Hear 3 key strategies for how Qualified customers are leveraging Piper to scale their SDR teams, fill in coverage gaps, and even fully automate their inbound pipeline generation strategies.
On this Piperfest panel: Claire Ebben talks with Nolan Mikowski, Hannah Jordan, and Sean McCaffrey about three simple ways teams use Piper to capture more pipeline: after-hours coverage, front-line triage, and fully automated booking.
Key Takeaways
TRANSCRIPTION
Claire Ebben:
Hi, everyone. Welcome to Piperfest. I'm Claire Ebben, director of product marketing here at Qualified.
If you're joining us today, chances are you're excited about the prospect of hiring an AISDR like Piper onto your team, but you might be wondering, where do I start? In this session, we wanted to talk about how to integrate Piper into your team and have you hear from three customers who are leveraging Piper today.
There are three main strategies we see customers using Piper to help augment and scale their inbound pipeline motion today. If you have an existing team of SDRs that have been successful with live chat, but they're missing important chats during off hours, or you have such high volume web traffic that it's hard for your human SDRs to prioritize, Piper can help fill the gaps. She joins the team and can be inserted to drive additional pipeline alongside SDRs.
The second is with Piper working as the front line for engagement on the for SDRs on the website. She reaches out on behalf of human SDRs, hands off target accounts, and deals with lower priority segments, looping in human SDRs for only the highest priority engagements.
Finally, Piper can fly solo, fully automating the work of an SDR or an entire SDR team. This is where she's working twenty four seven around the clock with no humans involved.
Let's chat with three customers who've hired Piper for each strategy. Joining us first is Nolan Mikowski, demand gen lead at FreshBooks. Welcome, Nolan. Thanks for being here.
Nolan Mikowski:
Hi. Thanks, Claire. Excited to be here and excited to talk about Addy.
Claire Ebben:
Awesome. Great. So, first, before we start, can you just give us some background on FreshBooks?
Nolan Mikowski:
Sure. So FreshBooks is a, invoice and accounting solution designed to make the hard part easy.
So we're we're a software that is made for small business owners so they can focus on their day to day tasks during what they love, and we can handle the heavy lifting of invoicing, accounting, payments, payroll, all of those accounting things, that they don't wanna spend as much time on, so that they can focus on growing their business.
Claire Ebben:
Awesome.
Perfect. So let's go back. You were one of the first Piper customers.
And we wanna talk about why you hired Piper. Your team nicknamed her Addie, but tell us a little bit about FreshBooks and and using Qualified at that time.
Nolan Mikowski:
Yeah. So as you said, when we started with Qualified, you know, we couldn't have been more pleased with what Qualified had done for us in terms of, chats that our reps were able to have with people. We saw that the quickness and the speed that we were able to help visitors for a website, is just something that we had never seen before.
But, you know, an area that we saw pretty quickly that we had to address was that, was what we were able to do were more so what we weren't able to do off hours. And so while we had that strength of everything that was happening, you know, if you have a question at one pm about our software, someone can jump in and help you. That was amazing. But then when it was off hours, you know, small business owners especially, their their days are nine to fives. They might have to be doing something like looking for accounting software at ten PM. And we weren't able to help them the same way we could in the middle of the day.
And that was one thing that we have had to kind of think about what are we doing and is more so of an area where Adi has now really been helpful for us. Awesome.
Claire Ebben:
Yeah. So successful live chat program with Qualified, but, you know, your reps only work during business hours, of course, and but people are coming to your website twenty four seven. And so Piper really came in to help fill that coverage gap of after hours, and that was sort of your strategy.
Love that she can kind of augment what your SDR team is already doing with Qualified.
Can you tell us a little bit about how Adi, works on FreshBooks' site today?
Nolan Mikowski:
Yeah. So the first thing that we really did is we're kinda spoke to right there, which is during off hours, the options that people really had were to read content that we pushed to them or book a meeting for the next day. And so that was an experience that we wanted to address right off the bat. So what we have now is that people have the still have the ability to book a meeting. Of course, we'll have a meet with our sales reps if someone is that far down the funnel.
But we've given them the opportunity to talk with Adi, our AISDR, and still have those questions be answered right away. And through some reporting functionality, we're able to see how that not only helps just meetings book, but other website conversions.
And so we've been able to give them that ability to have those. We've seen the effects of that. And I would say that's been our main way that we've been using Adi. You know, there's, of course, sometimes during the day where there's also been, you know, let's say lunch breaks and there's no sales reps during the day. Through different branching, we're able to make sure that Adi is doing very similar things. So it's not only ten PM, but it could be at twelve, someone wants to have that question answered. They get it answered, and then they're able to book a meeting with a sales rep for three o'clock that afternoon.
They have their successful call. We might have a new customer by five. So those are really the top ways that we've been able to incorporate Adi on our website.
Claire Ebben:
It's so cool. It's such a perfect use case to just, yeah, come in and and fill the areas where your team can address, and have her working alongside them. Can you share some of the results of adding this AISGR to fill the gaps for your team during off hours?
Nolan Mikowski:
Yeah. Of course. So the first thing is really just missed chats during those off hours, like we said. So that's why more relevant with those middle of the day one. Someone's going to get a, getting a glass of water, getting a cup of coffee. Again, instead of maybe what we would miss that chat, now Addie is able to get in there. So we have seen those missed chats go down drastically, which is amazing.
In terms of what is then happening when somebody actually engages with Addie, we've seen some really great things. So we've actually used some using GA four with some workflows that we have set up with Qualified.
We're actually able to see whenever somebody engages with Abby. Is it not only that we have a lead created or a meeting booked, but we have some self serve options on our website. And we're able to see, hey. This person had a conversation with Abby.
They may not have booked a meeting, but they actually got the one question they had answered. And then they just signed up for our product in that same session. And we've actually seen that fifty five percent of the visitors that are having a conversation with Adi are taking either a self serve or one of our lead process engagements, which if anyone that works at web conversion knows, fifty five percent is not a number you can typically say. We're usually in the single digits when we're talking about those kind of numbers.
So we couldn't be more pleased with what we're seeing tangibly from Adi. And then finally, something that is maybe a little bit harder to put direct dollars, for some people.
But we've always had a discussion going back to the off hours discussion of, do we need to hire reps to handle, like we said, we're we're in Toronto on eastern time. Do we need reps that are available at eight PM that need to be available at five PM on the West Coast? Do we need to hire extra reps to handle those hours? And so by using Addy, we've been able to eliminate what would normally be that headcount, which is just providing us cost savings to put those dollars into other areas of the business.
Claire Ebben:
Yeah. That's great. It's sort of like, you know, rather than, you know, hiring additional SDRs, which is obviously a big investment, you're able to automate and scale and just add more to what your team is already doing with Qualified, which is amazing. And I also love that, you know, she's nurturing all of these visitors when they're coming to the website during off hours, and you're seeing a huge increase in conversion because they're getting their questions answered.
And, you know, your reps don't have to be there manning chat twenty four seven. So that's great. Thank you so much for being here, Nolan. So excited to see what Adi does next at FreshBooks.
Next, let's chat with a customer using Piper as the frontline of engagement on their site. With us now is Hannah Jordan, director of digital marketing at Demandbase. Welcome, Hannah. Thanks for being here.
Hannah Jordan:
Absolutely. Thank you so much for having me, Claire.
Claire Ebben:
Of course. I'm sure folks here are familiar with the brand, but for those who aren't, can you just share a little bit about Demandbase?
Hannah Jordan:
Yeah. Absolutely. So Demandbase is an account based go to market platform. And so, really, what that means is we know that your accounts are giving off all these digital signals and engagement touch points, but the issue is right now, they're in all these different systems.
You have, you know, your CRMs, your marketing automation platform, maybe an intent solution, website data. And so these are all really rich data points. But if they're not speaking to one another, then it doesn't really help you that much. So Demandbase brings in all of these different touch points, helps make sense of them, ties them back to the account, and really gives sales and marketing teams very insights to kind of go after the best fit accounts with the right messaging.
Claire Ebben:
Awesome.
Perfect. Now Demandbase has been a customer of Qualified for a while. Can you share why you and your team brought on Piper, the AISTR?
Hannah Jordan:
Yeah. Absolutely.
So, I was actually here when we initially onboarded Qualified and had worked super closely with the entire team, and we were just seeing so much good success with the amount of revenue and pipeline that it was bringing in.
I think where the hard part was was as our company grew and kind of we got more website visitors and more questions were being asked, the SDRs were really strapped for Bandwidth. And so then it was really trying to think through, like, okay. How can we still give, you know, website visitors a great user experience, but also give SDR some time back in their day to where they can then go in and actually start to open some opportunities with these accounts? So that's really what led us to explore kind of, like, this AI SDR or AI SDR driven experience for the chat to actually answer those visitor questions. And then we could still have the SDR touch points if it was, like, a really VIP tier one account that was visiting.
Claire Ebben:
I love that. Like, getting more out of the platform to help scale what you were already doing with Qualified, but still have that human touch for the highest priority VIPs.
So you put Piper as the frontline of engagement on your site. Can you tell us about your strategy with Piper today and the use case and how she works alongside your SDR team?
Hannah Jordan:
Yeah. Absolutely. So getting Piper, you know, actually trained up was super easy.
I feel like we did it in under a week.
Really what it did was it read the website, and then I went back and I looked at the previous conversations that had happened from real visitors and looked at what questions they were asking. And so this gave me a good idea of, like, what are the most frequently asked questions. And then I just used those questions then that I asked Piper, the AI, and then could kind of evaluate the answers from there. You know, I created some, like, templates for, like, oh, someone asked about pricing, for example, then we should give them, you know, this direction, or if they ask about a meeting or a trial.
So it was really easy to get her trained up, and then we just kind of, like, cut her out into the wild and, you know, worst case scenario, we'll just see what happens. And, honestly, it was amazing. Like, there were questions when I would go back and review it. Like, someone asked it in another language, and she answered in that language.
And I was like, this is crazy.
