We sat down with Ada’s first Chief Revenue Officer, Daniel Code-McNeil, to learn more about what makes someone a great leader, and how he incorporates this into his day-to-day work.
Ada’s Year in Review: Recent Awards, New Products, Partnerships, Apps, and Integrations
Over the past year, we’ve been hard at work to build deep and meaningful customer relationships, strong partnerships, and technology that transcends support and scales exceptional CX across the entire customer journey.
We not only work with some of the world’s fastest growing brands — think Mailchimp, Shopify, and Upwork — Ada is quickly and passionately becoming the leader in brand interactions powered by conversational AI.
Last month, we were named the “Best Overall Conversational Marketing Company'' in Tech Breakthrough’s fourth annual MarTech Breakthrough Awards, and now, we’re ranking as one of Canada’s Top Growing Companies.
Launched in 2019, the Canada’s Top Growing Companies editorial ranking aims to celebrate entrepreneurial achievement in Canada by identifying and amplifying the success of growth-minded, independent businesses in Canada. With a skyrocketing three-year growth of 2572%, Ada places No. 19 of 448 on the 2021 Report on Business ranking of Canada’s Top Growing Companies.
This accolade comes on the heels of being named one of LinkedIn’s 2021 Top Startups in Canada, a global ranking that identifies the best and brightest companies that are growing fast and recruiting top talent.
In light of our recent awards, we’re rounding up Ada’s newest products, partnerships, and integrations. Let’s take a look at what we’ve accomplished.
We launched the award-winning Ada Engage
When we first launched Ada Engage in April, the goal was to extend our conversational AI experience to marketing and sales, helping brands break down organizational silos and unify CX among teams and across the customer journey.
>The results so far have exceeded our expectations. Proactive campaigns have boosted engagement by 170%. We drank our own champagne and saw triple digit revenue growth using Ada Engage features, like Proactive Campaigns, A/B Testing, Event & Goal Reporting, and implemented integrations with Marketo, Hubspot, and Salesforce Pardot.
When messaging is informed and personalized, engagement improves. Conversion rates are lifted. Customers are satisfied and your business boosts its bottom line. And when conversational marketing sits in the same tool as your conversational CX, the insights and results are amplified, and you can create engaging brand interactions that convert.
With Ada Engage, brands can offer personalized interactions at every touchpoint, enhance customer profiles, and equip sales and marketing teams with the context they need to do what they do best — sell.
We made scaling exceptional CX for fast-growing companies possible with Ada for enterprise
Ada is the only conversational AI platform purpose-built to support a scalable, automation-first customer experience strategy. Our automation is designed to transform reactive CX models to proactive, personalized profit generators, with a suite of enterprise-ready features that help brands achieve their goals and create holistic CX across the customer journey.
Smart Search connects Ada to your knowledge base so you can launch your chatbot immediately. Leverage the content you’ve already invested in so every customer query has an answer — whether it’s built in Ada yet or not. Your customers get a seamless experience directly in the chat, and you’ll see faster time to value, higher containment, and the analytics you need to optimize your content strategy.
Data Export API
Paint a holistic picture of your CX. Ada’s Data Export API powers up your customer insights machine by integrating conversational data into your tech stack, allowing you to turn insights into CX optimization. Track and analyze customer conversations, needs, and trends across the customer journey.
Ada can help you move between modalities when it makes the most sense. Move a customer from IVR to conversational AI to speed up resolution time, or handoff a customer to a phone agent when needed. In any case, this enables a speedy, personalized, and contextual handoff experience.
Easily integrate with every valuable CX tool in your tech stack to deliver a hyper personalized, seamless experience at every point along the customer journey. Create and nurture leads, provide product recommendations, help with order inquiries, update account information, and much more.
Reflect your unique brand identity in every interaction channel your customers use. Connect multiple channels and chatbots through one CXP, so you can deliver a consistent customer experience in the channel of their choice, provide an efficient agent experience, and save costs at the same time.
Apps unlock dynamic, visual experiences for customers, like booking a meeting, sending documents, or making a purchase all within the chat. The App SDK provides an easy-to-use guideline for building custom-branded Apps in as little as one day. All you need is a great idea and the App SDK by your side.
Event Trigger Block
The Event Trigger Block intelligently interprets conversations to track customer actions, like purchases made from a proactive message or product recommendation. It also supports a speedy and contextual hand off to your human agents when needed.
We introduced new partnerships and integrations
Ada’s partnership with Kustomer
Ada and Kustomer’s self-serve platforms with intuitive, no-code interfaces enable non-technical CX teams to build and deploy an advanced AI chatbot solution in less than 30 days.
Uniting Ada’s codeless, out-of-the-box integrations with Kustomer and other software in your tech stack allows brands to leverage data from all sources to create smooth, frictionless, hyper-personalized brand interactions at any scale.
