Executive Interview with Matt McLaughlin - Conversica

Q: WHAT ARE THE TOP WAYS COMPANIES CAN TRANSFORM SALES TO IMPROVE THEIR PROSPECTS' BUYING EXPERIENCE IN THE NEXT 12-24 MONTHS

MATT– It’s vital for sales teams to understand that ~60% of the education phase is completed prior to a prospect even engaging with an organization. This means people have likely consumed content, visited the website and explored third-party reviews.

Knowing this, Sales teams could do a better job of answering questions about how your product/service will aid their specific use case(s). If a prospect is truly interested, they are looking for focus regarding process and expectations. Salespeople need to be ready for those conversations.

Next, the team has to commit to a selling methodology that aligns with today’s buying process. This includes looping in other important decision makers, considering how your solution fits in with existing solutions, and addressing any potential roadblocks before they become issues.

Lastly, the team has to have demonstrated they understand how to use the methodology to deliver optimal results.MA

Q: HOW SHOULD COMPANIES DECIDE WHICH BUYING EXPERIENCE IMPROVEMENT INITIATIVES TO START WITH - ASSUMING THEY CAN'T DO ALL AT ONCE? 

MATT – I would encourage companies to survey as many of their newest customers as possible about their experience as well as their process. Learn from them what they liked and didn’t like and use this as a “true north”.

Q: WHAT ARE YOUR TIPS FOR ENSURING THAT TECHNOLOGIES CONTRIBUTE TO THE BUYING EXPERIENCE IN MEANINGFUL WAYS? ​

MATT – We know that very few salespeople have the bandwidth or the ‘staying power’ to engage and follow-up with hundreds of leads every month. An ideal solution is to leverage Intelligent Virtual Assistants, which can engage each and every lead in a human-like way to qualify the ones that are ready to have a conversation with a salesperson.

Next, you have to constantly coach all of your team members to build relationships in order to close deals. Not just the account executives, but the sales development reps, the solution consultant, professional services, etc… the entire team has to be coached. We leverage Chorus to help us with our efforts and once the team gets over that initial concern or anxiety we find that they seek more and more feedback in the pursuit of providing a better buying experience.

Q: HOW DOES YOUR SOLUTION HELP SELLERS IMPROVE THE BUYING EXPERIENCE? 

MATT – A Conversica Intelligent Virtual Assistant helps sales teams surface interested customers much more quickly and efficiently by autonomously contacting, engaging, and qualifying leads in human-like and natural, two-way conversations. For others that might not be ready immediately to speak with someone, an IVA can nurture them – being polite and persistent until they express deeper interest and become ‘sales ready’.

Since bringing our IVAs to market our customers have realized over $20 billion in revenue as a result of augmenting their workforce with Conversica. A few of the customers that have seen dramatic results include:

  • CenturyLink’s AI Assistants contacted thousands of prospects and deliver an additional 30-100 qualified leads each week. This presents a 20x return on their investment in Conversica each month.
  • Epson’s AI solution directly contributed to $2 million in incremental revenue in the first 90 days of implementation.
  • The Los Angeles Film School saw more than 33% increase in lead engagement, which contributed $4.2M-$7M in additional revenue.

Q: What are some good resources if someone wanted to learn what questions to ask, what others are doing, or factors related to sales transformation?

MATT – We have some excellent resources on our website including Webinars, blogs and podcasts.

Those can be found here: www.conversica.com/resources/

Podcast where I also find good content:

Hey Sales People  https://salesloft.com/company/news/hey-salespeople-podcast-features-top-sales-experts/

Current Research Area where I spend time: .https://topohq.com/

Matt Maclaughlin, Conversica

Matt McLaughlin

Sr. VP Global Sales, Conversica

Matt’s 25 year career in the software industry in Sales and Executive Management led him to Conversica. In his prior roles, Matt built and managed Sales teams for top-tier companies and start-ups in application software, infrastructure, middleware and cloud. His accomplishments include a strong track record of revenue growth through understanding and delivering solutions targeted at Global 1000 companies. Matt joined Conversica following 5 years at Jobvite as VP of Mid-Marketing & Enterprise Sales. Previously, he held VP and EVP-level Sales leadership roles at Actiance, Inc. (Acquired by Smarsh), Abiquo, Strongview (Acquired by Selligent) and Azul Systems, Inc.