Item: Conversica
Rating: 9
Author: Verified User

Overall Satisfaction with Conversica

Use Cases and Deployment Scope

We use Conversica to better qualify leads for sales to result in an appointment and opportunity Conversion. Primarily as a Sales Assistant for acquisition and Customer Success assistant for Base. The primary reason we brought in Conversica was to take the burden from sales to work with sorting out a large volume of marketing qualified leads. Conversica Sales Assistant can offload close 90% of volume allowing sales reps to focus on 10% of top quality leads that can result in an opportunity. Later we expanded to a regular health check with the existing base customer - another high volume activity that Convesica Customer Success Assistant can help in offloading unproductive sales interactions quickly.

Pros and Cons

Pros

Offloading low-quality, unproductive marketing qualified leads from sales.
Increasing virtual human touch without having to increase sales headcount.
Re-confirming contact info and verifying an appointment was completed.

Cons

Contextual understanding of email responses - resulting in false hot leads or not turning real interest to hot leads.
Conversation track build and mapping interface - could be more intuitive.
Reporting - lack of ability to go deeper once the initial report is created.

Return on Investment

Savings on hiring additional sales resources (6-8 FTE).
Time savings on unproductive Leads qualified through scoring (80-90% offload).
Hot lead to opportunity conversion rates (almost 10X).

Support Rating

Very responsive team driving customer success. Personal interaction in every step in the way really helped to set-it up and immediately reaping rewards from the platform. Quick engagement from Technical SMEs when encountered problems. They also have good documentation explaining everything in detail for explaining new features, tools, and reporting. Scheduled regular weekly meetings to iron out issues as they pop-up.

Implementation Rating

There are a large number of fields that sound confusing and similar. There was no best practice documentation and could result in incorrect actions taken or missing important responses. Overall not very complex integration and support team were very helpful in having walk-through to give helpful tips. The implementation only took a few days.

Alternatives Considered

N/A - we didn't look at other similar solutions.

Likelihood to Recommend

Good use cases - sales qualification, customer health check, warming up inbound leads for engagement

Not a good tool for deeper engagement/interactions - primarily used as a high level conversation starter before real person is involved - however it will eventually need to be handed off to real person for deeper questions.

Comments

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Offload bad Leads and make Sales winning opportunity easier

Modules Used