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Great AI functionality, conversation, and support limitations
August 27, 2019

Great AI functionality, conversation, and support limitations

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Modules Used

  • Sales AI Assistant

Overall Satisfaction with Conversica

We started using Conversica to extend our sales prospecting and recruitment outreach. Our artificial intelligence assistant has been very effective in getting responses that our human counterparts were unable to reach. The language and cordial conversation make the assistant seem completely natural. Conversica has thought of many factors to contribute to her success from the psychology behind the assistant title to the out of office days and optimizing reply times.
It has helped us increase our reach of leads that would normally take a human several individual weeks to do, now in only a day. This has helped us focus our sales team's effort on only interested leads instead of sifting through piles of uninterested ones.
  • Getting interested respondents from a long data list of contact information.
  • Following up to make sure our team spoke with interested parties.
  • Categorizing the responses so that you know how to approach leads in the future.
  • Customization of conversations is limited, and there aren't a lot of options for warm leads. Conversations are geared more toward cold leads. We're unable to make specific campaign adjustments based on where you generated the leads from.
  • The support team and customer success managers can be slow to respond since they're on the West Coast. Making changes takes an extended amount of time.
  • It does not connect with Zapier, and integration to the CRM costs extra. It only connects with certain CRMs, so it makes it difficult to have real-time updates on leads from one platform to the other.
  • Still evaluating. The platform is pretty expensive per month, so we have only seen a moderate return from recruitment and sales efforts. We deal in mortgages, so the actual closing of a sale or converting a producing employee is a longer lead time and more complicated for qualifying purposes.
The support team has always been helpful. My tech consultant has been fairly available. However, my customer success managers have been relatively hard to get a hold of, and slow to respond. Our account was moved from one manager to another without much of a notification or announcement, and there was no transition I can recall. We are also an East Coast company, and they are located on the West Coast, so I never expect to get an answer the same day. I usually don't get a reply until after hours, which means the next day for me. When I've had time-sensitive issues to resolve, I was at the mercy of their timezone. Sometimes it would work out, other times it didn't. Having a lack of consistency makes it hard to rate the support higher.
We were up and running in less than a month from the contract date. If I recall correctly, it was really only a few weeks. Because we were in such a hurry to implement the system, the training felt a little rushed. Over time I was able to learn the system well enough to teach and explain it to others, but at the time there were a few odd quirks that were hard to wrap my mind around. Everything was explained as to how it worked, but not the reason why it worked like that.
We didn't evaluate anything else like Conversica because it seemed to be the only AI of its kind out there. We have been using other solutions like email marketing software and drip campaigns, however, nothing has the capabilities that Conversica has. Out of our efforts, Conversica has hands-down gotten the highest response rates with email outreach. We haven't added the text message add-on, but I'm sure that is even more effective than email.
Conversica is great for communicating with a mass audience or a purchased list. It's not as great if there is a specific message you're trying to deliver that doesn't fit within the conversation framework. If your CRM doesn't integrate with Conversica, it makes it more difficult to keep the data quality intact across multiple platforms.