So, yeah, it's just been amazing to to free up our SDRs time, and then also the performance. So, basically, the strategy that we're using is that Piper is there if visitors come to the website and they have, you know, questions that they wanna ask about, oh, what is this certain feature of Demandbase do? Now if it's a tier one account, which is our kind of, like, highest priority account, sales just flag them as, like, their big bets, that's where we might actually, like, message the SDR in the back end, automated through qualified builder them that, hey. This is a tier one account. You should probably jump in and give them that, like, human to human interaction.
And so that's where, you know, for the bulk of a lot of our traffic and just, like, quick little questions, like, Piper's gonna handle those. But when it's one of our prime accounts that we're trying to land is on-site, that's when we'll bring in the SDR.
Claire Ebben:
Love that. So, I mean, first of all, it sounds like implementation was smooth, which is huge, getting to sort of, like, feed Piper and honestly train her like you would one of your human SDRs, and making sure that she's being you know, she's delivering accurate responses. And then when you actually turned her on, realizing she can answer questions just as good, if not better, than a human SDR, and so the strategy was, hey. Let's use her as the frontline loop in VIPs and humans when it makes the most sense and just kind of, you know, augment what your team is already doing with chat, which is amazing.
Can you share the impact and results? I'm assuming, like, you know, obviously, this has saved your team a ton of time, but would love to know just within the first few months of using Piper, what what have been some of the results that you've seen?
Hannah Jordan:
Yeah. I mean, the results have been amazing. I think one of the reasons why we implemented it originally, was just, you know, the speed to response. So making sure that as people are visiting the website, like, if an SDR is in a meeting and they maybe can't respond right away, like, not a great user experience.
So, I mean, obviously, the AI can respond right away, so that's huge. And what we've noticed this has actually led to is actually, like, a three x conversion to meetings, not even booked through the web chat, but actually booked on our actual website. So I think people are going. They're asking their questions.
And then once they get that immediate answer, then they're like, okay. I'm ready to actually talk to someone about this. So that's been incredible. So I would say, like, overall, our conversations have gone up.
It's over four hundred percent. Again, it's that speed part because Piper's there to actually, like, respond to these people who are asking their questions versus SDRs before might have been busier.
We've increased the number of leads that then converted to meetings by thirty percent. And even, like, meetings with our tier one target accounts, now that our sales team can be much more prescriptive in how they're talking to them because there's not as much volume, we've increased that by thirty seven percent.
So it's been great results so far. We're very excited to see, like, how it continues to grow for us too because I just feel like, you know, basically, sky's the limit as far as opportunity.
Claire Ebben:
Yeah. That's amazing. And one other question for you is how have your team of SDRs kind of reacted to bringing an AI SDR onto their team? It must be, you know, super cool for them to see Piper jumping in and engaging, but love it from their perspective.
Hannah Jordan:
Oh, they love it. I mean, when it frees up their time to actually kind of, like, go in and then reach out to these people who are engaging with the website and you kind of they're prospecting that way. I think it also too gives them a, you know, a peek behind the curtain where, like, people might not feel comfortable chatting with a person one to one and asking some of the questions just, you know, for fear of, like, oh, gosh. Are they gonna help me afterwards? But now because they can just ask the AI, this is actually giving our reps great insights to them later when that account is ready to engage. We actually have a lot of background information and context that we can bring into those conversations.
So it's saving the reps time. It's giving us way more insights about what these accounts are interested in, and it's getting enough pipeline. So they are all for it.
Claire Ebben:
Awesome. That is so cool. It's super cool to see how Piper has become, like, a demand based SDR on steroids. Thank you, Hannah, so much for being here and for sharing your story with us. Finally, I'm joined now by Sean McCaffrey, director of marketing operations at Cin7. Welcome, Sean.
Sean McCaffrey:
Hi, Claire. Thanks for having me. Excited to be at Piperfest.
Claire Ebben:
Of course. Yes. And you're swagged out in your qualified swag. I love it. Always.
Perfect. So, really, first, just to kick us off, would you give us a quick intro of yourself in Cin7?
Sean McCaffrey:
Yeah. So, again, I'm Sean McCaffrey. I'm director of marketing operations at SYN seven. SYN seven is a comprehensive inventory management software company that helps product sellers anywhere from startups to large scale enterprise streamline their inventory management processes.
We have two solutions, CIN seven Core and CIN seven Omni, and both enable businesses to efficiently manage their operations across multiple sales channels and locations all over the world.
Claire Ebben:
Awesome. Thank you. Now you guys were a net new customer to Qualified just a few months ago.
Can you tell us a little bit about why you hired Piper, what some of the challenges were, before before you came to Qualified?
Sean McCaffrey:
Yeah. So before hiring Piper, our main challenges revolved around improving key pipeline metrics and sales efficiencies with a relatively lean sales team and marketing team.
We needed to enhance our visitor to MQL, MQL to SQL, and SQL to close one conversion rates in order to meet our pipeline and revenue goals for two thousand twenty four and beyond.
Additionally, we were looking for a solution that seamlessly integrated with our existing tech stack of HubSpot and Salesforce, and we wanted to have a team that could provide a robust implementation experience for us given that we're such a lean team.
Other tools out on the market seem to really struggle with these aspects, and we felt that that would cause inefficiencies and a lack of data integrity, all things that Qualified is total opposite of.
Claire Ebben:
That's awesome. Great. So coming to Qualified, you know, shifting your strategy to kind of this, you know, Piper flying solo on your website with this fully automated use case, and you nicknamed your Piper Sam. Can you walk us through your use case with Piper today using Piper without any human involvement on the site?
Sean McCaffrey:
Yeah. So it's interesting. Actually, during the evaluation process of chatbot tools, we weren't even considering the AI aspect. And I think, actually, Piper was announced halfway through our buying process. So it was something that our AE couldn't even talk to us about yet. And at some point during the buying cycle, she brings up Piper, and we were just totally blown away.
So we went from thinking that our SDRs are gonna be the ones manning this chat and just having your typical click through navigation guide to fully integrating an AI SDR solution. So today, Piper is an integral part of our inbound motion. We have named Piper Sam at, Sense seven. Sam can stand for many things, sales and marketing, Sean and marketing, success and money. We have a bunch of different things that we call Sam. But, essentially, we're using Piper's AISDR capabilities to engage with website visitors live in real time twenty four seven across the globe, and it identifies high intent prospects and schedules meetings on our behalf without needing human intervention or the need to fill out those lengthy demo forms.
It's been a process that has significantly improved our lead generation flow, and we're already starting to see an increase in both the quantity and quality of our overall pipeline. And with Piper handling that initial engagement point and answering some pretty complex questions for a complex complex solution that Send seven is, our sales team is able to focus on more value driven conversations with the ultimate goal of driving higher conversion rate across the entire sales funnel.
Claire Ebben:
I love that. It's so cool, like, utilizing AI just to help help both your team scale, but also improve on some of these challenges, you know, you were having before, having that AISDR there to handle all of that inbound, you know, work on the website while your sales reps are freed up to, you know, drive pipeline from other areas.
What are you most excited about with Piper and Sam next?
Sean McCaffrey:
Honestly, just really excited to keep leveraging all the AI offers that Qualified has and and Piper's advanced AI capabilities to continue, further personalizing and scaling our perspective and existing customer interactions on Cin7 dot com. Because not only we're trying to attract net new customers through our inbound motion, we're also moving towards incorporating an upsell motion into our sales funnel. So being able to upsell an existing client live on the site is going to be unmatched compared to the experiences that we've been able to offer to date.
And also the potential, for even deeper integration with our tech stack, things like SalesLoft, Salesforce, HubSpot. It opens up all new possibilities for more targeted and efficient engagement strategies. So just looking forward to continuing to see how we can expand Piper's role. And the new product announcements that are happening today, we're super pumped about.
Claire Ebben:
Awesome. That's great. And now you've only been live with Piper and with Qualified for about a month. So you're early.
Sean McCaffrey:
Yeah.
Claire Ebben:
Are you Four weeks.
Sean McCaffrey:
Four weeks. But you have been seeing some some great results so far. Can you share some of those with us?
Sean McCaffrey:
Yeah. So we're a pretty high traffic site. We get anywhere from a hundred thousand to a hundred and twenty thousand sessions a month, which is obviously the reason that we went with Qualified knowing that we had so much traffic. We needed someone there twenty four seven to be able to actually engage with those visitors. And so far, we've had over a thousand sessions where someone has engaged with Qualified.
Six hundred of those sessions have been conversations directly with Piper or, again, Sam at Sense7.
Hundred and eighty leads have been created. For those who have been offered meetings, we booked eighty one percent of them. Compare that to our demo request form now, only around seventy percent who fill that form out are actually booking time with our AEs. So, again, using Sam and Qualified, we're now booking at an eighty one percent rate.
Forty opportunities have been influenced so far by Qualified, sixteen created directly from conversations with Piper. So the results so far in week four have just been awesome, and we love seeing the engagement. And being able to read the transcripts of the conversations that they're having better helps us to tailor our marketing messaging and train the AI in the back end on how to better handle conversations moving forward. I would say an added bonus as well is that we've been able to see over two hundred conversations with existing customers who are looking for a login or our support portals who would have otherwise been filling out our demo request forms. Sam is able to jump in and help mitigate the demo forms that we're seeing that aren't actual MQLs and get them to where they need to be across our two product login and support portals.
Claire Ebben:
That's huge. Like, helping with deflections so that those aren't seeping from your team wasting their time. But at the same time, you have that always on AISDR on your site that's there to help nurture prospects as well and, you know, get them to ultimately, like, book way more meetings with you.
Sean McCaffrey:
Yeah. One hundred percent.
Claire Ebben:
Awesome. Well, thank you so much, John, for sharing your story with Cin7 and with Piper and Sam. We really appreciate it. Thanks for being here today.
You just heard from leaders at FreshBooks, Demandbase, and Cin7 talk about how they're using Piper to fill coverage gaps, work as the frontline of engagement, and fly solo on their websites to generate more pipeline and scale the work of their SDR teams. Thanks for joining us, and enjoy the rest of Piperfest.
Join us as we unveil Piper Email, a brand new capability of Piper the AI SDR that fuels a fully autonomous inbound pipeline generation motion. You'll catch a visionary keynote from our Founder and CEO, plus an in-depth product demonstration, and customer reactions.
