AI Case Study

Epson America automatically follows up on 50,000 annual leads and generates 75% more qualified leads with the use of email conversational agents

Epson America was getting about 50,000 annual leads per year from marketing activities such as trade shows, direct and email marketing, social media and advertising. They were not following up efficiently on leads. Implementing an email conversational agent from Conversica AI, the leads were follow up by email with a 51% response rate and 75% increase in qualified leads. It also could identify customer support issues.

Industry

Technology

Technology Hardware And Equipment

Project Overview

Epson implemented an email base conversational agent from Conversica AI to manage the leads. The agent reached out to the leads via email and interpreted the response via natural language processing.

"After implementing the AI assistant, Epson’s leads are now followed up promptly and persistently until their AI assistant gets a response. “

'Because the outreach to leads takes 6-8 times, Conversica is a true force multiplier for our sales team,” say Chris Nickel, Epson's senior manager of commercial marketing. After a lead is passed to one of Epson’s partners, the AI assistant follows up to make sure the customer was satisfied. Sometimes, the response to that follow-up identifies a new sales opportunity, such as 'everything went great, and actually we are looking to buy another 60 projectors, giving Epson the opportunity to quickly capitalize on a new sales opportunity before the competition. Or it can uncover an unresolved customer support issue, such as 'I’m having a problem with my projector.'"

Reported Results

The solution "produced $2 million in incremental revenue in just 90 days."

"If we gave 100 leads to the reps, we might get a couple of responses from customers. Now, if we give 100 leads to the AI assistant, we get 50 responses.”

"Official response rate with the AI assistant is 51%, representing a 240% increase from the baseline established at the beginning of the pilot, and a 75% increase in qualified leads."

Technology

Conversational agents

Function

Sales

Sales Operations

Background

"Epson America, the printer and imaging giant, was drowning in all the leads it was getting for the company’s diverse line of products: big printers, projectors, scanners, point of sale solutions, and industrial robots."

"Epson America was getting 40,000 to 60,000 leads per year from trade shows, direct mail, email marketing, social media, print and online advertising, and a successful brand awareness campaign. The leads would pour in, and whether they were good, bad, qualified or not, they would all be turned over to salespeople whose availability to follow up was inconsistent."

Benefits

Data

" Epson America was getting 40,000 to 60,000 leads per year from trade shows, direct mail, email marketing, social media, print and online advertising, and a successful brand awareness campaign."