Predictive contact scoring helps quantify and streamline these otherwise relative measures, and is a yardstick to identify the most sales-ready prospects from the rest. This score can be based on the contact’s level of engagement with the sales rep.

By default, Freddy assigns a score for the contacts in your CRM based on how likely they are to convert into a customer. However, in order to enhance the accuracy of the score, you can train Freddy to become more familiar with your business.

To set up predictive contact scoring,

Go to Admin Settings > Predictive Scoring. Use the options below to enable Predictive contact scoring in the CRM:

  1. Import your data

Click on Import contacts/Import Deals to add more data in the CRM. The more the data, the more information will be available for Freddy to better understand your business, thereby making more accurate suggestions.

1. A mix of 50 new contacts, 30 qualified contacts and 20 deals would help Freddy understand your business better.
2. You can also migrate data from another CRM by clicking on Migrate from another CRM

  1. Add signals from your business

There are positive and negative signals that give hints regarding whether a contact would convert or not in any business. For example, a contact from a specific country and industry is moe likely to convert into a customer while a contact who has unsubscribed from your emails is a negative signal and may not convert.

In Freshworks CRM, you can define the positive and negative signals that affect your contact conversion by adding fields that promote conversion as positive signals and the fields that retract conversion as negative signals. 

Freddy will train itself by using these signals and your data to associate a score for all the contacts in the CRM and also suggest the next best action needed for conversion.

To add a signal, choose from a few suggestions on both the sections - positive and negative signals. To edit the questionnaire and add signals based on your business, click the Add or edit signals button and choose the field that you want Freddy to use as a signal.

Once you have configured Predictive contact scoring, you can view the score of the contact from the list view page. In the details page of a contact, you can view a star rating of the customer to help you understand how close the contact is to conversion. In addition to the above, Freddy’s insights section gives you the next best action that should be performed on the contact for better nurturing.