With the Simplr Conversation Commerce Suite, Mack Weldon offers the value-added service levels that "mirror the in-store experience" and give a strategic differentiator for the brand.
FREMONT, CA: With brands facing increased pressure to provide always-on, exceptional customer service that increases revenue, Simplr's Conversational Commerce Suite offers a set of capabilities that combine people, technology, and data to help CX and digital teams offer premium customer service levels that make buying easier for customers, and drive revenue for their brands.
Simplr, a human-first, machine-enabled customer experience solution, is forging a new direction in the age of NOW CX, enabling brands and retailers to not only deliver fast responses and outstanding support through digital platforms but also to help turn CX teams into revenue drivers for their companies by arming teams with the resources and data they need to make and prove their revenue effect.
Conversational Commerce Boosts 40 Percent Increase in Conversation to Purchase Rate for Mack Weldon.
With the Simplr Conversation Commerce Suite, Mack Weldon offers the value-added service levels that "mirror the in-store experience" and give a strategic differentiator for the brand. AI-driven personalized product recommendations offered by Simplr customer service specialists and on the basis of a customer's inquiry and/or their past purchase history have led to a 28 percent conversion rate from conversation to purchase; a 40 percent lift on conversion rates before using Conversational Commerce; and improved the buying process for Mack Weldon customers.
"When buyers on our site have questions about our products, we really want to mirror those engagements that they would get in a store - letting customers have real conversations with us, and making buying easier," stated Sam Roden, Mack Weldon's Senior Manager Customer Service. "Our goal isn't to act as sales people, but being able to recommend products they might like based on what they're asking about, or what they've bought from us before, often adds a lot of value to the experience."