Mailchimp: Gain new leads from chat

Ola Górska
8 min read
updated: Sep 16, 2021

Connect Mailchimp with LiveChat to harness the lead-generating power of live chat. Let your customers subscribe to your campaigns and newsletters while they fill out the pre-chat survey, automatically add customers to Mailchimp Audiences from chat and view their Mailchimp profiles in the LiveChat Agent app.

This integration lets you:

  • add new contacts to your Mailchimp audience during chats
  • use data from chat interactions for targeted campaigns
  • view Mailchimp subscriptions alongside conversations
  • have multiple mailing lists separated by groups
Also, coming soon: automated chat invitations with the option to subscribe, a subscription form that your agents can send in chat, creating LiveChat tickets from newsletter replies and creating customer journeys based on chat events.
Also, coming soon: automated chat invitations with the option to subscribe, a subscription form that your agents can send in chat, creating LiveChat tickets from newsletter replies and creating customer journeys based on chat events.

Installation

To install the Mailchimp integration navigate to the LiveChat Marketplace.

1
Select Install.
2
Select Connect with Mailchimp.
3
Log in to your Mailchimp account or create a new one.
4
Select Allow to connect LiveChat with Mailchimp.
5
Next, from the drop-down menu select the group to which you want to assign a Mailchimp audience. This option is only available when you have more than one group set up in LiveChat.
6
From the dropdown menu select the first audience you want to connect with LiveChat. You will be able to add more audiences and update the preferred one later. Then select Complete integration.
If you have two websites with two separate email lists, you can use the Groups feature in LiveChat to link each page to a separate audience.
If you have two websites with two separate email lists, you can use the Groups feature in LiveChat to link each page to a separate audience.

The Mailchimp integration is now installed. The subscription form for the Mailchimp audience you selected has been added to the pre-chat survey for the LiveChat Group you selected. You can edit your audiences as well as the pre-chat survey. For step-by-step instructions, see the next section: Settings.

Settings

In this section we go through editing your settings:

  • Adding and deleting audiences
  • Updating connected audiences
  • Pre-chat survey configuration
  • Email channel configuration

To adjust LiveChat settings for Mailchimp, go to Settings>Integrations & apps>Mailchimp

To adjust LiveChat settings for Mailchimp, go to Settings>Integrations & apps>Mailchimp

Add or delete audiences

LiveChat needs to be connected to at least one Mailchimp audience for the integration to work. You can add more audiences in the integration settings, you can also delete audiences.

Add more audiences

Once Mailchimp and LiveChat are connected, you can add as many audiences as you like to each group on your license. All you need to do is:

1
Go to Settings>Integrations & apps>Mailchimp.
2
Pick more audiences from the drop-down menu.
3
Select Connect.

Delete audiences

To delete audiences simply click on the bin icon next to the audience you wish to delete.

To delete audiences simply click on the bin icon next to the audience you wish to delete.

Make sure you are not deleting the audience connected to your subscription form in the pre-chat survey. To learn how to edit the audiences connected to the pre-chat survey, see the section below.

LiveChat requires at least one Mailchimp audience to be connected for the integration to work. If you delete an audience linked with the pre-chat survey, make sure to select a different audience in its place.
LiveChat requires at least one Mailchimp audience to be connected for the integration to work. If you delete an audience linked with the pre-chat survey, make sure to select a different audience in its place.

Update connected audience in pre-chat survey

To edit the audience in the subscription form of the pre-chat survey:

1
Go to Settings>Integrations & apps>Mailchimp.
2
Select the Pre-chat survey tile to open the options.
3
From the drop-down menu, select which audience should be included in the pre-chat survey.
4
Select Save.

Now your customers will be able to subscribe to the audience you selected when they fill out the pre-chat survey.

Customize your pre-chat survey

The beauty of the Mailchimp integration is that your customers can subscribe to your newsletters and campaigns while they fill out the pre-chat survey before they start a chat. The opt-in to subscribe is automatically added to your pre-chat survey when you connect Mailchimp with LiveChat. You can edit it in Settings>Chat surveys & forms>Pre-chat survey.

Edit the pre-chat survey in Settings>Chat surveys & forms>Pre-chat survey.

1
From the drop-down menu select the group for which you want to edit the pre-chat survey (this option is available when you have more than one group set up on your license).
2
You can edit the welcome message as well as the opt-in message. The changes will be visible in the preview on the right.
3
Optionally, mark the email field as required to make sure all customers provide their email address.
4
To finalize, select Save changes.

