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In episode 22 of the Customers Who Click podcast I spoke with Mikael da Costa, the CEO of Leadoo. We had a great chat about chatbots, and how they can be used as part of the sales process on websites to capture leads and convert visitors into customers.
While mainly used for customer service, I think a lot of people find them quite frustrating to deal with. You turn up to the website with a specific problem or question needing answering and you spend 5 minutes clicking through a logic loop, never actually getting your answer.
Sales though, is where chatbots can be super helpful, and valuable to both a business and customer.
The chatbot might not be there to fix your problem or provide the actual solution, its there to point you in the right direction and save you time while doing so. They’re particularly helpful for purchases that require a bit more time and thought, probably a sales person as well. If the chatbot can pre-qualify you, and determine exactly what type of product you’re looking for (first time mortgage vs remortgage for example), it can send your details to the correct sales team.
Mikael da Costa is a serial entrepreneur with experience in various online businesses. Currently he is the CEO of Leadoo Marketing Technologies a fast growing MarTech startup.
00:44 - 12:37 - An introduction to Mikael & Chatbots - Mikael found that a lot of site visitors, particularly those looking at content, weren’t converting very well to become leads and so wanted to create a more interactive experience for visitors to qualify them and provide value to them at the same time. Leadoo was born from this. On-page chatbots are kind of like quizzes to help determine what a customer is really looking for, and point them in the right direction to solve that query.
12:44 - 20:33 - Myths & Misconceptions about chatbots - The main one is that chatbots are for customer service, to help people find answers. But actually that same logic applies to lead generation & conversion, but works even better there. If you’re going to use chat for support, make it live chat. One client of Leadoo actually uses it as an HR tool to help staff find HR documents and policies. So chatbots don’t have to be public facing either.
21:00 - 26:39 - What are the most important things to consider? - Actually, one of the most important things to consider and get right is your internal setup, and the linkup between marketing and sales. They should be working together closely, making sure they are aligned, and working collaboratively on projects that would be beneficial to them both, such as on-page chatbots.
32:05 - 35:40 - The upcoming trends in lead generation - AI, and omni-channel chatbots. As AI improves so will chatbots, particularly around customer service, but also on the lead generation side. Then also omni-channel, chat is popping up everywhere now including Whatsapp, Facebook, LinkedIn is launching a new feature. So businesses don’t even need customers to visit their website to interact with them, they can easily do so through social media channels.
35:45 - 36:25 - Mikaels Pet Peeves - People who make firm, decisive statements, which are just opinions. Things like ‘outbound sales dont work’. They work for some companies and not others, but also you have to have the right sales person in the first place.
36:32 - 39:59 - The most underrated aspect of marketing - Not quite an aspect of marketing, but people not giving credit where credit is due. Making sure that teams are appreciated by the business especially if their output isnt measured in the same way as other teams. It shouldnt be the marketing team that gets all the praise for business growth, it comes through sales, design, development, customer service, HR, and everyone else involved. That’s why they are there.
If you’d like to learn more about on-page chatbots head over to Leadoo.com or reach out to the team on LinkedIn.