How Sally Enhances the Customer Journey at Every Stage of the Sales Funnel - Draftz

In a previous post, we explored how virtual assistants (VAs) can transform the customer experience (CX) across three key stages of the sales funnel: pre-sales, during the sales process, and post-sales. Now, let’s take a closer look at how Sally, a smart conversational AI assistant, improves customer interactions at every touchpoint.

1. Pre-Sales: Sally as an Intelligent Information Hub

For New Customers:
Think about why Google dominates the search engine market—it delivers fast, relevant results. Today’s customers expect the same: instant answers and self-service options that make their experience smooth and seamless.

When a potential customer visits your website for the first time, they want to quickly understand who you are and what you offer. Powered by natural language processing (NLP), Sally can interact like a real consultant—answering product questions, suggesting relevant articles, and even highlighting special promotions or campaigns. By the end of the conversation, the customer feels informed and confident—more likely to return and make a purchase.

For Existing Customers:
One of the biggest advantages of a VA like Sally is her ability to remember customer preferences, something even experienced salespeople struggle with at scale. Imagine walking into a café and having your favorite coffee waiting for you—that’s the level of personalization Sally brings.

Sally suggests products based on a customer’s interests and emphasizes key benefits tailored to their specific needs. She can even promote personalized offers, creating a seamless, omnichannel experience that meets customers wherever they are—whether it’s on Microsoft Teams, Slack, Hangouts, or any other platform. Companies that implement omnichannel strategies retain 66% more customers than those using just one channel.

2. Sales Process: Sally as a Personal Product Consultant

A Marketo (Adobe) study found that 66% of B2B buyers would recommend brands that make them feel understood. Personalization during the sales process significantly boosts the likelihood of conversion—and Sally delivers just that.

Sally engages in natural, conversational dialogue that feels human. With every interaction, she improves—learning from past conversations to anticipate customer needs before they even ask. She shortens the path to purchase by highlighting the most relevant options from large catalogs, guiding customers through tailored product recommendations based on a series of smart, intuitive questions.

77% of consumers say they have chosen, recommended, or paid more for brands offering personalized service—and Sally is built to deliver just that.

3. After-Sales: Sally as a Customer Success Partner

In the B2B space, building a lasting relationship after the sale is crucial to customer loyalty. Sally offers round-the-clock support, answering queries, tracking orders, and helping with post-purchase management—either via voice or chat.

Her platform is highly customizable, letting customers interact with your business systems however they prefer. Acting as a smart intermediary, Sally ensures every question is routed to the right contact and resolved quickly. She continuously learns from interactions, building consultative expertise that improves future service.

This isn’t just support—it’s a smart, scalable way to prove to customers that you’re reliable and committed to their success.

4. Post-Sale Engagements and Upselling

Virtual assistants are revolutionizing B2B engagement. Sally not only improves the customer experience but also opens doors for strategic upselling. She delivers:

• Personalized recommendations
• Fast access to support or information
• Improved retention through timely, relevant outreach

By integrating a VA like Sally into your CX strategy, you can increase engagement, reduce churn, and boost long-term loyalty—ultimately driving revenue.

Servion Global Solutions predicts that by 2025, AI will power 95% of all customer interactions. As businesses recognize the impact of conversational AI, adoption is set to accelerate.

Sally may be virtual, but the benefits to your customer experience—and bottom line—are very real.

Want to learn more? Try Sally today.