The market is about to be inundated with AI sales agents of all acronyms. Learn the differences between inbound AI SDRs and outbound AI BDRs and how they fit into your unique go to market structure.
The AI Era isn’t coming, it’s here. Look back at the industry revolutions that have brought us here, and discover why tomorrow is too late for marketers to develop an AI strategy.
Stay up to date with weekly drops of fresh B2B marketing and sales content.
Hear 3 key strategies for how Qualified customers are leveraging Piper to scale their SDR teams, fill in coverage gaps, and even fully automate their inbound pipeline generation strategies.
On this Piperfest panel: Claire Ebben talks with Nolan Mikowski, Hannah Jordan, and Sean McCaffrey about three simple ways teams use Piper to capture more pipeline: after-hours coverage, front-line triage, and fully automated booking.
Key Takeaways
TRANSCRIPTION
Claire Ebben:
Hi, everyone. Welcome to Piperfest. I'm Claire Ebben, director of product marketing here at Qualified.
If you're joining us today, chances are you're excited about the prospect of hiring an AISDR like Piper onto your team, but you might be wondering, where do I start? In this session, we wanted to talk about how to integrate Piper into your team and have you hear from three customers who are leveraging Piper today.
There are three main strategies we see customers using Piper to help augment and scale their inbound pipeline motion today. If you have an existing team of SDRs that have been successful with live chat, but they're missing important chats during off hours, or you have such high volume web traffic that it's hard for your human SDRs to prioritize, Piper can help fill the gaps. She joins the team and can be inserted to drive additional pipeline alongside SDRs.
The second is with Piper working as the front line for engagement on the for SDRs on the website. She reaches out on behalf of human SDRs, hands off target accounts, and deals with lower priority segments, looping in human SDRs for only the highest priority engagements.
Finally, Piper can fly solo, fully automating the work of an SDR or an entire SDR team. This is where she's working twenty four seven around the clock with no humans involved.
Let's chat with three customers who've hired Piper for each strategy. Joining us first is Nolan Mikowski, demand gen lead at FreshBooks. Welcome, Nolan. Thanks for being here.
Nolan Mikowski:
Hi. Thanks, Claire. Excited to be here and excited to talk about Addy.
Claire Ebben:
Awesome. Great. So, first, before we start, can you just give us some background on FreshBooks?
Nolan Mikowski:
Sure. So FreshBooks is a, invoice and accounting solution designed to make the hard part easy.
So we're we're a software that is made for small business owners so they can focus on their day to day tasks during what they love, and we can handle the heavy lifting of invoicing, accounting, payments, payroll, all of those accounting things, that they don't wanna spend as much time on, so that they can focus on growing their business.
Claire Ebben:
Awesome.
Perfect. So let's go back. You were one of the first Piper customers.
And we wanna talk about why you hired Piper. Your team nicknamed her Addie, but tell us a little bit about FreshBooks and and using Qualified at that time.
Nolan Mikowski:
Yeah. So as you said, when we started with Qualified, you know, we couldn't have been more pleased with what Qualified had done for us in terms of, chats that our reps were able to have with people. We saw that the quickness and the speed that we were able to help visitors for a website, is just something that we had never seen before.
But, you know, an area that we saw pretty quickly that we had to address was that, was what we were able to do were more so what we weren't able to do off hours. And so while we had that strength of everything that was happening, you know, if you have a question at one pm about our software, someone can jump in and help you. That was amazing. But then when it was off hours, you know, small business owners especially, their their days are nine to fives. They might have to be doing something like looking for accounting software at ten PM. And we weren't able to help them the same way we could in the middle of the day.
And that was one thing that we have had to kind of think about what are we doing and is more so of an area where Adi has now really been helpful for us. Awesome.
Claire Ebben:
Yeah. So successful live chat program with Qualified, but, you know, your reps only work during business hours, of course, and but people are coming to your website twenty four seven. And so Piper really came in to help fill that coverage gap of after hours, and that was sort of your strategy.
Love that she can kind of augment what your SDR team is already doing with Qualified.
Can you tell us a little bit about how Adi, works on FreshBooks' site today?
Nolan Mikowski:
Yeah. So the first thing that we really did is we're kinda spoke to right there, which is during off hours, the options that people really had were to read content that we pushed to them or book a meeting for the next day. And so that was an experience that we wanted to address right off the bat. So what we have now is that people have the still have the ability to book a meeting. Of course, we'll have a meet with our sales reps if someone is that far down the funnel.
But we've given them the opportunity to talk with Adi, our AISDR, and still have those questions be answered right away. And through some reporting functionality, we're able to see how that not only helps just meetings book, but other website conversions.
And so we've been able to give them that ability to have those. We've seen the effects of that. And I would say that's been our main way that we've been using Adi. You know, there's, of course, sometimes during the day where there's also been, you know, let's say lunch breaks and there's no sales reps during the day. Through different branching, we're able to make sure that Adi is doing very similar things. So it's not only ten PM, but it could be at twelve, someone wants to have that question answered. They get it answered, and then they're able to book a meeting with a sales rep for three o'clock that afternoon.
They have their successful call. We might have a new customer by five. So those are really the top ways that we've been able to incorporate Adi on our website.
Claire Ebben:
It's so cool. It's such a perfect use case to just, yeah, come in and and fill the areas where your team can address, and have her working alongside them. Can you share some of the results of adding this AISGR to fill the gaps for your team during off hours?
Nolan Mikowski:
Yeah. Of course. So the first thing is really just missed chats during those off hours, like we said. So that's why more relevant with those middle of the day one. Someone's going to get a, getting a glass of water, getting a cup of coffee. Again, instead of maybe what we would miss that chat, now Addie is able to get in there. So we have seen those missed chats go down drastically, which is amazing.
In terms of what is then happening when somebody actually engages with Addie, we've seen some really great things. So we've actually used some using GA four with some workflows that we have set up with Qualified.
We're actually able to see whenever somebody engages with Abby. Is it not only that we have a lead created or a meeting booked, but we have some self serve options on our website. And we're able to see, hey. This person had a conversation with Abby.
They may not have booked a meeting, but they actually got the one question they had answered. And then they just signed up for our product in that same session. And we've actually seen that fifty five percent of the visitors that are having a conversation with Adi are taking either a self serve or one of our lead process engagements, which if anyone that works at web conversion knows, fifty five percent is not a number you can typically say. We're usually in the single digits when we're talking about those kind of numbers.
So we couldn't be more pleased with what we're seeing tangibly from Adi. And then finally, something that is maybe a little bit harder to put direct dollars, for some people.
But we've always had a discussion going back to the off hours discussion of, do we need to hire reps to handle, like we said, we're we're in Toronto on eastern time. Do we need reps that are available at eight PM that need to be available at five PM on the West Coast? Do we need to hire extra reps to handle those hours? And so by using Addy, we've been able to eliminate what would normally be that headcount, which is just providing us cost savings to put those dollars into other areas of the business.
Claire Ebben:
Yeah. That's great. It's sort of like, you know, rather than, you know, hiring additional SDRs, which is obviously a big investment, you're able to automate and scale and just add more to what your team is already doing with Qualified, which is amazing. And I also love that, you know, she's nurturing all of these visitors when they're coming to the website during off hours, and you're seeing a huge increase in conversion because they're getting their questions answered.
And, you know, your reps don't have to be there manning chat twenty four seven. So that's great. Thank you so much for being here, Nolan. So excited to see what Adi does next at FreshBooks.
Next, let's chat with a customer using Piper as the frontline of engagement on their site. With us now is Hannah Jordan, director of digital marketing at Demandbase. Welcome, Hannah. Thanks for being here.
Hannah Jordan:
Absolutely. Thank you so much for having me, Claire.
Claire Ebben:
Of course. I'm sure folks here are familiar with the brand, but for those who aren't, can you just share a little bit about Demandbase?
Hannah Jordan:
Yeah. Absolutely. So Demandbase is an account based go to market platform. And so, really, what that means is we know that your accounts are giving off all these digital signals and engagement touch points, but the issue is right now, they're in all these different systems.
You have, you know, your CRMs, your marketing automation platform, maybe an intent solution, website data. And so these are all really rich data points. But if they're not speaking to one another, then it doesn't really help you that much. So Demandbase brings in all of these different touch points, helps make sense of them, ties them back to the account, and really gives sales and marketing teams very insights to kind of go after the best fit accounts with the right messaging.
Claire Ebben:
Awesome.
Perfect. Now Demandbase has been a customer of Qualified for a while. Can you share why you and your team brought on Piper, the AISTR?
Hannah Jordan:
Yeah. Absolutely.
So, I was actually here when we initially onboarded Qualified and had worked super closely with the entire team, and we were just seeing so much good success with the amount of revenue and pipeline that it was bringing in.
I think where the hard part was was as our company grew and kind of we got more website visitors and more questions were being asked, the SDRs were really strapped for Bandwidth. And so then it was really trying to think through, like, okay. How can we still give, you know, website visitors a great user experience, but also give SDR some time back in their day to where they can then go in and actually start to open some opportunities with these accounts? So that's really what led us to explore kind of, like, this AI SDR or AI SDR driven experience for the chat to actually answer those visitor questions. And then we could still have the SDR touch points if it was, like, a really VIP tier one account that was visiting.
Claire Ebben:
I love that. Like, getting more out of the platform to help scale what you were already doing with Qualified, but still have that human touch for the highest priority VIPs.
So you put Piper as the frontline of engagement on your site. Can you tell us about your strategy with Piper today and the use case and how she works alongside your SDR team?
Hannah Jordan:
Yeah. Absolutely. So getting Piper, you know, actually trained up was super easy.
I feel like we did it in under a week.
Really what it did was it read the website, and then I went back and I looked at the previous conversations that had happened from real visitors and looked at what questions they were asking. And so this gave me a good idea of, like, what are the most frequently asked questions. And then I just used those questions then that I asked Piper, the AI, and then could kind of evaluate the answers from there. You know, I created some, like, templates for, like, oh, someone asked about pricing, for example, then we should give them, you know, this direction, or if they ask about a meeting or a trial.
