APRIL 2020CIOAPPLICATIONS.COM 19Will you elaborate on the features and functionalities of the platform, and how exactly they help your clients?At the core of our Customer Connection PlatformTM is customer data that better connects the business owner to their customers. Our Artificial Intelligence WebChat technology helps facilitate a conversation, which is a great benefit to businesses and how they engage consumers around the clock. Personalization is another factor--it is the crucial aspect to providing real-time support, and in helping businesses understand the intent of the customer to get them the most relevant information possible. FreshLime offers a prebuilt, automated platform as opposed to a business having to build the platform themselves, record all customer interactions, and then updating the content continuously. For example, if you are in the plumbing business, we have a purpose-built conversational flow when a plumbing customer lands on the website captured through WebChat. The platform will analyze the past or present data to keep the conversation personalized. At the same time, the WebChat figures out what questions to ask, and provides the business necessary information to follow up when that chat session ends.How does FreshLime play a role in directing end-users in the direction they need to pursue?Customer trust is built on credibility. If I need a service or product, I am still going to make sure that the business I choose has excellent reviews. So part of the dialogue in our platform when our customer finishes jobs would be to send them a review request and ask them how their experience was. Reviews are then posted on Google or Facebook so that the next customer who needs that particular product or service has credible reviews to rely on. That is how our Customer Connection PlatformTM can streamline the information customers need at the time they want it.Are there any particular key differentiating factors that give you a competitive edge in the market?I want to mention three key points: 1 - FreshLime is the only platform that connects all small business data--marketing data and transaction data. 2 - When a chat is reported on the website or any platform, our automated Artificial Intelligence-driven WebChat technology uses the latest natural language processing. We are changing the way consumers buy from local businesses through better communication in real-time. 3 - The platform also takes into consideration the intent of the user conversation and proactively educates them. When a customer comes in and asks a question, we take the intent of those questions and then use our platform through SMS or email to proactively tell the customer why a particular company is the best company to work with.Will you tell us about FreshLime's future roadmap for the next couple of years?Our motto is to bring all the conversations that happen through WebChat, Facebook, or Google into one customer connection point. Our Customer Connection PlatformTM will enable businesses to manage all their conversations with customers from a single inbox on our platform. Where it goes next is allowing the consumers to transact easily with that business. Currently, B2B buying is perfected. But for the first time, we are setting a whole new standard for communication between businesses and local consumers by enabling them to interact and transact more efficiently. Anything that brings the consumers in the market closer together is what we are concerned about. Today it is driving a massive amount of interactions and lots and lots of transactions for our small business customers in an environment where remote conversations are more important than ever. Over the last couple of years, our performance evolved from just capturing customer information, customer intent, customer transactions to utilizing that data to help businesses reach out to the customers more proactively
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