Automating the First Touch with Customers through a Dedicated Chatbot
DigitalMara developed a chatbot that streamlines converting website visitors into customers upon initial contact.
About the client
The client’s sales team successfully leveraged a personal approach to convert their website visitors into buying customers. A specially-trained agent pitched in to increase the chances of a purchase just as a prospect was about to leave the site or appeared hesitant.
It soon became obvious that some of the agents’ early steps in establishing a visitor relationship were repetitive to the point that automation could (and should) be introduced. As chats are the main communication tool for the company, a customizable chatbot was clearly the most natural solution.
The client’s sales reps had already accumulated the most common customer doubts and concerns, so we had ample material to work with. We built the chatbot from scratch, equipping it with scripts that clarify the questions frequently asked by website visitors.
Today, the company’s sales reps no longer handle the endlessly repetitive requests visitors initially have. The chatbot processes website visitors until communication reaches the level where human assistance is required to complete the conversion. At that point, a sales agent steps in and closes the deal.
Approach
Since the client already had a working sales model, we had to properly understand and contextualize it before building a chatbot that would easily integrate with its human counterparts. Our project manager began by interviewing the client’s sales managers and agents to draft an early concept of the prospective product. Once it was approved, we put together a dedicated team.
The client expressed some initial concerns about the time difference between our offices. However, we acclimated to their business hours so seamlessly that this was quickly forgotten. Our team regularly touched base with the client using daily stand-ups and weekly reports — the key practices of Scrum development.
Key features
- Chatbot handling the most common customer requests at first touchpoint
- Virtual assistant advising a sales rep on processing a particular customer
Results
- Customer wait time decreased, raising satisfaction with the service.
- Sales agents spend less time converting leads into buyers.
- The least likely conversions are identified and handled before the sales team needs to interfere, saving both time and human resources.
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