So it was really easy to get her trained up, and then we just kind of, like, cut her out into the wild and, you know, worst case scenario, we'll just see what happens. And, honestly, it was amazing. Like, there were questions when I would go back and review it. Like, someone asked it in another language, and she answered in that language.
And I was like, this is crazy.
So, yeah, it's just been amazing to to free up our SDRs time, and then also the performance. So, basically, the strategy that we're using is that Piper is there if visitors come to the website and they have, you know, questions that they wanna ask about, oh, what is this certain feature of Demandbase do? Now if it's a tier one account, which is our kind of, like, highest priority account, sales just flag them as, like, their big bets, that's where we might actually, like, message the SDR in the back end, automated through qualified builder them that, hey. This is a tier one account. You should probably jump in and give them that, like, human to human interaction.
And so that's where, you know, for the bulk of a lot of our traffic and just, like, quick little questions, like, Piper's gonna handle those. But when it's one of our prime accounts that we're trying to land is on-site, that's when we'll bring in the SDR.
Claire Ebben:
Love that. So, I mean, first of all, it sounds like implementation was smooth, which is huge, getting to sort of, like, feed Piper and honestly train her like you would one of your human SDRs, and making sure that she's being you know, she's delivering accurate responses. And then when you actually turned her on, realizing she can answer questions just as good, if not better, than a human SDR, and so the strategy was, hey. Let's use her as the frontline loop in VIPs and humans when it makes the most sense and just kind of, you know, augment what your team is already doing with chat, which is amazing.
Can you share the impact and results? I'm assuming, like, you know, obviously, this has saved your team a ton of time, but would love to know just within the first few months of using Piper, what what have been some of the results that you've seen?
Hannah Jordan:
Yeah. I mean, the results have been amazing. I think one of the reasons why we implemented it originally, was just, you know, the speed to response. So making sure that as people are visiting the website, like, if an SDR is in a meeting and they maybe can't respond right away, like, not a great user experience.
So, I mean, obviously, the AI can respond right away, so that's huge. And what we've noticed this has actually led to is actually, like, a three x conversion to meetings, not even booked through the web chat, but actually booked on our actual website. So I think people are going. They're asking their questions.
And then once they get that immediate answer, then they're like, okay. I'm ready to actually talk to someone about this. So that's been incredible. So I would say, like, overall, our conversations have gone up.
It's over four hundred percent. Again, it's that speed part because Piper's there to actually, like, respond to these people who are asking their questions versus SDRs before might have been busier.
We've increased the number of leads that then converted to meetings by thirty percent. And even, like, meetings with our tier one target accounts, now that our sales team can be much more prescriptive in how they're talking to them because there's not as much volume, we've increased that by thirty seven percent.
So it's been great results so far. We're very excited to see, like, how it continues to grow for us too because I just feel like, you know, basically, sky's the limit as far as opportunity.
Claire Ebben:
Yeah. That's amazing. And one other question for you is how have your team of SDRs kind of reacted to bringing an AI SDR onto their team? It must be, you know, super cool for them to see Piper jumping in and engaging, but love it from their perspective.
Hannah Jordan:
Oh, they love it. I mean, when it frees up their time to actually kind of, like, go in and then reach out to these people who are engaging with the website and you kind of they're prospecting that way. I think it also too gives them a, you know, a peek behind the curtain where, like, people might not feel comfortable chatting with a person one to one and asking some of the questions just, you know, for fear of, like, oh, gosh. Are they gonna help me afterwards? But now because they can just ask the AI, this is actually giving our reps great insights to them later when that account is ready to engage. We actually have a lot of background information and context that we can bring into those conversations.
So it's saving the reps time. It's giving us way more insights about what these accounts are interested in, and it's getting enough pipeline. So they are all for it.
Claire Ebben:
Awesome. That is so cool. It's super cool to see how Piper has become, like, a demand based SDR on steroids. Thank you, Hannah, so much for being here and for sharing your story with us. Finally, I'm joined now by Sean McCaffrey, director of marketing operations at Cin7. Welcome, Sean.
Sean McCaffrey:
Hi, Claire. Thanks for having me. Excited to be at Piperfest.
Claire Ebben:
Of course. Yes. And you're swagged out in your qualified swag. I love it. Always.
Perfect. So, really, first, just to kick us off, would you give us a quick intro of yourself in Cin7?
Sean McCaffrey:
Yeah. So, again, I'm Sean McCaffrey. I'm director of marketing operations at SYN seven. SYN seven is a comprehensive inventory management software company that helps product sellers anywhere from startups to large scale enterprise streamline their inventory management processes.
We have two solutions, CIN seven Core and CIN seven Omni, and both enable businesses to efficiently manage their operations across multiple sales channels and locations all over the world.
Claire Ebben:
Awesome. Thank you. Now you guys were a net new customer to Qualified just a few months ago.
Can you tell us a little bit about why you hired Piper, what some of the challenges were, before before you came to Qualified?
Sean McCaffrey:
Yeah. So before hiring Piper, our main challenges revolved around improving key pipeline metrics and sales efficiencies with a relatively lean sales team and marketing team.
We needed to enhance our visitor to MQL, MQL to SQL, and SQL to close one conversion rates in order to meet our pipeline and revenue goals for two thousand twenty four and beyond.
Additionally, we were looking for a solution that seamlessly integrated with our existing tech stack of HubSpot and Salesforce, and we wanted to have a team that could provide a robust implementation experience for us given that we're such a lean team.
Other tools out on the market seem to really struggle with these aspects, and we felt that that would cause inefficiencies and a lack of data integrity, all things that Qualified is total opposite of.
Claire Ebben:
That's awesome. Great. So coming to Qualified, you know, shifting your strategy to kind of this, you know, Piper flying solo on your website with this fully automated use case, and you nicknamed your Piper Sam. Can you walk us through your use case with Piper today using Piper without any human involvement on the site?
Sean McCaffrey:
Yeah. So it's interesting. Actually, during the evaluation process of chatbot tools, we weren't even considering the AI aspect. And I think, actually, Piper was announced halfway through our buying process. So it was something that our AE couldn't even talk to us about yet. And at some point during the buying cycle, she brings up Piper, and we were just totally blown away.
So we went from thinking that our SDRs are gonna be the ones manning this chat and just having your typical click through navigation guide to fully integrating an AI SDR solution. So today, Piper is an integral part of our inbound motion. We have named Piper Sam at, Sense seven. Sam can stand for many things, sales and marketing, Sean and marketing, success and money. We have a bunch of different things that we call Sam. But, essentially, we're using Piper's AISDR capabilities to engage with website visitors live in real time twenty four seven across the globe, and it identifies high intent prospects and schedules meetings on our behalf without needing human intervention or the need to fill out those lengthy demo forms.
It's been a process that has significantly improved our lead generation flow, and we're already starting to see an increase in both the quantity and quality of our overall pipeline. And with Piper handling that initial engagement point and answering some pretty complex questions for a complex complex solution that Send seven is, our sales team is able to focus on more value driven conversations with the ultimate goal of driving higher conversion rate across the entire sales funnel.
Claire Ebben:
I love that. It's so cool, like, utilizing AI just to help help both your team scale, but also improve on some of these challenges, you know, you were having before, having that AISDR there to handle all of that inbound, you know, work on the website while your sales reps are freed up to, you know, drive pipeline from other areas.
What are you most excited about with Piper and Sam next?
Sean McCaffrey:
Honestly, just really excited to keep leveraging all the AI offers that Qualified has and and Piper's advanced AI capabilities to continue, further personalizing and scaling our perspective and existing customer interactions on Cin7 dot com. Because not only we're trying to attract net new customers through our inbound motion, we're also moving towards incorporating an upsell motion into our sales funnel. So being able to upsell an existing client live on the site is going to be unmatched compared to the experiences that we've been able to offer to date.
And also the potential, for even deeper integration with our tech stack, things like SalesLoft, Salesforce, HubSpot. It opens up all new possibilities for more targeted and efficient engagement strategies. So just looking forward to continuing to see how we can expand Piper's role. And the new product announcements that are happening today, we're super pumped about.
Claire Ebben:
Awesome. That's great. And now you've only been live with Piper and with Qualified for about a month. So you're early.
Sean McCaffrey:
Yeah.
Claire Ebben:
Are you Four weeks.
Sean McCaffrey:
Four weeks. But you have been seeing some some great results so far. Can you share some of those with us?
Sean McCaffrey:
Yeah. So we're a pretty high traffic site. We get anywhere from a hundred thousand to a hundred and twenty thousand sessions a month, which is obviously the reason that we went with Qualified knowing that we had so much traffic. We needed someone there twenty four seven to be able to actually engage with those visitors. And so far, we've had over a thousand sessions where someone has engaged with Qualified.
Six hundred of those sessions have been conversations directly with Piper or, again, Sam at Sense7.
Hundred and eighty leads have been created. For those who have been offered meetings, we booked eighty one percent of them. Compare that to our demo request form now, only around seventy percent who fill that form out are actually booking time with our AEs. So, again, using Sam and Qualified, we're now booking at an eighty one percent rate.
Forty opportunities have been influenced so far by Qualified, sixteen created directly from conversations with Piper. So the results so far in week four have just been awesome, and we love seeing the engagement. And being able to read the transcripts of the conversations that they're having better helps us to tailor our marketing messaging and train the AI in the back end on how to better handle conversations moving forward. I would say an added bonus as well is that we've been able to see over two hundred conversations with existing customers who are looking for a login or our support portals who would have otherwise been filling out our demo request forms. Sam is able to jump in and help mitigate the demo forms that we're seeing that aren't actual MQLs and get them to where they need to be across our two product login and support portals.
Claire Ebben:
That's huge. Like, helping with deflections so that those aren't seeping from your team wasting their time. But at the same time, you have that always on AISDR on your site that's there to help nurture prospects as well and, you know, get them to ultimately, like, book way more meetings with you.
Sean McCaffrey:
Yeah. One hundred percent.
Claire Ebben:
Awesome. Well, thank you so much, John, for sharing your story with Cin7 and with Piper and Sam. We really appreciate it. Thanks for being here today.
