The Challenge

Prior to Qualified, Outreach had used another chat solution for a few years. Morgan Maurer, Sr. Growth Marketing Manager owned the program, and ran into a few challenges:

• The marketing team was responsible for building & maintaining chat playbooks, which involved a lot of manual work, with little support from their vendor
• Reaching visitors across Outreach’s site was difficult, due to targeting limitations. This impacted overall engagement and conversion with the chatbot.
• Outreach had a small sales team who were responsible for monitoring live chat from 8-4 PM each day. Given Outreach’s high website traffic, these sales reps were fielding multiple chats each day, like support requests, that weren’t driving pipeline, and wasting their time. “There was lots of friction and wasted time, both on the SDR and visitor side of the experience on our site. We wanted more automation.”

Morgan saw a demo of Qualified's AI SDR Piper, and instantly saw the value for Outreach. “We saw the opportunity with Piper to reduce time on chat for our sales team. Having her on our site to immediately engage with website visitors, give that instant response, excited us from a marketing perspective to quickly engage at scale.” ‍

The Solution

Outreach turned to Qualified to automate inbound pipeline generation across their website. They named their Piper “Cleo,” and deployed her across Outreach’s entire site, going live in just a few weeks. Cleo proactively identifies and engages with visitors across their site with dynamic messaging, driving conversations and booking meetings with qualified prospects.

With Cleo handling all engagement, Outreach could take inbound chat off their sales team's plates. This has saved their team over 280 hours per week to focus solely on outbound and other high-value, pipeline-generating activities. “The ability to automate the experience of booking a meeting with our team is huge. Even if there is a great lead, of course having that human element is nice, but it takes time out of their day. If you have an engaged visitor from a target account on the site, why not just let Cleo handle that? She’s so good at handling technical questions - it’s crazy!”

This shift to fully automating inbound pipeline generation has been powerful for Outreach. Cleo engages just like a real sales rep, but is even more effective. Because Cleo and the Qualified platform are plugged into Outreach’s entire tech stack, they’ve been able to deliver seamless experiences, like greeting a visitor from an Outreach sequence or ad-click throughs with personalized messages that drive towards booking meetings. “We’re seeing these incredible experiences across channels, which was a huge gap before.”

Outreach has also leveraged the power of the entire Qualified platform, going beyond just chat to drive more inbound pipeline, which was a gap with their previous solution. Using Qualified AI Meetings, Outreach has created seamless meeting booking experiences from their forms and CTAs, making it easier for qualified prospects to book with their AEs. With Qualified AI Offers, they’re using banners and exit intent pop-ups to capture more organic traffic from marketing content.  

The Results

Outreach saw immediate impact from Qualified, generating more pipeline and booking more meetings than they were with their previous chat solution, but with no humans involved. In just the first four months live, here are results Qualified delivered for Outreach:

• Sourced $1.1M in Pipeline from Qualified 
• Meeting conversion rate increased from 23.05% to 55.88%
• Average meetings booked weekly increased by over 2X 
• 280 hours / week saved for inbound sales team
• 86% of website sessions view a Qualified experience compared to 50% site coverage with previous solution

“Our week over week meetings booked chart with Qualified is just a beautiful staircase. It just keeps going up! It’s made our sales team so jazzed about Qualified. Their calendars just fill up with qualified meetings. I’ve created such better relationships with our sales team just from implementing Qualified because everyone is so excited about it.” 

Learn how other companies like Sendoso, NextGen Healthcare, Aiven, and more are scaling their inbound conversion with Piper here.