Virtual Assistant Marketing Advisor
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James uses a virtual assistant tool on his first day working in a call center to help qualify sales opportunities. The virtual assistant guides James through the call by providing prompts and information at each step, including possible topics to discuss, questions to ask, and scripts to get commitments. It helps James remember product details and successfully prequalifies a $5,000 opportunity for the sales team. The virtual assistant records the session details to integrate with their CRM system.
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Virtual Assistant Marketing Advisor
- 1. Virtual Assistant Marketing Advisor Use Case Marketing Call Center noHold, Inc. Copyright © 2016 Welcome to the Marketing Advisor. Ask me a question or make a statement below. How may we help you? Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases
- 2. James works in the Call Center for the Marketing Department to prequalify sales opportunities about the company’s top Security Products.
- 3. It is James first day. He is having a hard time remembering all the product details learned during training.
- 4. He is asked by his manager to review a 3 minute training video about how to use a Virtual Assistant designed to guide him through a call.
- 5. The technology seems self explanatory, and James is relieved to have a tool that provides him with guidelines for leading the conversation, while providing product details.
- 6. The phone rings … James inputs his user name in to the Virtual Assistant to launch his first call. Username Password james1545 ****** Login
- 7. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call PhasesWhich DSD 4000 replaces DSD 3000 General Product Information Model Specific Information Product Comparisons Price List Breach Additional Resources James answers, “Thank you for calling, how may I help you today?” James clicks on Inbound, which provides him with a list of topics. Inbound Outbound Inbound
- 8. The caller asks “The DSD3408 firewall is end of life. Is there a new model that replaces that?” The issue is at the top of the list, so James clicks on Which DSD 4000 replaces DSD 3000. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call PhasesWhich DSD 4000 replaces DSD 3000 General Product Information Model Specific Information Product Comparisons Price List Breach Additional Resources Inbound Outbound Inbound
- 9. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases James lets the caller know about the replacement options and offers to send a link to the datasheet. DSD 3000 Series Comparable DSD 4000 Series DSD3305 DSD4001 DSD3408 DSD4205 DSD3510 DSD4410 Link to the Datasheet: http://www.company.com/security/products/firewall/dsd3-to- dsd4.html More Actions: Probing Questions Gain Commitment Closing the Call
- 10. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases Then he clicks on Probing Questions. He uses the probing questions to conduct a business conversation with the caller about other security needs, while making notes in the CRM system. DSD 3000 Series Comparable DSD 4000 Series DSD3305 DSD4001 DSD3408 DSD4205 DSD3510 DSD4410 Link to the Datasheet: http://www.company.com/security/products/firewall/dsd3-to- dsd4.html More Actions: Probing Questions Gain Commitment Closing the Call
- 11. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases After James collects information from the caller, and she has no further questions, James clicks on Gain Commitment in the right pane and reads the script. DSD3305 DSD4001 DSD3408 DSD4205 DSD3510 DSD4410 Link to the Datasheet: http://www.company.com/security/products/firewall/dsd3-to- dsd4.html Probing Questions Use these questions to get the caller talking about their needs: 1. What is you timeline? 2. Is your company growing at a rate that requires expanding your network? 3. What other security products do you use today?
- 12. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases The caller answers, “Mornings are a good time.” James makes a note in the CRM system and clicks on Move to Next Step 1. What is you timeline? 2. Is your company growing at a rate that requires expanding your network? 3. What other security products do you use today? Gain Commitment Base on our conversation, the most appropriate next step is to have our Security Account manager follow up with you. [TAKE NOTES] When is a good time to follow up? • Mornings • Afternoons • Anytime Move to Next Step
- 13. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases James reads the recommended script to gather the caller’s contact information, makes note of her response, and clicks Close the Call. Gain Commitment – Move to Next Step Let me verify your contact information. [Read the following data record to the prospect for confirmation and note any changes in the system.] • Name, Title • Email • Phone • Mailing Address • Company Website Close the Call
- 14. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases James confirms the follow-up appointment with the caller. Close the Call Thank you for your time today. Just to summarize, you are interested in discussing DSD 4000 Service. Is there any additional information you would like me to pass on to our Security Account manager at this time? [TAKE NOTES] [Check Calendar for upcoming events – Inform the contact] By the way, we have an upcoming webinar/ event/ etc. on (topic). Are you interested in learning more? [If yes – send information] [ If not interested – no call back] Thank you for your time.
- 15. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases James clicks on the Calendar link and sees an upcoming Webinar. He asks if the caller is interested in the Webinar and sends her an invitation. Close the Call Thank you for your time today. Just to summarize, you are interested in discussing DSD 4000 Service. Is there any additional information you would like me to pass on to our Security Account manager at this time? [TAKE NOTES] [Check Calendar for upcoming events – Inform the contact] By the way, we have an upcoming webinar/ event/ etc. on (topic). Are you interested in learning more? [If yes – send information] [ If not interested – no call back] Thank you for your time.
- 16. Session ID 1927344 Breach Model Information Compare Products VPN Information Licensing Information Starting and Outbound Call Business Conversation – Customer Business Conversation – Prospect Gain Commitment Hot Topics Call Phases The call ends, James copies the Virtual Assistant Session ID and adds it to the CRM system notes. Close the Call Thank you for your time today. Just to summarize, you are interested in discussing DSD 4000 Service. Is there any additional information you would like me to pass on to our Security Account manager at this time? [TAKE NOTES] [Check Calendar for upcoming events – Inform the contact] By the way, we have an upcoming webinar/ event/ etc. on (topic). Are you interested in learning more? [If yes – send information] [ If not interested – no call back] Thank you for your time.
- 17. James just qualified a $5,000 opportunity and sent his notes to Sales.
- 18. Reduce Support Cost Increase Conversion Rates Enforce Compliance Prequalify Sales opportunities For the Enterprise Help Desk Allow Employees to help themselves
- 19. www.noHold.com noHold Inc. builds Virtual Agents that help some of the most successful companies in the world, increase revenue and decrease cost, while increasing customer satisfaction. Smarter Self-Service noHold, Inc. Copyright © 2016