You just heard from leaders at FreshBooks, Demandbase, and Cin7 talk about how they're using Piper to fill coverage gaps, work as the frontline of engagement, and fly solo on their websites to generate more pipeline and scale the work of their SDR teams. Thanks for joining us, and enjoy the rest of Piperfest.
Stay up to date with weekly drops of fresh B2B marketing and sales content.
Hear 3 key strategies for how Qualified customers are leveraging Piper to scale their SDR teams, fill in coverage gaps, and even fully automate their inbound pipeline generation strategies.
On this Piperfest panel: Claire Ebben talks with Nolan Mikowski, Hannah Jordan, and Sean McCaffrey about three simple ways teams use Piper to capture more pipeline: after-hours coverage, front-line triage, and fully automated booking.
Key Takeaways
TRANSCRIPTION
Claire Ebben:
Hi, everyone. Welcome to Piperfest. I'm Claire Ebben, director of product marketing here at Qualified.
If you're joining us today, chances are you're excited about the prospect of hiring an AISDR like Piper onto your team, but you might be wondering, where do I start? In this session, we wanted to talk about how to integrate Piper into your team and have you hear from three customers who are leveraging Piper today.
There are three main strategies we see customers using Piper to help augment and scale their inbound pipeline motion today. If you have an existing team of SDRs that have been successful with live chat, but they're missing important chats during off hours, or you have such high volume web traffic that it's hard for your human SDRs to prioritize, Piper can help fill the gaps. She joins the team and can be inserted to drive additional pipeline alongside SDRs.
The second is with Piper working as the front line for engagement on the for SDRs on the website. She reaches out on behalf of human SDRs, hands off target accounts, and deals with lower priority segments, looping in human SDRs for only the highest priority engagements.
Finally, Piper can fly solo, fully automating the work of an SDR or an entire SDR team. This is where she's working twenty four seven around the clock with no humans involved.
Let's chat with three customers who've hired Piper for each strategy. Joining us first is Nolan Mikowski, demand gen lead at FreshBooks. Welcome, Nolan. Thanks for being here.
Nolan Mikowski:
Hi. Thanks, Claire. Excited to be here and excited to talk about Addy.
Claire Ebben:
Awesome. Great. So, first, before we start, can you just give us some background on FreshBooks?
Nolan Mikowski:
Sure. So FreshBooks is a, invoice and accounting solution designed to make the hard part easy.
So we're we're a software that is made for small business owners so they can focus on their day to day tasks during what they love, and we can handle the heavy lifting of invoicing, accounting, payments, payroll, all of those accounting things, that they don't wanna spend as much time on, so that they can focus on growing their business.
Claire Ebben:
Awesome.
Perfect. So let's go back. You were one of the first Piper customers.
And we wanna talk about why you hired Piper. Your team nicknamed her Addie, but tell us a little bit about FreshBooks and and using Qualified at that time.
Nolan Mikowski:
Yeah. So as you said, when we started with Qualified, you know, we couldn't have been more pleased with what Qualified had done for us in terms of, chats that our reps were able to have with people. We saw that the quickness and the speed that we were able to help visitors for a website, is just something that we had never seen before.
But, you know, an area that we saw pretty quickly that we had to address was that, was what we were able to do were more so what we weren't able to do off hours. And so while we had that strength of everything that was happening, you know, if you have a question at one pm about our software, someone can jump in and help you. That was amazing. But then when it was off hours, you know, small business owners especially, their their days are nine to fives. They might have to be doing something like looking for accounting software at ten PM. And we weren't able to help them the same way we could in the middle of the day.
And that was one thing that we have had to kind of think about what are we doing and is more so of an area where Adi has now really been helpful for us. Awesome.
Claire Ebben:
Yeah. So successful live chat program with Qualified, but, you know, your reps only work during business hours, of course, and but people are coming to your website twenty four seven. And so Piper really came in to help fill that coverage gap of after hours, and that was sort of your strategy.
Love that she can kind of augment what your SDR team is already doing with Qualified.
Can you tell us a little bit about how Adi, works on FreshBooks' site today?
Nolan Mikowski:
Yeah. So the first thing that we really did is we're kinda spoke to right there, which is during off hours, the options that people really had were to read content that we pushed to them or book a meeting for the next day. And so that was an experience that we wanted to address right off the bat. So what we have now is that people have the still have the ability to book a meeting. Of course, we'll have a meet with our sales reps if someone is that far down the funnel.
But we've given them the opportunity to talk with Adi, our AISDR, and still have those questions be answered right away. And through some reporting functionality, we're able to see how that not only helps just meetings book, but other website conversions.
And so we've been able to give them that ability to have those. We've seen the effects of that. And I would say that's been our main way that we've been using Adi. You know, there's, of course, sometimes during the day where there's also been, you know, let's say lunch breaks and there's no sales reps during the day. Through different branching, we're able to make sure that Adi is doing very similar things. So it's not only ten PM, but it could be at twelve, someone wants to have that question answered. They get it answered, and then they're able to book a meeting with a sales rep for three o'clock that afternoon.
They have their successful call. We might have a new customer by five. So those are really the top ways that we've been able to incorporate Adi on our website.
Claire Ebben:
It's so cool. It's such a perfect use case to just, yeah, come in and and fill the areas where your team can address, and have her working alongside them. Can you share some of the results of adding this AISGR to fill the gaps for your team during off hours?
Nolan Mikowski:
Yeah. Of course. So the first thing is really just missed chats during those off hours, like we said. So that's why more relevant with those middle of the day one. Someone's going to get a, getting a glass of water, getting a cup of coffee. Again, instead of maybe what we would miss that chat, now Addie is able to get in there. So we have seen those missed chats go down drastically, which is amazing.
In terms of what is then happening when somebody actually engages with Addie, we've seen some really great things. So we've actually used some using GA four with some workflows that we have set up with Qualified.
We're actually able to see whenever somebody engages with Abby. Is it not only that we have a lead created or a meeting booked, but we have some self serve options on our website. And we're able to see, hey. This person had a conversation with Abby.
They may not have booked a meeting, but they actually got the one question they had answered. And then they just signed up for our product in that same session. And we've actually seen that fifty five percent of the visitors that are having a conversation with Adi are taking either a self serve or one of our lead process engagements, which if anyone that works at web conversion knows, fifty five percent is not a number you can typically say. We're usually in the single digits when we're talking about those kind of numbers.
So we couldn't be more pleased with what we're seeing tangibly from Adi. And then finally, something that is maybe a little bit harder to put direct dollars, for some people.
But we've always had a discussion going back to the off hours discussion of, do we need to hire reps to handle, like we said, we're we're in Toronto on eastern time. Do we need reps that are available at eight PM that need to be available at five PM on the West Coast? Do we need to hire extra reps to handle those hours? And so by using Addy, we've been able to eliminate what would normally be that headcount, which is just providing us cost savings to put those dollars into other areas of the business.
Claire Ebben:
Yeah. That's great. It's sort of like, you know, rather than, you know, hiring additional SDRs, which is obviously a big investment, you're able to automate and scale and just add more to what your team is already doing with Qualified, which is amazing. And I also love that, you know, she's nurturing all of these visitors when they're coming to the website during off hours, and you're seeing a huge increase in conversion because they're getting their questions answered.
And, you know, your reps don't have to be there manning chat twenty four seven. So that's great. Thank you so much for being here, Nolan. So excited to see what Adi does next at FreshBooks.
Next, let's chat with a customer using Piper as the frontline of engagement on their site. With us now is Hannah Jordan, director of digital marketing at Demandbase. Welcome, Hannah. Thanks for being here.
Hannah Jordan:
Absolutely. Thank you so much for having me, Claire.
Claire Ebben:
Of course. I'm sure folks here are familiar with the brand, but for those who aren't, can you just share a little bit about Demandbase?
Hannah Jordan:
Yeah. Absolutely. So Demandbase is an account based go to market platform. And so, really, what that means is we know that your accounts are giving off all these digital signals and engagement touch points, but the issue is right now, they're in all these different systems.
You have, you know, your CRMs, your marketing automation platform, maybe an intent solution, website data. And so these are all really rich data points. But if they're not speaking to one another, then it doesn't really help you that much. So Demandbase brings in all of these different touch points, helps make sense of them, ties them back to the account, and really gives sales and marketing teams very insights to kind of go after the best fit accounts with the right messaging.
Claire Ebben:
Awesome.
Perfect. Now Demandbase has been a customer of Qualified for a while. Can you share why you and your team brought on Piper, the AISTR?
Hannah Jordan:
Yeah. Absolutely.
So, I was actually here when we initially onboarded Qualified and had worked super closely with the entire team, and we were just seeing so much good success with the amount of revenue and pipeline that it was bringing in.
I think where the hard part was was as our company grew and kind of we got more website visitors and more questions were being asked, the SDRs were really strapped for Bandwidth. And so then it was really trying to think through, like, okay. How can we still give, you know, website visitors a great user experience, but also give SDR some time back in their day to where they can then go in and actually start to open some opportunities with these accounts? So that's really what led us to explore kind of, like, this AI SDR or AI SDR driven experience for the chat to actually answer those visitor questions. And then we could still have the SDR touch points if it was, like, a really VIP tier one account that was visiting.
Claire Ebben:
I love that. Like, getting more out of the platform to help scale what you were already doing with Qualified, but still have that human touch for the highest priority VIPs.
So you put Piper as the frontline of engagement on your site. Can you tell us about your strategy with Piper today and the use case and how she works alongside your SDR team?
Hannah Jordan:
Yeah. Absolutely. So getting Piper, you know, actually trained up was super easy.
I feel like we did it in under a week.
Really what it did was it read the website, and then I went back and I looked at the previous conversations that had happened from real visitors and looked at what questions they were asking. And so this gave me a good idea of, like, what are the most frequently asked questions. And then I just used those questions then that I asked Piper, the AI, and then could kind of evaluate the answers from there. You know, I created some, like, templates for, like, oh, someone asked about pricing, for example, then we should give them, you know, this direction, or if they ask about a meeting or a trial.
So it was really easy to get her trained up, and then we just kind of, like, cut her out into the wild and, you know, worst case scenario, we'll just see what happens. And, honestly, it was amazing. Like, there were questions when I would go back and review it. Like, someone asked it in another language, and she answered in that language.
