Overall Satisfaction with Conversica
We utilize Conversica for both inbound and outbound marketing campaigns to both our current and prospective guests (at our center we call our patients guests). Our marketing department is the primary user and we support three businesses.
- AI Assistant Management of responses. We have large lists that we are in constant communication with. The AI Assistant's ability to respond, very professionally, to every comment creates a tremendous customer experience.
- Organization of Leads: The "intelligence" to understand the responses and prioritize them is a tremendous time management benefit. The platform organizes your leads into "hot leads," "further action needed," "stopped leads," and more based on the response. It is extremely accurate.
- Reporting: The ability to pull reports by campaign and export them into PowerPoint presentations is very helpful and impressive.
- Most of the campaigns have 7 attempts in their path. If a lead does not respond the AI agent will make 7 attempts until it stops messaging the lead. In most cases, this is wonderful. In some cases, the outreach is too much. The ability for the "user" to be able to decrease the # of attempts would be a good feature.
- The time frame between "attempts" from the AI Agent. This is actually possible, however, the user must set this up with the Conversica Technical Team. Now, while I am putting this down as an opportunity, I must note that the staff and team at Conversica are some of the most professional and welcoming I have dealt with in my career. They are always eager to help.
- Positive: You can clearly pull reports to identify the guests you have "won" from an inbound and/or outbound campaign you have executed through this platform. ROI is easily calculated in terms of break-even and then, what everyone wants to achieve, profit.
- Customer Experience: Every business is competitive. Having quick response times to any communication from either an active guest or prospective guest is key. If you respond quickly, this is a positive impact on the business. If you cannot respond, given your resources, you can easily lose business as there is another company just like yours who can. Conversica assists both large and small businesses in taking on this responsibility. Enhances the overall customer experience.
Several marketing tools were evaluated and Conversica was the one chosen.