Qualified

What do you like best about the product?

The chatbot can connect to the website, but I wouldn’t say it’s a particularly great feature.

What do you dislike about the product?

Poor account management. Support response times are slow, and the three CSMs we’ve had generally haven’t been very helpful. They seem either overworked or like admins who struggle to keep up with the volume of support requests coming through.

They also keep trying to push PiperAI when they haven’t mastered the basics. It doesn’t feel like they’ve asked customers to speak with the product team who actually has to build the project.

Lead routing is tricky, and the build process is convoluted.

What problems is the product solving and how is that benefiting you?

They aren’t solving issues right now. It feels like we’ve been working with them for two years, getting passed between CSMs, and still haven’t reached a point where the setup actually works. When we ask for help (which we pay extra for), the CSMs still don’t get back to us. We have a bi-weekly call, and the CSM usually joins but seems to forget what the agenda is supposed to be.

What do you like best about the product?

Qualified is helping us engage high-intent website visitors in real time and connect them with the right sales reps. The AI Agent is genuinely impressive compared with other chat and conversational tools I have tried or seen

It asks the right follow up questions to understand fit and intent, and it knows when to hand the conversation off to a sales representative via meeting versus resolving it independently. This has helped create a cleaner pipeline because reps are not being pinged for every website visit. As a result, Qualified leads are converting to pipeline at approximately 2X the rate and generating a higher average order value.

I also value its multilingual capabilities, which allow visitors to engage in their preferred language and create a better overall customer and prospect experience.

What do you dislike about the product?

Agent is strong but it's not perfect. achieving the best results depends heavily on well designed conversation flows and close coordination between GTM teams.
Main challenge with Qualified is that getting the routing, qualification logic, and integration w/ CRM and MAP configured correctly which can require significant upfront effort and ongoing optimization. We have seen cases where meetings were booked with the wrong representative or later cancelled because the visitor’s needs did not align with the selected meeting type.

Other area with room to improve is reporting and analytics. It covers the basics well but getting more granular conversation level trends can be challenging.

What problems is the product solving and how is that benefiting you?

Before Qualified, our website visitors would fill out a form and then wait (sometimes hours, sometimes days), before a sales rep followed up, and by that point a lot of the initial interest had cooled off.
- Qualified closes that gap by engaging visitors the moment they are on the site, answering their questions in real time, and qualifying them before a rep ever gets involved. That's solved two problems for us:
1) Speed to engagement and
2) Rep efficiency

The net benefit has been a shorter sales cycle and a noticeably better first impression for prospects.

What do you like best about the product?

Qualified has transformed how we engage with website visitors. We went live with our AI SDR, Lily, across our website and email campaigns, and she's helped us respond instantly, personalize interactions, and guide leads more effectively so our team can focus on high-value conversations. We've seen a strong volume of visitor conversations convert into booked meetings, and the quality of those meetings has been noticeably better than we saw with Drift.

A huge part of why this has worked so well is our Qualified Success Architect, Elle. She's been phenomenal every step of the way, from the most thorough, well thought out onboarding I've experienced with any vendor, to consistently checking in to make sure we're maximizing every feature available to us. She's been a true partner and extension to our team, always excited to walk us through new capabilities so nothing we're paying for goes unused.

I've now used Qualified at two different companies, and I'd bring them with me anywhere. Between the platform and the people, it's genuinely one of the best vendor relationships I've ever had.

What do you dislike about the product?

Honestly, I can't think of a single thing.

What problems is the product solving and how is that benefiting you?

Before Qualified, a lot of our website traffic went unengaged. Visitors would land on our site and leave without filling out a form or engaging in web chat. Qualified solves that gap.

Our AI SDR, Lily, now runs across web chat and email campaigns, we're able to engage visitors the moment they show intent instead of relying on them to fill out a form and wait for follow-up. Lily handles the initial conversation, asks the right qualifying questions, and hands off to our team when a lead is genuinely worth a conversation. We've seen more meetings booked, and higher quality of those meetings, resulting in more revenue.

Instead of manually triaging every inbound chat, our team can trust that the best conversations are the ones reaching their calendars. We're also replacing some of our email nurtures with agentic emails through Qualified, which runs way smarter with less of a manual lift building them out.

What do you like best about the product?

We switched from another platform to Qualified, and their team was responsive and supportive throughout the procurement and onboarding process. They’re at the forefront of innovation and consistently release new features that help marketers stay competitive.

What do you dislike about the product?

Compared to our old platform, Qualified is definitely more robust and innovative, so I don’t have any complaints on that front. That said, since the company is growing extremely fast, we want to make sure our solution architect has enough internal support so she can spend more time working with us (We enjoy working with her!).

What problems is the product solving and how is that benefiting you?

Qualified has become an important part of our inbound strategy. It’s our fastest-growing channel, which isn’t surprising since people are getting used to interacting with an AI agent. Qualified helps deflect support inquiries, increases lead volume, nurtures prospects, educates buyers, and improves speed to lead.

What do you like best about the product?

The most helpful part of Qualified has been our QSA, Elle Anderson. She's been more of an extension of our GTM team than a vendor contact and comes to our calls with actual recommendations based on what she's seeing in our data, flags things we haven't thought to ask about, and helps us pressure-test conversation flows before we push them live. That level of partnership is rare and it's shortened our time-to-value considerably.

The other big upside is the AI SDR working around the clock. Our previous chat tool required a human SDR to be online for a visitor to get a real conversation, which meant nights and weekends were dead time. Now every visitor gets engaged and qualified in the moment and can book a meeting on the spot. That's coverage we'd otherwise have had to hire for, and it lets our BDRs focus on active conversations rather than yesterday's leads.