And I was like, this is crazy.
So, yeah, it's just been amazing to to free up our SDRs time, and then also the performance. So, basically, the strategy that we're using is that Piper is there if visitors come to the website and they have, you know, questions that they wanna ask about, oh, what is this certain feature of Demandbase do? Now if it's a tier one account, which is our kind of, like, highest priority account, sales just flag them as, like, their big bets, that's where we might actually, like, message the SDR in the back end, automated through qualified builder them that, hey. This is a tier one account. You should probably jump in and give them that, like, human to human interaction.
And so that's where, you know, for the bulk of a lot of our traffic and just, like, quick little questions, like, Piper's gonna handle those. But when it's one of our prime accounts that we're trying to land is on-site, that's when we'll bring in the SDR.
Claire Ebben:
Love that. So, I mean, first of all, it sounds like implementation was smooth, which is huge, getting to sort of, like, feed Piper and honestly train her like you would one of your human SDRs, and making sure that she's being you know, she's delivering accurate responses. And then when you actually turned her on, realizing she can answer questions just as good, if not better, than a human SDR, and so the strategy was, hey. Let's use her as the frontline loop in VIPs and humans when it makes the most sense and just kind of, you know, augment what your team is already doing with chat, which is amazing.
Can you share the impact and results? I'm assuming, like, you know, obviously, this has saved your team a ton of time, but would love to know just within the first few months of using Piper, what what have been some of the results that you've seen?
Hannah Jordan:
Yeah. I mean, the results have been amazing. I think one of the reasons why we implemented it originally, was just, you know, the speed to response. So making sure that as people are visiting the website, like, if an SDR is in a meeting and they maybe can't respond right away, like, not a great user experience.
So, I mean, obviously, the AI can respond right away, so that's huge. And what we've noticed this has actually led to is actually, like, a three x conversion to meetings, not even booked through the web chat, but actually booked on our actual website. So I think people are going. They're asking their questions.
And then once they get that immediate answer, then they're like, okay. I'm ready to actually talk to someone about this. So that's been incredible. So I would say, like, overall, our conversations have gone up.
It's over four hundred percent. Again, it's that speed part because Piper's there to actually, like, respond to these people who are asking their questions versus SDRs before might have been busier.
We've increased the number of leads that then converted to meetings by thirty percent. And even, like, meetings with our tier one target accounts, now that our sales team can be much more prescriptive in how they're talking to them because there's not as much volume, we've increased that by thirty seven percent.
So it's been great results so far. We're very excited to see, like, how it continues to grow for us too because I just feel like, you know, basically, sky's the limit as far as opportunity.
Claire Ebben:
Yeah. That's amazing. And one other question for you is how have your team of SDRs kind of reacted to bringing an AI SDR onto their team? It must be, you know, super cool for them to see Piper jumping in and engaging, but love it from their perspective.
Hannah Jordan:
Oh, they love it. I mean, when it frees up their time to actually kind of, like, go in and then reach out to these people who are engaging with the website and you kind of they're prospecting that way. I think it also too gives them a, you know, a peek behind the curtain where, like, people might not feel comfortable chatting with a person one to one and asking some of the questions just, you know, for fear of, like, oh, gosh. Are they gonna help me afterwards? But now because they can just ask the AI, this is actually giving our reps great insights to them later when that account is ready to engage. We actually have a lot of background information and context that we can bring into those conversations.
So it's saving the reps time. It's giving us way more insights about what these accounts are interested in, and it's getting enough pipeline. So they are all for it.
Claire Ebben:
Awesome. That is so cool. It's super cool to see how Piper has become, like, a demand based SDR on steroids. Thank you, Hannah, so much for being here and for sharing your story with us. Finally, I'm joined now by Sean McCaffrey, director of marketing operations at Cin7. Welcome, Sean.
Sean McCaffrey:
Hi, Claire. Thanks for having me. Excited to be at Piperfest.
Claire Ebben:
Of course. Yes. And you're swagged out in your qualified swag. I love it. Always.
Perfect. So, really, first, just to kick us off, would you give us a quick intro of yourself in Cin7?
Sean McCaffrey:
Yeah. So, again, I'm Sean McCaffrey. I'm director of marketing operations at SYN seven. SYN seven is a comprehensive inventory management software company that helps product sellers anywhere from startups to large scale enterprise streamline their inventory management processes.
We have two solutions, CIN seven Core and CIN seven Omni, and both enable businesses to efficiently manage their operations across multiple sales channels and locations all over the world.
Claire Ebben:
Awesome. Thank you. Now you guys were a net new customer to Qualified just a few months ago.
Can you tell us a little bit about why you hired Piper, what some of the challenges were, before before you came to Qualified?
Sean McCaffrey:
Yeah. So before hiring Piper, our main challenges revolved around improving key pipeline metrics and sales efficiencies with a relatively lean sales team and marketing team.
We needed to enhance our visitor to MQL, MQL to SQL, and SQL to close one conversion rates in order to meet our pipeline and revenue goals for two thousand twenty four and beyond.
Additionally, we were looking for a solution that seamlessly integrated with our existing tech stack of HubSpot and Salesforce, and we wanted to have a team that could provide a robust implementation experience for us given that we're such a lean team.
Other tools out on the market seem to really struggle with these aspects, and we felt that that would cause inefficiencies and a lack of data integrity, all things that Qualified is total opposite of.
Claire Ebben:
That's awesome. Great. So coming to Qualified, you know, shifting your strategy to kind of this, you know, Piper flying solo on your website with this fully automated use case, and you nicknamed your Piper Sam. Can you walk us through your use case with Piper today using Piper without any human involvement on the site?
Sean McCaffrey:
Yeah. So it's interesting. Actually, during the evaluation process of chatbot tools, we weren't even considering the AI aspect. And I think, actually, Piper was announced halfway through our buying process. So it was something that our AE couldn't even talk to us about yet. And at some point during the buying cycle, she brings up Piper, and we were just totally blown away.
So we went from thinking that our SDRs are gonna be the ones manning this chat and just having your typical click through navigation guide to fully integrating an AI SDR solution. So today, Piper is an integral part of our inbound motion. We have named Piper Sam at, Sense seven. Sam can stand for many things, sales and marketing, Sean and marketing, success and money. We have a bunch of different things that we call Sam. But, essentially, we're using Piper's AISDR capabilities to engage with website visitors live in real time twenty four seven across the globe, and it identifies high intent prospects and schedules meetings on our behalf without needing human intervention or the need to fill out those lengthy demo forms.
It's been a process that has significantly improved our lead generation flow, and we're already starting to see an increase in both the quantity and quality of our overall pipeline. And with Piper handling that initial engagement point and answering some pretty complex questions for a complex complex solution that Send seven is, our sales team is able to focus on more value driven conversations with the ultimate goal of driving higher conversion rate across the entire sales funnel.
Claire Ebben:
I love that. It's so cool, like, utilizing AI just to help help both your team scale, but also improve on some of these challenges, you know, you were having before, having that AISDR there to handle all of that inbound, you know, work on the website while your sales reps are freed up to, you know, drive pipeline from other areas.
What are you most excited about with Piper and Sam next?
Sean McCaffrey:
Honestly, just really excited to keep leveraging all the AI offers that Qualified has and and Piper's advanced AI capabilities to continue, further personalizing and scaling our perspective and existing customer interactions on Cin7 dot com. Because not only we're trying to attract net new customers through our inbound motion, we're also moving towards incorporating an upsell motion into our sales funnel. So being able to upsell an existing client live on the site is going to be unmatched compared to the experiences that we've been able to offer to date.
And also the potential, for even deeper integration with our tech stack, things like SalesLoft, Salesforce, HubSpot. It opens up all new possibilities for more targeted and efficient engagement strategies. So just looking forward to continuing to see how we can expand Piper's role. And the new product announcements that are happening today, we're super pumped about.
Claire Ebben:
Awesome. That's great. And now you've only been live with Piper and with Qualified for about a month. So you're early.
Sean McCaffrey:
Yeah.
Claire Ebben:
Are you Four weeks.
Sean McCaffrey:
Four weeks. But you have been seeing some some great results so far. Can you share some of those with us?
Sean McCaffrey:
Yeah. So we're a pretty high traffic site. We get anywhere from a hundred thousand to a hundred and twenty thousand sessions a month, which is obviously the reason that we went with Qualified knowing that we had so much traffic. We needed someone there twenty four seven to be able to actually engage with those visitors. And so far, we've had over a thousand sessions where someone has engaged with Qualified.
Six hundred of those sessions have been conversations directly with Piper or, again, Sam at Sense7.
Hundred and eighty leads have been created. For those who have been offered meetings, we booked eighty one percent of them. Compare that to our demo request form now, only around seventy percent who fill that form out are actually booking time with our AEs. So, again, using Sam and Qualified, we're now booking at an eighty one percent rate.
Forty opportunities have been influenced so far by Qualified, sixteen created directly from conversations with Piper. So the results so far in week four have just been awesome, and we love seeing the engagement. And being able to read the transcripts of the conversations that they're having better helps us to tailor our marketing messaging and train the AI in the back end on how to better handle conversations moving forward. I would say an added bonus as well is that we've been able to see over two hundred conversations with existing customers who are looking for a login or our support portals who would have otherwise been filling out our demo request forms. Sam is able to jump in and help mitigate the demo forms that we're seeing that aren't actual MQLs and get them to where they need to be across our two product login and support portals.
Claire Ebben:
That's huge. Like, helping with deflections so that those aren't seeping from your team wasting their time. But at the same time, you have that always on AISDR on your site that's there to help nurture prospects as well and, you know, get them to ultimately, like, book way more meetings with you.
Sean McCaffrey:
Yeah. One hundred percent.
Claire Ebben:
Awesome. Well, thank you so much, John, for sharing your story with Cin7 and with Piper and Sam. We really appreciate it. Thanks for being here today.
You just heard from leaders at FreshBooks, Demandbase, and Cin7 talk about how they're using Piper to fill coverage gaps, work as the frontline of engagement, and fly solo on their websites to generate more pipeline and scale the work of their SDR teams. Thanks for joining us, and enjoy the rest of Piperfest.
