PRDXN

THE CUSTOMER

With 35 years of experience enabling business formation in the United States for both residents and non-residents, USA Corporate Services provides a host of educational information for potential clients. When we were introduced to the company, they had been using a live, human-driven chat feature on their website to drive initial client engagement.

PRDXN had been working with the USA Corporate Service’s communications agency, and after analysis, it appeared that our team would be able to effectively assist.

What They Needed

USA Corporate Services was using a live, human-driven chat service with mixed results. Website visitors could immediately engage with a company representative for help with the company’s services. However, such a service is  essentially a “good news-bad news” situation, given one of the features of a live, human-driven chat service is the ability for a company representative to respond immediately. The good news is that it provides immediate engagement between the potential customer and the company. The website visitor has access to reliable answers to questions, keeping the visitor on site. The bad news is each engagement might occupy up to 20 minutes of time for the company rep.

THE SOLUTION

After weighing the costs and benefits, PRDXN determined that a smart chatbot, driven by Google’s Dialogflow, could not only adequately engage the website visitor, but could also be used to capture the potential lead within the client’s Salesforce CRM (customer relationship management) tool. This would eliminate the need for live human engagement, and also the time required to manually copy, paste, and edit the details of the interaction into the CRM.

With a team of engineers fluent in WordPress, JavaScript, Dialogflow, and Pardot (the Salesforce CRM system), along with a quality assurance (QA)/user experience tester and project manager, we developed a customized chatbot with the twofold goal of reducing the reliance on human-intervention with an error-prone manual “copy-paste” scenario and improving website conversions.

“The problem is not lack of resources or capability, but the lack of will.”

Bal Gangadhar Tilak

The Results

Results are still emerging, however, it appears that the chatbot will be a resounding success. The USA Corporate team now has additional time to devote to more productive endeavors.

People are immediately informed that they are dealing with a bot and not a live human. Visitors to the company website are able to get immediate answers to detailed questions. Another added benefit for customers is that an automated bot vs. a live bot has endless patience! So a potential customer can leave the site, do something else, and come back to their conversation without having to be concerned about inconveniencing a fellow human. USA Corporate’s website engagement times are improving, since the chatbot does not in any way “pressure” a response.