When you're perusing a website and the little screen pops up in the bottom right-hand corner that says, "Hi, can I help you?" is your response positive or negative? Welcome to "3"ā€¦three insights in about three minutes. I'm Drew Dinkelacker. Chatbots for customer service continue to improve and can eliminate wait times and point you in the right direction to find an answer. Today, I'm speaking with Amy Sitnick, the VP of Marketing at Greenphire, an organization that provides financial solutions for clinical trials. Amy, when did you first start using the chatbot at Greenphire?
Amy: So, Drew, it's been about a year and a half that we've had a chatbot on our website. We initially got a chatbot when we transitioned using HubSpot for our marketing automation platform, and HubSpot came with a chatbot. We knew we wanted something that would add some interactivity to our demo request form. When we switched to Pardot, though, we knew we needed a different chatbot, and so that's how we ended up with Qualified.
Drew: How did this new service from Qualified differ from the original chatbot you were using with HubSpot?
Amy: Honestly, this chatbot is so much more robust: it has so much better metrics; it's connected to Salesforce and Pardot; it has custom messaging; it gets people who need support directly to support - gets people who need, you know, lead gen help directly to them, and even has live chat help, which has been really useful.
Drew: I understand that you named your chatbot - it's Fuego. Why name it, and why Fuego?
Amy: So, at Greenphire, we're fun! Our employee values are all in as a team, solving problems for a purpose, and so we created this character of Fuego or Spanish for "flame" and then making our logo to, like, to embody the Greenphire feel for employee engagement as well as customer service. So when it came to having a chatbot on the website, we wanted to bring sort of that same level of experience and brand to everybody who be visiting us online. So, he really is an extension of our Greenphire brand.
Drew: What a great way to extend the brand and make it fun and engaging for the customer! Well done, Amy. "3" is a production of MarketingAccelerator.com, and it's just one of the resources we provide for marketing and business leaders. I'm Drew Dinkelacker.