Stay up to date with weekly drops of fresh B2B marketing and sales content.
Hear 3 key strategies for how Qualified customers are leveraging Piper to scale their SDR teams, fill in coverage gaps, and even fully automate their inbound pipeline generation strategies.
On this Piperfest panel: Claire Ebben talks with Nolan Mikowski, Hannah Jordan, and Sean McCaffrey about three simple ways teams use Piper to capture more pipeline: after-hours coverage, front-line triage, and fully automated booking.
Key Takeaways
TRANSCRIPTION
Claire Ebben:
Hi, everyone. Welcome to Piperfest. I'm Claire Ebben, director of product marketing here at Qualified.
If you're joining us today, chances are you're excited about the prospect of hiring an AISDR like Piper onto your team, but you might be wondering, where do I start? In this session, we wanted to talk about how to integrate Piper into your team and have you hear from three customers who are leveraging Piper today.
There are three main strategies we see customers using Piper to help augment and scale their inbound pipeline motion today. If you have an existing team of SDRs that have been successful with live chat, but they're missing important chats during off hours, or you have such high volume web traffic that it's hard for your human SDRs to prioritize, Piper can help fill the gaps. She joins the team and can be inserted to drive additional pipeline alongside SDRs.
The second is with Piper working as the front line for engagement on the for SDRs on the website. She reaches out on behalf of human SDRs, hands off target accounts, and deals with lower priority segments, looping in human SDRs for only the highest priority engagements.
Finally, Piper can fly solo, fully automating the work of an SDR or an entire SDR team. This is where she's working twenty four seven around the clock with no humans involved.
Let's chat with three customers who've hired Piper for each strategy. Joining us first is Nolan Mikowski, demand gen lead at FreshBooks. Welcome, Nolan. Thanks for being here.
Nolan Mikowski:
Hi. Thanks, Claire. Excited to be here and excited to talk about Addy.
Claire Ebben:
Awesome. Great. So, first, before we start, can you just give us some background on FreshBooks?
Nolan Mikowski:
Sure. So FreshBooks is a, invoice and accounting solution designed to make the hard part easy.
So we're we're a software that is made for small business owners so they can focus on their day to day tasks during what they love, and we can handle the heavy lifting of invoicing, accounting, payments, payroll, all of those accounting things, that they don't wanna spend as much time on, so that they can focus on growing their business.
Claire Ebben:
Awesome.
Perfect. So let's go back. You were one of the first Piper customers.
And we wanna talk about why you hired Piper. Your team nicknamed her Addie, but tell us a little bit about FreshBooks and and using Qualified at that time.
Nolan Mikowski:
Yeah. So as you said, when we started with Qualified, you know, we couldn't have been more pleased with what Qualified had done for us in terms of, chats that our reps were able to have with people. We saw that the quickness and the speed that we were able to help visitors for a website, is just something that we had never seen before.
But, you know, an area that we saw pretty quickly that we had to address was that, was what we were able to do were more so what we weren't able to do off hours. And so while we had that strength of everything that was happening, you know, if you have a question at one pm about our software, someone can jump in and help you. That was amazing. But then when it was off hours, you know, small business owners especially, their their days are nine to fives. They might have to be doing something like looking for accounting software at ten PM. And we weren't able to help them the same way we could in the middle of the day.
And that was one thing that we have had to kind of think about what are we doing and is more so of an area where Adi has now really been helpful for us. Awesome.
Claire Ebben:
Yeah. So successful live chat program with Qualified, but, you know, your reps only work during business hours, of course, and but people are coming to your website twenty four seven. And so Piper really came in to help fill that coverage gap of after hours, and that was sort of your strategy.
Love that she can kind of augment what your SDR team is already doing with Qualified.
Can you tell us a little bit about how Adi, works on FreshBooks' site today?
Nolan Mikowski:
Yeah. So the first thing that we really did is we're kinda spoke to right there, which is during off hours, the options that people really had were to read content that we pushed to them or book a meeting for the next day. And so that was an experience that we wanted to address right off the bat. So what we have now is that people have the still have the ability to book a meeting. Of course, we'll have a meet with our sales reps if someone is that far down the funnel.
But we've given them the opportunity to talk with Adi, our AISDR, and still have those questions be answered right away. And through some reporting functionality, we're able to see how that not only helps just meetings book, but other website conversions.
And so we've been able to give them that ability to have those. We've seen the effects of that. And I would say that's been our main way that we've been using Adi. You know, there's, of course, sometimes during the day where there's also been, you know, let's say lunch breaks and there's no sales reps during the day. Through different branching, we're able to make sure that Adi is doing very similar things. So it's not only ten PM, but it could be at twelve, someone wants to have that question answered. They get it answered, and then they're able to book a meeting with a sales rep for three o'clock that afternoon.
They have their successful call. We might have a new customer by five. So those are really the top ways that we've been able to incorporate Adi on our website.
Claire Ebben:
It's so cool. It's such a perfect use case to just, yeah, come in and and fill the areas where your team can address, and have her working alongside them. Can you share some of the results of adding this AISGR to fill the gaps for your team during off hours?
Nolan Mikowski:
Yeah. Of course. So the first thing is really just missed chats during those off hours, like we said. So that's why more relevant with those middle of the day one. Someone's going to get a, getting a glass of water, getting a cup of coffee. Again, instead of maybe what we would miss that chat, now Addie is able to get in there. So we have seen those missed chats go down drastically, which is amazing.
In terms of what is then happening when somebody actually engages with Addie, we've seen some really great things. So we've actually used some using GA four with some workflows that we have set up with Qualified.
We're actually able to see whenever somebody engages with Abby. Is it not only that we have a lead created or a meeting booked, but we have some self serve options on our website. And we're able to see, hey. This person had a conversation with Abby.
They may not have booked a meeting, but they actually got the one question they had answered. And then they just signed up for our product in that same session. And we've actually seen that fifty five percent of the visitors that are having a conversation with Adi are taking either a self serve or one of our lead process engagements, which if anyone that works at web conversion knows, fifty five percent is not a number you can typically say. We're usually in the single digits when we're talking about those kind of numbers.
So we couldn't be more pleased with what we're seeing tangibly from Adi. And then finally, something that is maybe a little bit harder to put direct dollars, for some people.
But we've always had a discussion going back to the off hours discussion of, do we need to hire reps to handle, like we said, we're we're in Toronto on eastern time. Do we need reps that are available at eight PM that need to be available at five PM on the West Coast? Do we need to hire extra reps to handle those hours? And so by using Addy, we've been able to eliminate what would normally be that headcount, which is just providing us cost savings to put those dollars into other areas of the business.
Claire Ebben:
Yeah. That's great. It's sort of like, you know, rather than, you know, hiring additional SDRs, which is obviously a big investment, you're able to automate and scale and just add more to what your team is already doing with Qualified, which is amazing. And I also love that, you know, she's nurturing all of these visitors when they're coming to the website during off hours, and you're seeing a huge increase in conversion because they're getting their questions answered.
And, you know, your reps don't have to be there manning chat twenty four seven. So that's great. Thank you so much for being here, Nolan. So excited to see what Adi does next at FreshBooks.
Next, let's chat with a customer using Piper as the frontline of engagement on their site. With us now is Hannah Jordan, director of digital marketing at Demandbase. Welcome, Hannah. Thanks for being here.
Hannah Jordan:
Absolutely. Thank you so much for having me, Claire.
Claire Ebben:
Of course. I'm sure folks here are familiar with the brand, but for those who aren't, can you just share a little bit about Demandbase?
Hannah Jordan:
Yeah. Absolutely. So Demandbase is an account based go to market platform. And so, really, what that means is we know that your accounts are giving off all these digital signals and engagement touch points, but the issue is right now, they're in all these different systems.
You have, you know, your CRMs, your marketing automation platform, maybe an intent solution, website data. And so these are all really rich data points. But if they're not speaking to one another, then it doesn't really help you that much. So Demandbase brings in all of these different touch points, helps make sense of them, ties them back to the account, and really gives sales and marketing teams very insights to kind of go after the best fit accounts with the right messaging.
Claire Ebben:
Awesome.
Perfect. Now Demandbase has been a customer of Qualified for a while. Can you share why you and your team brought on Piper, the AISTR?
Hannah Jordan:
Yeah. Absolutely.
So, I was actually here when we initially onboarded Qualified and had worked super closely with the entire team, and we were just seeing so much good success with the amount of revenue and pipeline that it was bringing in.
I think where the hard part was was as our company grew and kind of we got more website visitors and more questions were being asked, the SDRs were really strapped for Bandwidth. And so then it was really trying to think through, like, okay. How can we still give, you know, website visitors a great user experience, but also give SDR some time back in their day to where they can then go in and actually start to open some opportunities with these accounts? So that's really what led us to explore kind of, like, this AI SDR or AI SDR driven experience for the chat to actually answer those visitor questions. And then we could still have the SDR touch points if it was, like, a really VIP tier one account that was visiting.
Claire Ebben:
I love that. Like, getting more out of the platform to help scale what you were already doing with Qualified, but still have that human touch for the highest priority VIPs.
So you put Piper as the frontline of engagement on your site. Can you tell us about your strategy with Piper today and the use case and how she works alongside your SDR team?
Hannah Jordan:
Yeah. Absolutely. So getting Piper, you know, actually trained up was super easy.
I feel like we did it in under a week.
Really what it did was it read the website, and then I went back and I looked at the previous conversations that had happened from real visitors and looked at what questions they were asking. And so this gave me a good idea of, like, what are the most frequently asked questions. And then I just used those questions then that I asked Piper, the AI, and then could kind of evaluate the answers from there. You know, I created some, like, templates for, like, oh, someone asked about pricing, for example, then we should give them, you know, this direction, or if they ask about a meeting or a trial.
So it was really easy to get her trained up, and then we just kind of, like, cut her out into the wild and, you know, worst case scenario, we'll just see what happens. And, honestly, it was amazing. Like, there were questions when I would go back and review it. Like, someone asked it in another language, and she answered in that language.
And I was like, this is crazy.
