Airship adds Airship Live Chat to enable contextual consumer engagement

Customer engagement company, Airship, has launched Airship Live Chat, which, according to the firm is the industry’s first two-way chat solution that uses its mobile marketing automation platform to proactively create live customer conversations within mobile apps or SMS, increasing conversions, engagement and satisfaction.

Airship Live Chat, enables marketers to use customer behaviors, their location, lifecycle events, or their progress within key journeys, to trigger contextual, real-time and personalized invitations to in-app and SMS chat delivered across existing marketing channels — push notifications, in-app messages, mobile wallets, email and more.

With a tap, customers can be connected to sales and service teams either in-app or over SMS to get real-time assistance with purchases or upgrades, discuss questions or concerns, or provide feedback via a conversation. Airship hopes that Airship Live Chat will make it simple for brands to create better one-to-one customer experiences across marketing, sales and service, and grow customer lifetime value throughout the customer journey.

According to a recent port from analyst firm Forrester, among those firms, that it surveyed that are implementing chat in mobile, only 44% cited cost reduction as a reason while 86% mentioned improving CX … For Forrester, the first step to creating a differentiated customer experience is understanding your customers’ behaviors and intent. Deep personalization requires the ability to track real-time interactions and customer journey information, areas in which many vendors are lacking.

As part of Airship’s Customer Engagement Platform, Airship Live Chat leverages its rich behavioral data, real-time automation, personalization and journeys optimization to bring in-the-moment relevancy to live conversations with customers. Invitations to chat and customer responses appear as threaded messages within the Live Chat Manager, a centralized UI where sales and service agents interact with customers. These teams gain productivity and scale with auto-responses for common questions that can link to further self-service information, as well as message templates for common conversations that can be easily personalized using existing customer data.

A recent evaluation of 190 brands with chatbots found that only 6% of mobile app chatbots and 3% of mobile website chatbots could facilitate escalations to a live chat agent. With Airship’s Open APIs, chatbot conversations can be passed to Live Chat Manager for real-time, human-driven conversations, or, if necessary, forwarded from Live Chat Manager to other sales or support solutions with specific capabilities. Integrations with systems-of-record like CRM, CDP platforms or sales enablement solutions are supported bi-directionally through external data feeds and Airship Real-Time Data Streaming.

A largely digital-only, mobile-led year has conditioned consumers to easily compare many options, try new products and services, and commit to new brands longer-term through subscriptions, replenishment and re-ordering, all of which are driving significant brand switching and new loyalties. What’s been missing is the more human-side where one-on-one conversations assist customers to close sales, complete enrollments or follow up on service experiences.

Brett Caine, CEO and president, Airship