Cross-channel, Multi-product Chatbot Produces 16,000 Leads
Product used: custom sales chatbot.
Conversation-first, cross-channel sales
The client approached ubisend with a conversion rate problem. They had invested heavily in their website. Design, usability and content were all working well, but it was still operating at ~2% sales conversion rate.
The mission was simple: build an on-site sales-focussed conversational solution that will increase sales conversions.
The client sells long-term rental products which have a convoluted sales process. Employment history, credit checks, financial background and in-depth personal details are all required pre-purchase.
Not only did ubisend need to build a solution that understands and automatically sells over 119,000 product variations, it also needed to seamlessly integrate into existing processes and software solutions, and be available across multiple channels.
Start by separating the logic
We built this bespoke solution with scalability in mind. The logic and APIs of the bot were developed and deployed on a separate infrastructure and codebase than the dashboard, reporting and channel APIs. This meant we only had to build the bot once, and it would be able to connect to any channel and service without having to touch the core 'magic'.
One bot, deployable anywhere.
The intelligence of the chatbot comes from the custom natural language processing and machine learning algorithms. It is able to pull product data from the client's database and communicate with users about the products, answering questions and helping them find the right solution.
When the user has found what they need, the chatbot guides them through the sales process, asking details on things like their employment history, financial standing and previous addresses. All throughout the conversation, the chatbot is storing the details, registering the leads and sales and connecting to third-party providers for credit approvals, company look-ups and stock levels.
So good, the salespeople started using it
ubisend have been working with this client for over a year. What started out as a mission to improve conversions has turned into a long-term partnership. The solution is powering sales and service across two continents, integrated into business processes and multiple customer touch points. It has become a member of the team (we like to think it's the best member!).
It gained such a good knowledge and well-tested approach to sales, the sales team started using it internally. They were talking to leads on the phone and typing in the answers to the chatbot. We should have negotiated a commission-based development fee!
We now work with the client on a day-to-day basis to develop the long-term vision of the solution. We're talking things like image recognition for product recommendations, real-time sentiment analysis and in-depth business intelligence and predictive analytics.
If anything, this case study shows how a small problem and use case can pave the way for improving efficiencies, customer and employee satisfaction and revenue with the intelligent integration and use of artificial intelligence.
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