Developing a Warm Outbound Mindset

In this lesson, we’re diving into the warm outbound mindset and sharing what it means to shift from thinking like a seller to an advocate.

Cold Outbound in 2024 is Hard.

With the dawn of AI-generated messaging, it’s becoming increasingly difficult to land in your prospect’s inbox. On top of that, there is a visibility challenge — once we hit send we have no way of knowing what our prospects are doing.

Cold vs. Warm Outbound

We like to think about the difference between cold and warm outbound like a store. Cold outbound today is a lot like convincing people to come into your store — At the end of the day, it's a bit of a fingers-crossed moment, developing messaging based on our best guess at their pain points.

Now, imagine you have someone in your store already, they are picking up the most expensive item in the store and you're watching them pick it up. This is a completely different scenario and it's what the warm outbound mindset is all about — delivering value to prospects as they navigate their buying journey.

Koala is a complete view of everything they've done in your store — what they've bought in the past and what they've window shopped. All valuable data points that you can use to inform your warm outbound approach.

Think back to your favorite sales experience: What did it feel like? What information did you need? How did the store associate support you in navigating the buying process?

Dee Kapila, Global Head of CX at Miro, hit on this in a recent interview:

As you get started with Koala, let’s dive into a few key elements of the platform that will help you adopt a warm outbound mindset:

All Accounts View

The account view in Koala gives you all the information you need on how people are exploring your website and using your product. You will be able to see trends in usage and use this information to prioritize which prospects to go after. This is like taking your target account list and adding an intelligence layer on top of it.

All Visitor View

Koala’s secret sauce is that we help you figure out exactly who is coming to your website and product. We do that by collecting this anywhere the prospect submits their email — such as forms, downloads, and product sign-ups. Once they submit their information, you will be able to see everything your prospects are doing in the visitor view.

From both the account and visitor views, you will be able to jump into accounts/visitors at the individual level to see all of their actions. We like to think of these views as the story. For example, you might see that a couple of users came in through a PLG motion, and then as they got things configured, one user was stuck getting Salesforce integration setup — an opportune moment to jump in and provide some additional support.

Slack Alerts

One of the most valuable features of the platform is Slack alerts, which send you alerts based on the specific actions prospects are taking — such as pricing page visits, visits to your tech docs, or specific landing pages. You’ll receive an alert within 15 seconds of an action happening, allowing you to jump in at the perfect moment to provide additional value.