La única pregunta que nuestro bot hace y nos ahorra horas

As the rise of bots and automation continues apace, a lot of people are wondering how the sales process and lead qualification will be affected by this fast-evolving technology.

Some are even asking if salespeople are at risk of being eclipsed by chatbots altogether. But a fairly simple example of how the Intercom bot, Operator, helped our sales conversations illuminates what we think that future might look like in practice.

Working as Sales Development Representatives at Intercom, we deal with a huge volume of conversations with potential leads that come in through live chat. We strive to qualify them as quickly and efficiently as possible, and we’re always highly conscious of giving leads the best possible experience.

Above all, it was a poor experience for our existing customersUp until relatively recently we faced a recurring issue that took up a lot of our time – an anonymous website visitor who begins a conversation via our messenger could be a brand new lead, meaning we would commence the qualification process. However, those anonymous conversations might also be an existing customer who at that time was logged out of Intercom. It made lead qualification more difficult than it needed to be.

In those situations, it might take a bit of back and forth before we realized they weren’t getting in touch to inquire about becoming a customer, but were actually reaching out to ask for support. We would then have to send the conversation to our colleagues in Customer Support, and brief them on the nature of the query.

This was obviously time consuming for us, as it meant we weren’t getting to the conversations we needed to get to, and above all it was a poor experience for our existing customers, as they waited to have their questions answered by the right person.

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