So, yeah, it's just been amazing to to free up our SDRs time, and then also the performance. So, basically, the strategy that we're using is that Piper is there if visitors come to the website and they have, you know, questions that they wanna ask about, oh, what is this certain feature of Demandbase do? Now if it's a tier one account, which is our kind of, like, highest priority account, sales just flag them as, like, their big bets, that's where we might actually, like, message the SDR in the back end, automated through qualified builder them that, hey. This is a tier one account. You should probably jump in and give them that, like, human to human interaction.
And so that's where, you know, for the bulk of a lot of our traffic and just, like, quick little questions, like, Piper's gonna handle those. But when it's one of our prime accounts that we're trying to land is on-site, that's when we'll bring in the SDR.
Claire Ebben:
Love that. So, I mean, first of all, it sounds like implementation was smooth, which is huge, getting to sort of, like, feed Piper and honestly train her like you would one of your human SDRs, and making sure that she's being you know, she's delivering accurate responses. And then when you actually turned her on, realizing she can answer questions just as good, if not better, than a human SDR, and so the strategy was, hey. Let's use her as the frontline loop in VIPs and humans when it makes the most sense and just kind of, you know, augment what your team is already doing with chat, which is amazing.
Can you share the impact and results? I'm assuming, like, you know, obviously, this has saved your team a ton of time, but would love to know just within the first few months of using Piper, what what have been some of the results that you've seen?
Hannah Jordan:
Yeah. I mean, the results have been amazing. I think one of the reasons why we implemented it originally, was just, you know, the speed to response. So making sure that as people are visiting the website, like, if an SDR is in a meeting and they maybe can't respond right away, like, not a great user experience.
So, I mean, obviously, the AI can respond right away, so that's huge. And what we've noticed this has actually led to is actually, like, a three x conversion to meetings, not even booked through the web chat, but actually booked on our actual website. So I think people are going. They're asking their questions.
And then once they get that immediate answer, then they're like, okay. I'm ready to actually talk to someone about this. So that's been incredible. So I would say, like, overall, our conversations have gone up.
It's over four hundred percent. Again, it's that speed part because Piper's there to actually, like, respond to these people who are asking their questions versus SDRs before might have been busier.
We've increased the number of leads that then converted to meetings by thirty percent. And even, like, meetings with our tier one target accounts, now that our sales team can be much more prescriptive in how they're talking to them because there's not as much volume, we've increased that by thirty seven percent.
So it's been great results so far. We're very excited to see, like, how it continues to grow for us too because I just feel like, you know, basically, sky's the limit as far as opportunity.
Claire Ebben:
Yeah. That's amazing. And one other question for you is how have your team of SDRs kind of reacted to bringing an AI SDR onto their team? It must be, you know, super cool for them to see Piper jumping in and engaging, but love it from their perspective.
Hannah Jordan:
Oh, they love it. I mean, when it frees up their time to actually kind of, like, go in and then reach out to these people who are engaging with the website and you kind of they're prospecting that way. I think it also too gives them a, you know, a peek behind the curtain where, like, people might not feel comfortable chatting with a person one to one and asking some of the questions just, you know, for fear of, like, oh, gosh. Are they gonna help me afterwards? But now because they can just ask the AI, this is actually giving our reps great insights to them later when that account is ready to engage. We actually have a lot of background information and context that we can bring into those conversations.
So it's saving the reps time. It's giving us way more insights about what these accounts are interested in, and it's getting enough pipeline. So they are all for it.
Claire Ebben:
Awesome. That is so cool. It's super cool to see how Piper has become, like, a demand based SDR on steroids. Thank you, Hannah, so much for being here and for sharing your story with us. Finally, I'm joined now by Sean McCaffrey, director of marketing operations at Cin7. Welcome, Sean.
Sean McCaffrey:
Hi, Claire. Thanks for having me. Excited to be at Piperfest.
Claire Ebben:
Of course. Yes. And you're swagged out in your qualified swag. I love it. Always.
Perfect. So, really, first, just to kick us off, would you give us a quick intro of yourself in Cin7?
Sean McCaffrey:
Yeah. So, again, I'm Sean McCaffrey. I'm director of marketing operations at SYN seven. SYN seven is a comprehensive inventory management software company that helps product sellers anywhere from startups to large scale enterprise streamline their inventory management processes.
We have two solutions, CIN seven Core and CIN seven Omni, and both enable businesses to efficiently manage their operations across multiple sales channels and locations all over the world.
Claire Ebben:
Awesome. Thank you. Now you guys were a net new customer to Qualified just a few months ago.
Can you tell us a little bit about why you hired Piper, what some of the challenges were, before before you came to Qualified?
Sean McCaffrey:
Yeah. So before hiring Piper, our main challenges revolved around improving key pipeline metrics and sales efficiencies with a relatively lean sales team and marketing team.
We needed to enhance our visitor to MQL, MQL to SQL, and SQL to close one conversion rates in order to meet our pipeline and revenue goals for two thousand twenty four and beyond.
Additionally, we were looking for a solution that seamlessly integrated with our existing tech stack of HubSpot and Salesforce, and we wanted to have a team that could provide a robust implementation experience for us given that we're such a lean team.
Other tools out on the market seem to really struggle with these aspects, and we felt that that would cause inefficiencies and a lack of data integrity, all things that Qualified is total opposite of.
Claire Ebben:
That's awesome. Great. So coming to Qualified, you know, shifting your strategy to kind of this, you know, Piper flying solo on your website with this fully automated use case, and you nicknamed your Piper Sam. Can you walk us through your use case with Piper today using Piper without any human involvement on the site?
Sean McCaffrey:
Yeah. So it's interesting. Actually, during the evaluation process of chatbot tools, we weren't even considering the AI aspect. And I think, actually, Piper was announced halfway through our buying process. So it was something that our AE couldn't even talk to us about yet. And at some point during the buying cycle, she brings up Piper, and we were just totally blown away.
So we went from thinking that our SDRs are gonna be the ones manning this chat and just having your typical click through navigation guide to fully integrating an AI SDR solution. So today, Piper is an integral part of our inbound motion. We have named Piper Sam at, Sense seven. Sam can stand for many things, sales and marketing, Sean and marketing, success and money. We have a bunch of different things that we call Sam. But, essentially, we're using Piper's AISDR capabilities to engage with website visitors live in real time twenty four seven across the globe, and it identifies high intent prospects and schedules meetings on our behalf without needing human intervention or the need to fill out those lengthy demo forms.
It's been a process that has significantly improved our lead generation flow, and we're already starting to see an increase in both the quantity and quality of our overall pipeline. And with Piper handling that initial engagement point and answering some pretty complex questions for a complex complex solution that Send seven is, our sales team is able to focus on more value driven conversations with the ultimate goal of driving higher conversion rate across the entire sales funnel.
Claire Ebben:
I love that. It's so cool, like, utilizing AI just to help help both your team scale, but also improve on some of these challenges, you know, you were having before, having that AISDR there to handle all of that inbound, you know, work on the website while your sales reps are freed up to, you know, drive pipeline from other areas.
What are you most excited about with Piper and Sam next?
Sean McCaffrey:
Honestly, just really excited to keep leveraging all the AI offers that Qualified has and and Piper's advanced AI capabilities to continue, further personalizing and scaling our perspective and existing customer interactions on Cin7 dot com. Because not only we're trying to attract net new customers through our inbound motion, we're also moving towards incorporating an upsell motion into our sales funnel. So being able to upsell an existing client live on the site is going to be unmatched compared to the experiences that we've been able to offer to date.
And also the potential, for even deeper integration with our tech stack, things like SalesLoft, Salesforce, HubSpot. It opens up all new possibilities for more targeted and efficient engagement strategies. So just looking forward to continuing to see how we can expand Piper's role. And the new product announcements that are happening today, we're super pumped about.
Claire Ebben:
Awesome. That's great. And now you've only been live with Piper and with Qualified for about a month. So you're early.
Sean McCaffrey:
Yeah.
Claire Ebben:
Are you Four weeks.
Sean McCaffrey:
Four weeks. But you have been seeing some some great results so far. Can you share some of those with us?
Sean McCaffrey:
Yeah. So we're a pretty high traffic site. We get anywhere from a hundred thousand to a hundred and twenty thousand sessions a month, which is obviously the reason that we went with Qualified knowing that we had so much traffic. We needed someone there twenty four seven to be able to actually engage with those visitors. And so far, we've had over a thousand sessions where someone has engaged with Qualified.
Six hundred of those sessions have been conversations directly with Piper or, again, Sam at Sense7.
Hundred and eighty leads have been created. For those who have been offered meetings, we booked eighty one percent of them. Compare that to our demo request form now, only around seventy percent who fill that form out are actually booking time with our AEs. So, again, using Sam and Qualified, we're now booking at an eighty one percent rate.
Forty opportunities have been influenced so far by Qualified, sixteen created directly from conversations with Piper. So the results so far in week four have just been awesome, and we love seeing the engagement. And being able to read the transcripts of the conversations that they're having better helps us to tailor our marketing messaging and train the AI in the back end on how to better handle conversations moving forward. I would say an added bonus as well is that we've been able to see over two hundred conversations with existing customers who are looking for a login or our support portals who would have otherwise been filling out our demo request forms. Sam is able to jump in and help mitigate the demo forms that we're seeing that aren't actual MQLs and get them to where they need to be across our two product login and support portals.
Claire Ebben:
That's huge. Like, helping with deflections so that those aren't seeping from your team wasting their time. But at the same time, you have that always on AISDR on your site that's there to help nurture prospects as well and, you know, get them to ultimately, like, book way more meetings with you.
Sean McCaffrey:
Yeah. One hundred percent.
Claire Ebben:
Awesome. Well, thank you so much, John, for sharing your story with Cin7 and with Piper and Sam. We really appreciate it. Thanks for being here today.
You just heard from leaders at FreshBooks, Demandbase, and Cin7 talk about how they're using Piper to fill coverage gaps, work as the frontline of engagement, and fly solo on their websites to generate more pipeline and scale the work of their SDR teams. Thanks for joining us, and enjoy the rest of Piperfest.
Discover how we can help you convert more prospects into pipeline–right from your website.
.svg)
