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Executive Summary
Marta was looking for a better and more sales-driven customer support solution than a conventional chatbot, which was unable to generate leads.
These challenges led to a partnership with Qualimero to implement a more advanced AI solution. The AI worker, Theresa, was specifically developed to be integrated into Marta's CRM and workflows to convert customer interactions into qualified leads. The implementation of Theresa resulted in a qualification rate of 31% within just one month.
Thus, Theresa quickly became the most successful and cost-effective marketing channel for Marta.
Lost Revenue Potential due to Chatbot
When marta turned to Qualimero, the company had already implemented all common modern tools, including a chatbot solution.
Based on ChatGPT, it was used to answer customer inquiries. However, as is typical with chatbots, customer interactions were often frustrating and unsatisfactory.
More importantly, many customer inquiries were potential leads and thus valuable revenue that went untapped. The chatbot solution was unable to generate leads from these customer inquiries.
Why marta chose Qualimero: More and Cheaper Leads
marta was looking for an AI solution that could not only conduct sales conversations but also address customers' open questions simultaneously. In searching for effective ways to optimize their lead qualification, marta discovered Qualimero.
"At marta, we place great value on professional advice and excellent customer service. Our industry is built on trust, so that is crucial. Therefore, we were looking for a solution that turns every interaction into a sale but also supports our website visitors," explains Fynn from marta's marketing team.
The requirements for a potential solution were comprehensive—Fynn lists five crucial reasons that speak for Qualimero:
- Efficient generation of cost-effective and high-quality leads from customer inquiries
- Reliable and secure answering of customer inquiries at a human level
- Strengthening customer trust in marta through personal care
- Reliable, seamless integration into the existing technology stack
- Smooth handover to the human team
From Kick-Off to Go-Live in just 2 Weeks
The implementation of Qualimero's AI worker was remarkably easy. The Qualimero team set up an AI worker named Theresa specifically for lead qualification and integrated her seamlessly into the existing workflows and teams at marta.
During the onboarding process, which is similar to training new employees, the Qualimero team subsequently trained Theresa with specific goals and rules:
- She was prepared to ask targeted questions for lead qualification and add them to the CRM system.
- She was taught to follow the internal rules and processes of marta.
- She got access to comprehensive information about marta to enable her to refer to FAQs and specific process descriptions.
Like a real employee, she takes on customer concerns, provides support, and guides through the process to find a suitable care provider for the customer. Through her targeted questions, she collects important information, qualifies customer inquiries, and ultimately hands them over to the sales team.
“We were looking for a solution to generate more and cheaper leads. Qualimero's AI workers use customer interaction effectively to generate leads significantly more cheaply and with higher quality than we are used to from the market standard.”
Fynn Minden
Marketing
31% Conversionrate
Theresa achieved conversion rates of 31%—five times higher than traditional solutions. By comparison, standard tools like Typeform, Heyflow, and other forms typically only achieve about 3-5% conversion rates.
Within just one month, Theresa established herself as the most cost-effective marketing channel.
This improvement is reflected not only in quantitative metrics but also in customer satisfaction and feedback. Customers thank her for the great support and for assisting in their search for a caregiver.
Now, Theresa turns customer inquiries into conversations, conversations into consulting sessions, and consulting sessions into qualified leads, all at a fraction of the cost of a real employee.
Future Outlook
marta has recognized the potential of Qualimero's AI workers and is now planning to expand into other areas and channels.
Decrease Cost per Lead even more with WhatsApp
So far, marta has been using Qualimero's AI workers in web chat, where it has already achieved good results. The next step is to launch on WhatsApp to further reduce the cost per lead.
Switching to WhatsApp offers significant benefits:
- Once established, the communication channel remains because, unlike web chat, it cannot simply be ended with a click
- WhatsApp supports asynchronous communication, which makes exchanges more flexible and customer-friendly
- The phone number is transferred directly, eliminating the need to ask for it and thus eliminating a barrier a big dropout point
marta opens up the possibility of broadcasting WhatsApp marketing newsletters and sending push notifications to customers in the future.
Multi-Agent Setup for Recruiting
At Qualimero, we are currently developing a new AI workers specifically for the recruiting sector to further simplify the experience for applicants and caregivers.
Our multi-agent setup allows seamless transfer between different AI workers. Our AI workers are programmed to communicate with each other and efficiently hand over leads, similar to a human team.
Thus, in the future, Theresa will have the ability to pass a misplaced application request to her AI recruiting colleague to handle, ensuring that every customer finds the right contact person for their needs.
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