Kipu Health connects real prospects with sales within minutes

Static chat and slow routing delayed conversations with sales

When Mary McMillan joined Kipu’s marketing operations team, inbound conversations on the website were difficult to manage efficiently.

Visitors arrived with many different types of questions. Some wanted to learn about Kipu’s products. Others were existing customers looking for help with login issues or product features.

But their previous chatbot couldn't adapt to those conversations.

“Our last chat bot was very static. If this is the question, this is the answer.”

The process behind the scenes was equally slow.

Leads submitted through chat or forms passed through several systems before reaching the right sales rep.

“Previously someone would submit a form and it might take a day before a rep even knew about the lead.”

In some cases, visitors with simple support questions ended up booking meetings with sales just to get help.

“Someone might be having trouble logging in and they end up scheduling a meeting with sales just to get an answer.”

This created friction for customers and unnecessary work for sales teams.

And a data breach at their previous vendor made the decision final.

"There was a data breach at our last vendor. What really did it was the data breach and the fact that it took close to 3 months, just to get to a point where it could be re-enabled."

With chat offline for nearly three months, the gap in their inbound process became impossible to ignore, and the search for a new solution began in earnest.

AI chat triages inquiries while real buyers book meetings instantly

To improve both customer experience and inbound efficiency, Kipu implemented Chili Piper.

The goal was simple: resolve basic questions automatically and connect real buyers with sales as quickly as possible.

Now the AI chatbot pulls answers directly from Kipu’s knowledge base and directs visitors to the right resources.

“Now it's leveraging our internal knowledge base to direct those inquiries to our self-serve resources.”

Many visitors find what they need immediately.

“A lot of times it's a one-and-done situation where they find the resources they need.”

When someone wants to speak with sales, Chili Piper shows available meeting times instantly.

“Now they can book time in near real time on someone’s calendar.”

Inbound leads now reach sales within minutes instead of a day

One of the biggest improvements was speed.

Previously, it could take hours or even a full day before sales reps saw new inbound leads.

With Chili Piper, that delay disappeared.

“Our MQLs are accelerated. It’s no longer waiting a day before sales receives them. It’s within minutes.”

In some cases, sales conversations now happen almost immediately.

“Sometimes within an hour the rep is already speaking with the prospect.”

Behind the scenes, integrations also simplified the workflow.

“Everything flows through to Salesforce directly, and Marketo receives the update within minutes.”

AI filters inbound noise so sales focuses on real buyers

Another major improvement was lead quality.

Support questions and general inquiries are now handled by AI and self-serve resources before reaching sales.

That means reps spend more time talking with people who are actively evaluating the product.

“The leads that get through to sales are certainly higher quality.”

For Mary’s team, that shift reduces manual work and improves how SDRs spend their time.

“We’re putting less work on our SDRs to try and triage something when people are raising their hand ready to speak with sales.”

Sales, marketing, and support all benefit from automation

The improvements didn’t stop with inbound routing.

Customer support teams now spend less time answering repetitive questions, while marketing can surface relevant resources and events directly through chat.

“It’s created a lot of efficiencies for our sales team and for our marketing team as well.”

The result is a smoother experience for visitors and fewer manual steps internally.

“It’s taking out extra steps and providing a better customer experience.”

Why Chili Piper became a critical inbound channel

Inbound chat has become a consistent source of pipeline for Kipu.

“We generally get anywhere between 10 and 20 leads per month coming in from that chat.”

Because those leads connect with sales quickly, the channel directly contributes to revenue.

“If Chili Piper disappeared tomorrow… we’d lose revenue.”

For Mary McMillan and the Kipu team, Chili Piper transformed inbound conversations from a slow, manual process into a fast and efficient pipeline engine.

Prospects get answers instantly.

Sales teams connect with buyers faster.

And inbound demand turns into real conversations much sooner.

“It’s a win-win across the board. We actually love the tool.”

Kipu Health results with Chili Piper:

• Prospects can speak with sales within an hour of submitting an inquiry.
• Sales now receives inbound leads within minutes instead of up to a day.
• Higher quality leads reaching the sales team.
• 10–20 inbound leads per month generated through chat.
• Faster answers for customers through AI-powered self-serve support.

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