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Oct 6, 2021

Improve CX with Conversational Commerce

Improve CX with Conversational Commerce

Every transaction starts with a conversation—and today, those conversations take place through technology. With the right platform and strategy, you can turn one-and-done interactions into ongoing conversations that span the customer journey and improve the customer experience across channels.

 

Keep the conversation going, and keep customers coming back

The days of doing most business in person are long gone, but conversations are still at the heart of every interaction. It’s the way consumers and businesses converse that has changed and if you’re not keeping up with your customers’ expectations, it’s time to re-think your approach. Conversational commerce brings together the best of technology, human insight, and automation to meet customers where they are and make it as easy as possible for them to get what they need—and in some cases, to show them what that might be.

 

Done right, conversational commerce allows you to create meaningful connections and an ongoing journey that will bring customers back to your brand again and again, in just the right ways and moments. Get faster time to value with [24]7.ai Engagement Cloud™ as your conversational commerce foundation and incrementally increase that value over time with our complete suite of solutions and proven CX expertise.

 

What is conversational commerce?

Conversational commerce is where automated messaging and voice conversations, using the best of AI and natural language processing (NLP), meet online. [24]7.ai Engagement Cloud helps brands create a conversational cycle that improves CX, provides a seamless and consistent experience across channels and time, and keeps customers engaged by making it effortless to get things done. Intuitive self-service tools and our build once, deploy anywhere model make it easy to manage the conversation, wherever your customers choose to connect. And our industry-leading AIVA technology makes every interaction easier and more effective while driving continual improvement.

What is Conversational Commerce

Start the conversation

Invite consumers into a conversation by delivering dynamically personalized ads across channels, at scale. With intent-based ad targeting, you can combine first, second, and third-party data to anticipate what customers are trying to do and meet their needs precisely—even down to knowing the weather in their zip code. [24]7 Target™ optimizes creative content on the fly and can take consumers directly into a live or asynchronous chatbot conversation. 

 

Answer questions

Deliver instant value with a superior FAQ chatbot that turns simple question-and-answer exchanges into dynamic two-way conversations. [24]7 Answers™ uses advanced algorithms to organize your knowledge base better, bring your help center and search functions to life, and manage up to 80% of common inquiries. If a customer needs further assistance, Answers can pass the conversational context along to a transactional bot or escalate to a human agent for a smooth, seamless transfer.

 

Do more than chat

Handle more complex transactions including processing payments, completing orders, and making account changes with an intelligent chatbot that understands natural language and accurately predicts intent. [24]7 Conversations™ gives customers a consistent experience across voice, digital, and messaging channels. It can support natural conversations that feel human, even understanding and responding to accents and colloquial speech. Plus, you can create, view, and modify bots easily using a single, user-friendly interface.

 

Provide live assistance

For inquiries requiring a human touch, [24]7.ai Engagement Cloud can seamlessly escalate to a live digital or voice agent who sees the history and can pick up the conversation immediately. AIVA prompts agents with smart responses and next-steps via [24]7 Digital Assist™. Agents can use [24]7 Active Share™ to further accelerate resolution by pushing rich visual content to the customer’s screen to simplify time-consuming tasks.

 

Add more value

Using the information you’ve gathered throughout the conversation, you can now target and retarget customers with trending intents while they’re still engaged. For example, offer add-on services with an appointment reservation, complementary products with a purchase, or tell them about an upcoming event or release that might be of interest. The goal is to keep the conversation going, turning siloed interactions into ongoing journeys.

 

Tips for getting started

As a contact center pioneer with over 20 years of operational experience and a recognized technology leader, [24]7.ai knows how to help you make the most of every conversation. We’re the partner you can trust to help transform your end-to-end customer engagement strategy—today, tomorrow, and beyond. Here are some things to keep in mind when putting conversational commerce into practice.

 

Blend AI+HI

Bring together the best of machine efficiency and human insight to transform the customer experience—AI supports agents at every step, and agents help train AI models for continual improvement. Playing to the strengths of each helps accelerate resolution and boost satisfaction.

 

Make it personal

Use advanced AI to dynamically personalize digital campaigns and extend the value of your advertising budgets. Start by accurately anticipating what consumers are trying to do, and then make it as easy as possible to get it done. Cut through the digital noise to create meaningful moments that build loyalty.

 

Bring conversations to life

Streamline lengthy conversations with our industry-leading visualization technology. Whether customers choose to connect via voice or digital channels, with a live or virtual agent, [24]7.ai lets you push interactive content to their screen to get things done by tapping instead of talking. Save time and effort on both sides.

 

Meet your customers where they are

Empower customers and agents by front-ending interactions with asynchronous messaging. Give customers the power to choose when, where, and how to connect with your brand, and empower agents to handle more interactions with less stress. Our build once, deploy anywhere model and open channel API make it easy to scale.

 

Transform your CX with conversational commerce

Turn isolated interactions into ongoing conversations. Bring together the best of technology, human insight, and automation to meet your customers where they are and make it as easy as possible for them to get what they need. Contact us today to get started.