Every sales team dread that moment when a warm lead picks up a phone, answers, and hangs up after just two words. Why? It’s not because of your pricing or because they found another company. It’s because of the very first impression they had of you, the tone, timing, and relevance that caused them to create a wall of resistance before they were open to hearing you.
Most AI sales tools actually make this situation worse than it was before. The use of robotic scripts, awkward pauses, and an energy level that doesn’t match between you and your prospect are not only annoying, but they also kill your trust with that prospect. The reason that Olivia (the AI sales agent built to reactivate customers) was built using a different premise than most AI sales tools is because Olivia was built under the premise that trust is not created from good information, rather trust is created from a good conversation.
Why do prospects hang up?
According to sales psychology, it has been known for years that people make decisions based on feelings and then think about them logically. Therefore, the brain of a prospect, who has answered an unexpected telephone call, has evaluated the level of threat such as, Is this going to waste my time? Is this person trying to trick me? Or does this person even understand me? The reasons that people hang up generally have nothing to do with their product.
And that’s why Olivia’s trust architecture is focused more on listening, timing, and flow in the way that people typically have conversations when they feel at ease, and less on writing good scripts.
Personalization Builds Trust
When Olivia initiates contact with her potential customers, she uses the data from your CRM (customer relationship management) system to review what you bought and how you have interacted with your clients in the past, as well as the product or service types that your provide more frequently. Instead of saying something like, “How has your day been?”, she does her research and then provides an example of a problem you may have had as well as a potential solution to it in her initial communication. This creates a feeling of familiarity for your dormant customers, that is different than a robotic, generic marketing promotional response where the actual response rate can be 3 times higher than that of a generic promotional response.
Natural Conversation Keeps Customer Engaged
Just like humans in the real world that demonstrate their ability to connect through natural conversations such as listening, asking open-ended questions, changing their tone of voice, Olivia mirrors the same approach. By paying attention to how her customers respond, she adjusts her questions based on their responses. Rather than tying your customer to a pre-set/robotic script to keep them engaged, Olivia allows them to be present in the conversation through its natural flow.
Handling Objections with Empathy, Not Evasion
Olivia operates using a consultative style, therefore building authority with her clients, and transforming a “No” into a “Tell me more”. During objection due to price, timing, and competition, Olivia uses her intelligence to disarm the client by clarifying the real reason for the objection.
Seamless Transfers Keep Momentum Moving
When Olivia’s intent increases, she hands off live calls with complete transcripts, notes, and objections noted in the CRM to the reps who come in smoothly without having to be re-explained. This helps to build a trust velocity from the time of the call, providing a higher “warm” connection that can close four times faster than starting from scratch, and eliminating any obstacles created by delays.
24/7 Growth with No Quality Loss
Humans can become tired over time, which is why Olivia can perform hundreds of calls simultaneously at the best time of day, always giving the same message for every call. All of the calls maintain a level of rapport that provides an exponential increase in trust for all of the calls. Businesses are seeing previously dead deals re-starting at a rate that manual teams cannot match.
Actual Results from Real Deployments
Olivia has a 67% higher response rate compared to traditional emails. Sales teams close more business when prospects arrive via Rep qualification and Trust prior to the Reps making contact. As an example, there were 500 calls made, yielding 100 conversations with 25 transfers, yielding a 10% close rate with no hang-ups.
Maximize Trust with Olivia
Olivia can transfer (or hand off) from one channel to another and having the information transfer is irreplaceable when it comes to building trust with customers. With just a couple of clicks, you can connect to your CRM and deploy at scale.
Deploy Olivia Today: Turn the resistance of your customers into cash flow by humanizing your sales funnel with Olivia.
FAQs
How does Olivia detect prospect tone?
Conversation is used to detect tone of voice; hesitation and excitement in speech. Adjusts in real-time in response to characteristics of the user.
What if a prospect still resists after having a long conversation?
If a lead continues to show resistance, will probe more deeply, provide value-added information only when a strong signal is presented.
How long does the integration time take for trust features?
With the use of existing CRM data, it takes approximately 1-2 weeks to integrate trust features.
What will be the ROI from reduced hang-ups?
The reduction of hang-up rates leads to 300%+ return on investment. Higher connection and closing rates increase ROI.