With empathy is at the core of everything we do, it’s likewise at the core of this partnership. While many brands are trying to deflect tickets, or speak less to customers, Ada’s industry-leading AI/NLP technology combined with Kustomer’s new kind of CRM enables fast-growing B2C brands to put their customers first, grow personalized interactions at scale, and do that without breaking the bank on agent headcount and IT resources.
Smart-keting with Salesforce
Ada’s intelligent automation platform integrates seamlessly with Salesforce to up-level your sales and marketing game by working alongside your agents at every step. Save your reps time and effort, stop the seat-swiveling, and accelerate your pipeline with:
- Routing that’s automatic and accurate: Triage requests and flag inquiries based on sensitivity level, area of interest, geographic location, business vertical, and language — routing the high-value or time-sensitive cases directly to the best agent for their needs.
- Leads that work harder: Intelligent automation gathers information from prospects and feeds that data directly into Salesforce to create, update, and look up lead details automatically, making it easier to keep customer profiles current and giving sales teams insight to personalize conversations when prospects are routed to them.
- Making the most of every seat: When sales and marketing are integrated into a single system, you can get twice the world one without doubling your seats. With the help of a smart chatbot and Salesforce doing the heavy lifting, agents can focus on connecting with your best leads and closing more deals, faster.
Ada Glass for Intercom
Ada Glass is a powerful integration between our bot and CXP ecosystems to seamlessly handoff conversations from chatbot to live agent in the same chat UI, making the experience effortless for your customers. A full transcript and an AI-powered chat summary are passed to your CXM inbox, giving agents the entire context to quickly take over the chat.
You can supplement Intercom with a better AI solution for excellent, scalable CX — especially if your business is growing quickly.
Conversations don’t have to be discontinued and single-sided via emails, product tours, or push notifications. Our automation-first approach leverages Ada’s conversational AI bot across the entire customer journey, from pre- to post-purchase. With Ada added to your Intercom stack, fast-growing businesses can finally unify fragmented sales, marketing, and support experiences in one singular chatbot interface that takes the entire customer experience into account.
Ada Glass for Oracle
Supplement Oracle Cloud Service with a better AI solution to fast-track Automated Customer Experiences across the entire customer journey for your enterprise. The no-code platform frees up your IT resources, cuts costs on IT outsourcing, and places CX in the hands of the teams that work most closely with your customers.
Ada’s intuitive drag-and-drop building interface enables your non-technical teams to build highly personalized customer experiences. Our bot comes with out-of-the-box branded customizability, such as bot icons, web chat icons, live agent avatars, advanced styling, and branding options. The best part? You only need to build 1 bot, which you can then deploy across multiple channels including web, mobile, social, and text messaging.
We launched new apps for Zendesk, ecommerce and more
Zendesk is one of the most popular CXM solutions for our clients, and a valued Ada partner. We’re always looking for new ways to enhance the Automated Customer Experience (ACX) for Zendesk clients.
The Zendesk Sell integration automatically turns pre-sales conversations into qualified leads. You can automate administrative tasks, and triage high-value opportunities to your sales reps so they can focus on what they do best: building valuable customer relationships and winning deals.
Ada is the interaction layer that enables Shopify brands to connect with every customer in a meaningful way.
- Fuel chat-assisted sales: Ada’s AI-powered chatbot predicts what you customers needs, interacts with them in the way they want, and is available at any time to assist them through their pre and post-purchase journey.
- Automate order tracking through Shopify’s API: Use Shopify Order Tracking to provide customers with instant insight into their order status, save your agents time, and drive customer loyalty.
- Accelerate Shopify checkout in one click:Knowing when your customers are ready to checkout, Ada’s bot will send a Shopify cart to the checkout page without pre-loaded cart items.
- Proactive campaigns to unlock more sales: With data enrichment, brands can proactively target customers with personalized coupons, offers, and marketing content that can boost engagement, increase add-to-cart rate, prevent abandoned carts, and convert successful checkouts.
Gorgias, Gladly, and Freshworks
Ada is committed to building more strategic integrations with our partners Gorgias, Gladly, and Freshworks, so their brands can easily automate CX workflows and unlock more valuable brand interactions.
From automating ticket creation, intelligently routing and triaging inquiries, to pulling and pushing customer information for personalized interactions and contextual handoffs, Ada’s bot ensures your agents are reserved for high-value opportunities while, at the same time, your customers receive best-in-class experiences. Arming agents with data-rich context saves support teams time on administrative tasks, reduces call volumes, and increases first response time, resulting in a better overall CX.
With this integration, brands can easily connect their email account to Ada and seamlessly send emails directly from the bot. Brands can use this feature to level up marketing flows, send confirmation emails to customers, send emails after specified points in the conversation, and enhance the customer journey with one unified experience.
Lynn’s career has spanned across different kinds of content, from copywriting, to journalism, to marketing, and even mystery puzzle games. She brings facets from all these disciplines into her work at Ada. Outside of that, Lynn loves playing games, hiking, and reading about trees.