Item: Conversica
Rating: 7
Author: Verified User

Overall Satisfaction with Conversica

Use Cases and Deployment Scope

Conversica was purchased to qualify leads that are not from target accounts. These leads are still valuable to partners and we want to give them a positive brand experience, but cannot scale human resources to address the volume.

Pros and Cons

Pros

The bot is reliable with its cadences and memory of when to reach back out of a lead indicates a better time to engage.
The Conversica support team is talented and helpful.
The product is focused on sales, which is great -- we are able to paste full conversations inside of Salesforce, if we don't want reps to have to log into Conversica directly to follow up with qualified leads.

Cons

As a customer admin, I am not able to control much on my own. I have to reach out to support for pretty much any changes to the system.
When I review the bot's qualification decisions, they appear to be unreliable. Many leads are marked as hot simply because they said "yes" somewhere in the conversation, but they could say "Yes! I'd like to speak to someone about (selling their own software to us), but no, I have no use case."
The bot requires a lot of feedback to start becoming more accurate. This onus is on the customer to staff and execute on this.

Return on Investment

Conversica has enabled us to not need ISRs for non-target leads outreach and escalation.
Conversica requires a lot more human management than meets the eye of the buyer.
We were allowed to implement Conversica poorly -- I believe that if the implementation had been better, a lot of our ailments regarding qualification and process flow would be healed.

Support Rating

Conversica support is generally very fast and helpful.

Implementation Rating

I am not sure who implemented Conversica or how that decision was made, but it was a botched job.

Alternatives Considered

Drift

One major advantage that Conversica has over the others is that we are able to send the first outreach from Conversica, instead of our own marketing email IP address.

Likelihood to Recommend

Conversica is great for reliable follow-up of leads, especially if you have the staffing to give the bot regular human feedback regarding its qualification decisions. Conversica is not so great if you like to customize software or do not have a lot of time to give feedback.

Comments

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Could be a stellar success with a few small tweaks -- but we also had a botched implementation

Modules Used