Set up a series of predefined, simple qualifier questions on your chatbot that prospects can answer in real time. No salesperson likes spending time qualifying leads from a massive list, especially if they have very little structured information. Here are a few of the main advantages to be gained. Sales teams can reap huge benefits from the smart deployment of a chatbot, especially in regards to saving time and qualifying leads. The expectation (well, perhaps more of a hope) was that the customer would voluntarily supply you with their information.Ī chatbot has the functionality to make your website an active selling tool instead, starting conversations, answering questions and generally engaging prospects while they have a high level of interest. The website has become a primary sales tool for many organizations, but until the advent of the chatbot, it was a mostly passive form of selling. It wasn’t long before salespeople saw the potential in using a chatbot platform to increase engagement, automate lead scoring and assignment, and save salespeople valuable admin time. They also worked as a frontline support qualification tool, making it easy to sort new support tickets with a few questions before a human agent would step in. The use of chatbots has its origins in customer support, where busy teams found that some frequent or common issues could easily be dealt with without the need for human intervention. What you need is an automated tool that starts conversations with prospects while they’re visiting your website, gives them the information they need and asks relevant questions that help qualify them for your sales team.Ī chatbot or sales bot is a program that uses text, and occasionally voice, to conduct conversations in a friendly, human-like manner. The technology that was supposed to save you time, improve your sales process and increase your conversion rate is just another time suck. It takes valuable sales time to sort through leads, weeding out the irrelevant ones and then scoring them before passing on to one of your sales team. However, you’re not getting the number of leads you expected, and the ones you are getting don’t always have the information your sales reps need to progress. While inbound phone calls once took as long as 20 minutes, the average chatbot conversation took just six minutes.You’ve built the perfect website for your business and set up contact forms to make sure visitors who are interested in your product can submit their contact details, enabling your sales team to follow up. After implementation, appointments dropped 96 percent compared to the previous year, a strong indication that students prefer to interact with their bot. The institution instantly noticed a reduction in how often students made appointments to get answers to their questions. When Ana and Shane had questions, they noted how Ivy.ai’s customer success team was responsive and easy to work with. With just a few lines of code, the institution was on its way to delivering a far superior customer experience than before. This left students and parents frustrated with long wait times for questions that were easy to answer. 80 percent of all student questions were generic and could easily be found on the website. Prior to finding Ivy.ai, the administration spoke with the IT department to find ways to support more students more efficiently. Also, the type of calls changed from routine, repetitive questions to things that required a staff member’s intervention."Ī public research university in Florida was on a mission to meet the needs of students in a 24/7 customer service environment. "We had 1,000 fewer calls, and our AI chatbot was still brand new at that time. Not long after installing their AI solution, Alabama’s Student Account Services office saw a significant decrease in call volume for the month of December, compared to the year prior. "They also provided helpful guides for creating messages, for example, so by the time our solution was built and ready to install, we were able to hit the ground running." Results When describing implementation, Pritchett noted that their vendor scheduled training sessions to teach staff how to use the software. Additionally, we want our students to have a streamlined, seamless experience." Implementation The high call volume even crashed our phone system at one point. "We were receiving a high volume of calls and emails," said Pritchett, "to the extent that we were unable to meet service goals. Pritchett pointed to three areas of need at Alabama: volume, silos, and access.
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