Ecommerce Needs a New Approach to CX—And the Right Integrations

Your product marketing is on point. It’s reaching your demographic and pulling in prospective customers from social platforms to your ecommerce site. 

Your site is beautiful, engaging, and you’re experiencing a low bounce rate from users. People are selecting their favorite items and adding them to their cart, showing you they dig what you’re putting out there. 

But then, the cart sits there full and ready to go. Something happened. Perhaps this prospective customer got distracted? A message or email came through, or maybe there’s someone at the door?

You await their return, but they don’t. This is where the customer journey ends, and now all you can do is wait for the next one to walk through the digital door.

Does this experience sound familiar? 

It’s becoming increasingly important for brands to avoid these kinds of missed opportunities. During the holiday season, it gets more complicated—an influx of orders and inquiries unresolved can turn your customers away and into the hands of your competitors. 

Meeting customer needs requires automation; the right automated CX (ACX®) platform can exceed them. How can retail brands suit up for the holiday season and provide seamless, personalized CX year-round? Ada’s ACX platform, and here’s why:

Customers Crave Connection

Brands can no longer shy away from interacting with their customers. We now know that more interactions equals more revenue. 

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Adding automation as the first layer of support to CX adds value that spans past customer support. Not only will customers receive real-time answers to their quick questions on their order status, returns, and delivery details, ACX offers opportunities to drive sales. 

An all-in-one ACX platform allows brands to act on customer insights in a timely and effective way. Turning customer data into proactive, personalized messaging, ACX enables brands to provide personalized offers, cross-sell, and upsell promotions. It also adds the security net you need to handle the holiday retail rush.

So personalized customer interactions are the yellow brick road to check out, but how can brands ensure these interactions are most effective?

Make Your Interactions Meaningful

The way we shop has changed, but the things that make us feel loyal to a specific brand hasn’t. 

A survey of 1,000 adults in the US found that 80% want personalization from retailers. To stand out in the competitive ecommerce arena, you shouldn’t be shying away from customer interactions. In fact, you should welcome these interactions and treat them as opportunities for meaningful conversations that make the customer feel seen and valued, and meet them where they are in the customer journey. 

Brands need to have the ability to measure past actions, purchases, and interactions with their customers—and fast. You can add Ada’s out-of-the-box integrations to the tools you already use, like Zendesk, Salesforce, Hubspot, Facebook Messenger, and Shopify. Integrating with CRMs, CXPs, and customer data enrichment systems allows for hyper personalization of CX—engaging customers in conversations across the customer journey, from site entry to social messaging apps to check out.

 

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Proactive messaging shows your customers you’ve been paying attention and leads to higher retention and revenue. 49% of shoppers who participated in an online survey with Segment purchased a product they did not initially intend to buy after receiving a personalized recommendation from a brand. And those who engaged with a customer in a chat prior to purchase are seeing a 10% increase in the average order value

All of this sounds great, doesn’t it? Your next step is finding the right ACX platform to help you achieve this.  

Choose the Right ACX Partner

Not all conversational AI is created equal. Today’s retail brands require out-of-the-box integrations built specifically for ecommerce and catered to the individual needs of the brand. 

To curb customers abandoning their carts—especially during ecommerce’s biggest revenue moments—you need to show up when it matters most. The right conversational AI can offer customer support, self-serve options, proactive and personalized messaging to deliver profits, and integrates swiftly with live chat software.

At Ada, we’ve got you covered. Our chatbot is powered by advanced Interaction AI that can predict what customers need when they need it. Your ecommerce chatbot can become your 24/7 virtual clerk that can get as personal and helpful to each individual customer as an in-store assistant, interacting with your customers across their shopping journey with your brand.

WISMO ("Where is my order?") Automation & Integrations

You can rely on a chatbot to handle repetitive inquiries at a containment rate of up to 80% (like WISMO inquiries) so only the high-value, revenue-generating interactions hit your live agents. 

 

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Brands that integrated WISMO automations with Ada are seeing fast results. Indigo automated over 30,000 customer interactions in six months with their “Instant Help” chatbot powered by Ada. Integrating with their existing delivery experience management (DEM) software, Convey’s lookup API to check tracking status resulted in $150,000 in customer service staffing costs. And Shapermint’s chatbot, Rachel Mint, resolved 75% of WISMO inquiries via conversational AI

Social Messaging App Integrations

We’ve said it before, and we’ll say it again: you need to meet your customers where they are. These days, that’s social media. With more and more customers slipping into your DMs, your CX strategy depends on keeping the conversation going.

In 2019, 34% of US adults had used one messaging service in the past month, with Facebook Messenger taking the lion’s share of messages at 55%.  

Ada for Messenger creates cost-efficient digital experiences at scale. Integrating with Facebook Messenger, Whatsapp, and Line (and coming soon, Instagram!), you no longer have to sacrifice conversation quality for volume—you can have conversations with customers anywhere, at any time.

 

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Seamless Live Agent Handoff with Ada Glass

Ada’s ACX platform triages customer interactions to route inquiries to the right team, equipping them with the context they need to react efficiently and with empathy. 

When Raise Marketplace was looking for a better way to engage with their members—beyond the 12-24 hour email response time and long phone wait times—they found a quick, low-technical lift solution with Ada. Integrating with existing CXPs like Intercom, Oracle, Zendesk, and Salesforce, Raise Marketplace launched their ACX chatbot in less than two weeks, with Ada Glass for Salesforce to handoff to their Salesforce live agent.

 

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Within weeks of turning on their chatbot, Raise Market reduced their phone call volume by 45%. They now have a recognition rate of 92% on all of their questions and a containment rate of 60%. The rest are handed off seamlessly to the Salesforce live agent.

Ada Glass integrates with your existing CXP, like Intercom, Oracle, Zendesk, and Salesforce.

Measure Business Outcomes with Ada Engage

Measuring the success of your integrations is made easy with Ada Engage’s Goals feature. Goals enables clients to track custom-set goals and measure the impact of Ada’s customer interactions and the results this brings to their business. 

Designed with purpose-built tracking and analytic capabilities, brands can optimize their chatbot’s impact on desired outcomes in the ACX platform. Custom-set Goals empower brands to define and measure success in their specific objectives.

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