Before you're ready to unleash the power of Piper, the AI SDR on your website, there are 5 steps to success that our team is excited to share with you.
VP of Demand Gen Sarah McConnell shared two fundamental steps in onboarding Piper.
The first step involves enabling Piper with knowledge about your company by connecting her to your website and providing access to internal information. It's essential to consider what information you would provide to a human SDR and start with the entire website before narrowing down the content. Sarah emphasized the importance of including competitive positioning statements and addressing any content gaps.
The second step is all about defining goals and rules of engagement for Piper. Director of Customer Success Sterling Williams, explained that it's crucial to provide Piper with information on when to take action, such as booking meetings or initiating live chats with reps. By implementing goals within the Qualified admin screen and using keywords, you can define specific actions for Piper based on conversation topics. Remember, qualification questions play a vital role in determining valuable conversations for your sales team.
One unique feature of Piper is your ability to test her knowledge and fine tune it. Sterling and Sarah shed light on how Piper's Scorecard feature allows users to simulate conversations and grade her responses.
This scorecard provides a confidence score based on the grades given, enabling you to identify areas for improvement. It's crucial to update content and rules of engagement to enhance Piper's responses continually. Sarah highlighted the value of role-playing with Piper and suggests focusing on commonly asked and top priority questions during the process.
Also, periodically check the Question Inbox and rerun answers to ensure Piper stays up to date.
There are two methods for providing feedback: a one-click button for direct response feedback and monitoring live chat questions. Remember, just like a human SDR, Piper will continually improve with coaching and mentorship.
Another exciting aspect discussed during the event was workflow automation for Piper.
Sterling introduced this concept, emphasizing how Piper can automate important actions to keep deals moving forward. From creating leads and updating fields to generating tasks and events in Salesforce, Piper streamlines various operational tasks, bringing ease to your sales and marketing operations.
Sarah added that implementing workflow automation is a necessary aspect of Piper that makes things more seamless for the team. Remember to ask operational questions and migrate tasks from blocks to workflows.
Nolan Mikowski, Demand Gen Manager at FreshBooks, shared his company's experience working with their version of Piper, Lily.
FreshBooks initially started with a proof of concept to showcase Lily's capabilities to the marketing and content teams. They then expanded her use to the sales and support functions.
Nolan highlighted that Lily has been performing exceptionally well, resulting in increased conversation rates and successful conversions. Specifically, Lily has been instrumental in supporting self-serve channels, where customers have simple questions and are ready to make a purchase.
FreshBooks is thrilled with the positive results they have achieved and is excited to continue expanding their use of AI technology.
Sarah provided three valuable tips for demand gen leaders onboarding Piper:
Sarah also discussed the importance of measuring the performance of AI assistants like Piper.
She stressed that the measurement should be the same as for a human SDR in terms of generating pipeline. After implementing Piper on their website, Sarah mentioned a significant increase in pipeline.
Remember, measuring metrics like pipeline generated, meetings booked, and opportunities created is crucial to understanding the ROI of AI-powered SDRs.
Addressing a common concern, Sterling emphasized that the Qualified team takes data security and privacy seriously. All data is securely stored on Qualified databases, and they follow customizable data retention policies set by the customer. You can feel confident in partnering with Qualified to ensure your data remains secure at all times.
Learn more about Piper here.
Discover how we can help you convert more prospects into pipeline–right from your website.
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