had the chance to sit down and chat with Samuel Urquijo, co-founder and CEO of Keybe.
We discussed how the company started, how they keep up with the competition, and what challenges and opportunities he sees in the near future of their industry.
Let’s introduce Keybe to our audience. What is it and how does it work?
Keybe Unlocks human touch, Redefines art of selling.
From data complemented by AI, Keybe increases the efficiency of sales teams up to 4 times with a series of tools focused on facilitating the generation of sales chats and ensuring an articulated digital ecosystem with protected data.
It starts by integrating brands’ digital touch points in one place, simplifying the process of serving new leads and automating tedious lead nurturing tasks. Data enrichment and conversation analytics optimize up to 40% of the sales force’s time.
At the same time it connects with a suite of cloud services to increase business objectives up to 4 times.
How did it all start, and what are your achievements to this day?
It is a solution born from multiple negative experiences in the purchasing process: businesses do not know their customers
5 people convinced that, based on data and artificial intelligence, customer service teams can better connect with people, we started to sit down with different companies to tell us about their challenges. From that, with more than 20 years of knowledge in software development, Keybe started.
Today, 4 years later, we have hundreds of customers in more than 15 countries and we have connected with more than 40 million people.
How does your mission differ from the other companies in your niche?
With empathy, we integrate ourselves into people’s daily lives in a natural way through simple and intuitive technology to empower them in a natural way through the management and automation of processes with our empathetic technology.
We do not seek to focus on processes and automation, but rather use them as channels to unleash the human touch in every relationship and enhance the natural talent of each salesperson.
Who are your typical clients and what problems do they have when they come to you?
Keybe adds value to all companies that sell or present services via chat, particularly in industries such as: vehicle sales, fashion retail, health care providers, universities and retail stores.
In common they have pains that are summarized in the low conversion of sales despite receiving a high traffic of leads or constant loss of contacts due to the manual processes they have. Challenges that can be solved through digital transformation in the mindset of the teams and the automation of tasks that do not generate value.
And what makes them eventually choose you over your competitors?
The most important reason is because Keybe focuses on empathy and human interaction with technology, instead of focusing on processes and automation
. We understood that the key of success is to really engage with our users in order to unlock the human touch in every conversation.
We constantly get in touch with our clients and identify improvement opportunities. That’s why we created something called “KB: System”. Based on the famous LEGO System. It’s basically taking the software to a high level of customization according to the industry. This way, Keybe turned into a really market-specialized platform that isn’t transactional anymore, but a network effect one. This means that the greater the amount of data and information, the greater the value for our customers.
In addition to that, Keybe also makes it easier for the companies to start boosting sales performance due to the agility and self service setup process.
Can you share one success story from your customers? What was their pain point, and what results did they get thanks to Keybe?
In 2020, Autolarte – a Chevrolet authorized car dealership – had a clear challenge: to improve customer service and automate processes to enhance their results.
To achieve this goal, they first identified their pain points, understanding that the pandemic in 2020 brought a paradigm shift in consumers’ minds, in the way of selling, and in the relationship between brands and people.
In this regard, Juan David Ballesteros, in charge of Autolarte’s digital transformation, embarked on a mission to find a digital tool, application, or software that could help improve internal processes for customer service and sales. This is how Juan David came across Keybe. “It wasn’t just a website or software… it was something better, a solution within a WhatsApp chat, which is what everyone uses. It wasn’t feasible for our customers to download a new app that they would use only a few times a year, considering that a vehicle purchase happens approximately every three years and a visit to our workshops can be three times a year.”
Keybe was integrated not only with WhatsApp but also with their digital ecosystem, gathering information in one organized and visible place for the entire team. They also developed what Autolarte calls the “Autobot,” a flow enabled by Keybe’s Artificial Intelligence that allows them to quickly respond to customer chats, assigning them a brand advisor based on their interests, scheduling appointments, and many other options.
Just as Autolarte embraced digital transformation with Keybe to enhance the performance of their sales and after-sales teams.
What do you see in the future of your industry, and how do you plan to cope?
A clear trend to give people autonomy over their data. With Web 3.0 and the world without cookies, the business of ads and DB sales will change drastically to be me, as a person, who decides what data I share with which third party. This means a privacy business in B2C and a data enrichment business in B2B.