What do you dislike about the product?

Nothing, honestly. We've been using Qualified across our full inbound motion and it's done what we needed it to do without issues. Anytime we've had a question or wanted to change how something was configured, we've gotten a fast answer. I don't have a complaint to offer here.

What problems is the product solving and how is that benefiting you?

Qualified solves the coverage problem. We always have someone online to engage a visitor, answer questions, and book a meeting. Previously that only happened when a human SDR was available to chat, so a real portion of our inbound traffic went unengaged. Now every visitor gets a live conversation and a path to a meeting in the moment, and that's translated directly into pipeline we weren't capturing before.

What do you like best about the product?

I am a big fan of making it easy for our prospects to come to us and making it easy for buyers to buy- the AI allows us to filter out unqualified leads while also quickly providing valuable info prospects are looking for prior to even connecting with a person

What do you dislike about the product?

no complaints from a usage standpoint. setup took some time, but we are in a unique position setting up 2 separate instances for our 2 companies at the same time

What problems is the product solving and how is that benefiting you?

quickly providing info prospects are looking for to keep them engaged and make it easy for them, and providing us insight before connection on what those buyers are viewing and looking for

What do you like best about the product?

We replaced Drift with Qualified and it's been a huge upgrade, from hard-coded playbooks that relied on hundreds of lines of copy for each possible branch in a decision tree to using natural language prompts and training on our own content so that users can have a free-form conversation on our sites. It's helped us shift to a more strategic lens by freeing up time that we would otherwise have spent building out dozens of individual playbooks.

Qualified's level of support has been crucial to our success. Our launch was somewhat complex and our point of contact, Brittany, has been phenomenal. It's been 8 weeks since we launched and she still goes above and beyond, making her expertise and direct support available by Slack and over multiple weekly calls. She's like another colleague to us.

What do you dislike about the product?

It would be great if more of the reporting was exportable! The UI is not perfect but overall it's a good balance of offering rich capabilities while being straightforward and intuitive to learn.

What problems is the product solving and how is that benefiting you?

Qualified helps visitors to our sites find resources, connect with support documentation, and easily book meetings with sales reps. Qualified integrates easily with our existing tools, including Marketo, Salesforce, and LeanData, so our routing logic can stay consistent across tools.

What do you like best about the product?

What I like best about Qualified is how effectively it helps connect with high-intent website visitors in real time. The platform makes it easy to identify engaged prospects, route conversations to the right team members, and create a more personalized experience based on visitor behavior. The AI capabilities and automation have also helped us scale engagement without sacrificing responsiveness, while the Salesforce integration provides strong visibility into visitor activity and campaign performance.

What do you dislike about the product?

Like most enterprise platforms, there is a learning curve to unlocking all of its capabilities. Some areas of the interface can feel complex when building more advanced experiences or reporting, and I'd like to see even more flexibility around customization and analytics. That said, the platform continues to evolve, and new features are released regularly.

What problems is the product solving and how is that benefiting you?

Qualified has helped us engage prospective customers at the moment they're actively researching solutions instead of waiting for them to fill out a form. It's improved our ability to identify high-intent visitors, qualify them more efficiently, and connect them with the right sales resources faster. As a result, we've increased meaningful conversations with prospects, shortened response times, and gained better visibility into buyer engagement across the customer journey.

What do you like best about the product?

What I like most about Qualified is how easy it makes it to connect with people who are genuinely interested in what we offer. The live chat is simple to use, and it’s always a work in progress, which I appreciate. I also love that it integrates easily with Marketo, which saves us a lot of headaches when setting up the smart list flow and making sure contacts move smoothly through the program. Also, the support has been amazing! and every question we ask, Meaghan always tries to find a solution and is very responsive

What do you dislike about the product?

The chat is always going to be a work in progress, so the more we train it, the better it will become. One improvement we can make right now is to update the Activity section so it shows the person as soon as they book a meeting, rather than waiting for the session to close out. Also, I’m not sure whether the AI chat is actually asking the same question repeatedly or if it’s just refreshing, but it would help to make sure the chat isn’t saying the same thing over and over and doesn't show on the conversation log.

What problems is the product solving and how is that benefiting you?

We’re seeing better results with Qualified. We can tell that people are actually engaging in the chat and asking questions, whereas previous chat visitors only had button responses. Qualified lets them ask questions, and Dru Assist is able to provide an answer or guide them down a path that leads them to the resources. Also, we are able to see where people are coming from and how long/ how many times they are engaging

What do you like best about the product?

What I like best about Qualified is its intuitive, user-friendly interface and how easy it is to build and manage chat experiences. It helps us engage website visitors in real time and connect high-intent prospects with our sales team faster. The AI SDR capabilities, chat experiences, and CRM integration make it easy to deliver a better buyer experience while improving lead qualification. The customer success team is exceptional. Austin Moore is always responsive, knowledgeable, and proactive in helping us get the most value from the platform.

What do you dislike about the product?

Overall, we've had a great experience with Qualified. The platform continues to evolve, and the support team is always very helpful and receptive to feedback.

What problems is the product solving and how is that benefiting you?

Qualified helps us engage high-intent website visitors in real time, qualify leads more efficiently, and connect prospects with the right sales reps faster. The AI SDR capabilities and Salesforce integration have streamlined our lead routing and improved the overall buyer experience. It's helped us respond to prospects more quickly, automate repetitive tasks, and create a more efficient handoff between marketing and sales.