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How our sales team uses Chatbot to convert more customers

By using the Chatbot feature in their own LeadBooster add-on, the Pipedrive sales team sees more engaged, qualified leads starting a trial and more trialists converting to customers.

  • Industry: SaaS/Sales
  • Location: Lisbon/Tallinn
  • Key feature: Chatbot


New leads added to the Leads Inbox


Of trialists converted to new customers


Team members benefitting from Chatbot

The challenge

As Chatbot is one of Pipedrive’s products, it syncs up perfectly with your deal pipeline. The tool the team was using before Chatbot wasn’t as well integrated.

The team was also missing opportunities and wasting time on irrelevant support requests that they would then have to forward to the right team.

We had two other challenges: We needed to stop the support tickets received by mistake and qualify the leads that started a conversation via chat on our home page in the hours we weren’t available, who then never came back to that convo or created a trial account.

Fabiana BarbosaAccount Execute

Implementing Chatbot has helped us to focus on calls and demos to customers during their free trial period and also avoid losing that opportunity.

Fabiana BarbosaAccount Execute

The solution

The questions and answers in Chatbot are fully customizable, enabling it to qualify leads and even schedule meetings with reps without the rep needing to be online. This meant that Patricia and Fabiana aren’t missing opportunities anymore and know how to get in touch with leads, as the Chatbot is asking for each lead’s details.

Chatbot instantly adds a lead’s details into Pipedrive’s Leads Inbox, so that the team doesn’t have to do it manually, and prevents people from using the tool for Support queries, as it can direct them to the right place, meaning they get an answer quicker and the sales team don’t get bogged down.

The results

If you’re new to Chatbot, here is how our sales team is using the tool, with tips on how you can too:

  1. Use Chatbot to direct customers to the right teams by using qualifying questions
  2. Link Chatbot up with Leads Inbox so that all your leads go into one place, where you can view the information and manage engagement
  3. Set up Scheduler in your Chatbot flow, so more attractive leads can find a time in one of your sales rep’s calendars for a call

The sales team has already benefited hugely from using Chatbot. They have got over 1,000 qualified leads in their Leads Inbox and 30% of the ones Patricia and Fabiana engage with are converting to customers following the trial.

If they are new to Pipedrive and don’t have an account created, they will follow the steps, book a call either with me or Patricia and we will receive the booking confirmation. Then I do a search in Pipedrive to find that lead in the Leads Inbox and the contact information that’s been created.

Fabiana BarbosaAccount Execute

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