Repeat for other groups you have connected with Mailchimp.

Send signup form in chat

When you see the customer hasn’t subscribed in the pre-chat survey, or the targeted message with the signup form was not triggered, or there is a specific audience for which you prefer to qualify the leads first (e.g. VIP), send the signup form directly in chat.

Here’s how to edit the signup form your agents will be able to send in chat:

1
Go to Settings>Integrations & apps>Mailchimp.
2
Select the Signup form tile to open the options.
3
If you want to add more audiences, select Add audience.
4
From the drop-down menu, select which audience should be included in the signup form. Then enter the name that will be displayed to the customers.
5
Select Add.

Your agents will now be able to send the signup form in chat. All they have to do is click on the Mailchimp icon in the details section and select Send signup form.

When the customer clicks the Subscribe button, the signup form will open in the chat widget.

Use automatic subscription invites

The signup form can also be displayed as a greeting, an automatic invitation to sign up.

Two new greetings are automatically created on your license when you connect Mailchimp with LiveChat: one for new visitors and one for returning visitors. Click on the link to view and edit them.

The new visitor greeting is displayed to visitors who’ve visited at least three pages and have browsed your website for at least 30 seconds. The returning visitors greeting is displayed for all returning visitors. To edit the greeting and the appearance of the greeting, select it from the list.

Targeted messages can be used for so much more. Apart from building your lead base, greetings can be used to generate leads, automate targeted marketing, guide customers around your website, schedule appointments, and more, while announcements can announce your campaigns or new features on your website.

To learn more about targeted messages, see this article.

Turn newsletter replies into LiveChat tickets

You can use LiveChat to handle the replies to your newsletter and campaign emails. All you need to do is forward them to LiveChat, and they’ll become LiveChat tickets.

To forward newsletter replies to LiveChat:

1
Go to Settings>Integrations & apps>Mailchimp.
2
Select Email channel.
3
Copy the email provided.
4
Update your Reply to email address in your Mailchimp campaign with the ticket address.

Now, when your customer replies to your newsletter or campaign email, a ticket will be created in LiveChat.

Usage

View the customer’s Mailchimp details in LiveChat

While the customer is chatting with you, you’ll be able to see the Mailchimp audiences they are subscribed to in the LiveChat Agent app. Select the tile to see more details, such as the audiences this contact is subscribed to as well as their Mailchimp rating.

### View the customer’s Mailchimp details in the LiveChat Agent app: chats view.

If they unsubscribed from any of your newsletters or campaigns, you can see which ones and the reason they unsubscribed, if they provided it. You can also go to their profile in Mailchimp from here.

Filter contacts by data from LiveChat

Enhance subscriber profile information for marketers using Mailchimp as a marketing CRM.

Once customers subscribe to your newsletters or campaigns, they’ll be added to your Mailchimp Audiences. When you view an Audience in Mailchimp, you’ll be able to see which customers have subscribed via LiveChat. This will allow you to:

  • Monitor LiveChat conversion
  • Create dedicated campaigns for customers who subscribed via LiveChat

Build event-triggered automations

Once the integration is complete, when your prospects subscribe to your newsletter or campaign in the pre-chat survey, their email will be added to the appropriate audience in Mailchimp, and you will be able to see their record in your Mailchimp dashboard.

Customer profile in Mailchimp, with LiveChat indicated as the source.

What’s more, you’ll be able to see the events based on chat interactions, such as Finished chat or Chat tagged, and use them for further segmentation in Mailchimp, such as sales leads or review opportunities, for example.

Customer profile in Mailchimp with Finished chat event indicated.

When the chat is finished or tagged, events are created in Mailchimp that you can use to trigger specific single- or multi-step automated email , for example asking the customer for a review.

An example multi-step automated email with Chat finished event as the trigger.

To build automations based on LiveChat data, navigate to your Mailchimp account>Automations>Customer Journey Builder, choose Start from scratch, then New starting point>Integration and API, and choose the LC event there.

Chat finished on the list of customer journeys starting points.

Mailchimp will present you with an option to use Chat finished as a starting point for your customer journeys.

For the time being, you can create automations that are specific to a LiveChat tag in Mailchimp Classic Automations.
For the time being, you can create automations that are specific to a LiveChat tag in Mailchimp Classic Automations.

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