact is to conversion—a four or five-star rating will help you instantly know how sales-ready the contact is.
- Freddy’s insights: Based on the contact score and customer fit rating, Freddy proposes the next best action that can be performed on the contacts to nudge them closer to conversion.