Overview
Qualified AI is the fuel that turbocharges our entire Qualified Platform and each of our products. Our vision is to help companies power their websites with AI, and deliver hyper-personalized experiences at every touchpoint to grow pipeline. This article will walk through how AI has come to life in our flagship product, Conversations. AI Pounce (Auto Pounce) can help your reps be more efficient by Qualified pouncing on behalf of your reps and bringing them in at the right moment when the visitor is ready to chat.
How it Works
Auto Pounce uses eye-catching greetings to automatically proactively engage with visitors while your reps tend to other VIP visitors or doing other work. Auto Pounce will start the conversations with a visitor for the initial pounce and secondary nudge message, and once a visitor responds, the rep will be alerted to continue the conversation.
General Settings
Auto Pounces should align to your brand and sales team, so a number of configurations are available to you. Specify your company name, tone, and contents you would like the Auto Pounce to use.
To test out variations, use the example first message simulator to determine which combination of tone and contents work best for you.
Timing
The Auto Pounce will trigger based on the timing set here. Once the visitor arrives on site, the count down will begin. To ensure the visitor has seen the messenger long enough, auto pounce will detect how long the chat greeting has been displayed and fire the auto pounce no sooner than 5 seconds after the messenger is shown.
In order for an Auto Pounce to send, the visitor must still be active on site, in a Live Stream that has Auto Pounce turned on, and not apart of any exclusions (see next section).
Exclusions
You may not want auto pounce to send for all visitors, or repeat visitors. The exclusion section allows you to specify when not to send. By default, both of these settings are turned off.
If a specific segment is included in the exclusions, the auto pounce will not fire for that segment, regardless of the live stream the visitor is in.
Auto Pounce Response Time Limit
It's important to make sure your visitor has a great experience, and that requires a rep to always continue the conversation when they receive an auto pounce response.
In some cases, reps may have stepped away from their desk and forgot to mark themselves offline - it happens to the best of us!
To avoid leaving visitors hanging, if a rep fails to respond within the set time frame, the following will occur:
- The rep who missed the conversation will be marked as disabled for auto pounce. They will have to turn themselves back to enabled again if they wish for auto pounces to be sent.
- The visitor will receive the message as defined in the settings. You can customize this message to what fits your team! For example, offer a meeting link, point them to a support page, or apologize and say the team will be in touch.
Enable Auto Pounce per Stream
Auto pounce is triggered based on stream. Toggle on the streams you want Auto Pounce to be sent from, instead of your reps. This can be controlled in the Auto Pounce settings or in the Live Stream setup view.
Auto Pounce Analytics
Qualified reports and dashboards provide helpful insights into the effectiveness of auto pounce. Admins can review metrics such as auto pounce attempts, auto pounces which resulted in conversations, the number of auto pounce missed responses and rep deflections ('Spam' or ‘No response needed’), as well as average initial response time.
The Rep Availability Timeline and Rep/Pounce Leaderboards give managers visibility into rep's availability and auto pounce response activity for their team members.
Summary
Auto Pounce leverages our AI technology to proactively engage with visitors on behalf of your reps, so they can spend their time on higher value activities. On average, our customers are seeing a 549% increase in pounce attempts by letting Auto Pounce do the work, resulting in 58% more conversations after pounce, ultimately generating more pipeline. Reps are saving on average 60% of their time previously sent manually pouncing.
To enable Auto Pounce for your instance of Qualified, please reach out to your Qualified Success Architect!
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