Conshohocken, PA, USA, Jan. 21, 2020 -- David's Bridal, a bridal and special occasion authority, announced the debut of their messaging-powered experience for customers, led by concierge bot Zoey. The new solution, enabled by global conversational commerce solutions provider LivePerson, gives customers a white-glove experience through Apple Business Chat – a new way for businesses to connect to customers using the Messages app on Apple products.
Messaging on mobile devices has become the preferred channel for David's Bridal customers, now representing over 50% of their total contact center traffic. The Zoey-led messaging experience is powered by LivePerson's conversational platform, LiveEngage, which connects brands to messaging channels and voice assistants. Within LiveEngage, LivePerson's artificial intelligence orchestrates human agents and bots to provide outstanding consumer experiences at scale.
"Following the success of introducing the messaging option to our customers, we knew we'd hit on something special," said Holly Carroll, Vice President, Customer Service & Contact Center Operations at David's Bridal. "In fact, our customers loved the Apple Business chat option so much that, as we saw their feedback roll in, we decided to replace our email address with the option to message and accelerate our rollout of the feature. Introducing Zoey as a personalized concierge experience was the logical next step to help our customers at every stage of their event journey so they can focus on enjoying every moment of their once-in-a-lifetime experiences."
Zoey will continue to evolve over time with features that will help customers find their dream dresses, great accessories, and the perfect gifts for their occasions. Zoey will also have the ability to connect customers effortlessly with partners that represent the entire event planning ecosystem – a true one-stop shopping experience.
"We are delighted by the overwhelmingly positive response to Zoey and the way David's Bridal is changing how brides plan their weddings, proving once again that if given the option to message, consumers will embrace it wholeheartedly," said Manlio Carrelli, Executive Vice President, Enterprise Business Group at LivePerson. "We're proud to bring this innovative brand online with Apple Business Chat and provide the technology behind Zoey."
Posted by Veronica Silva Cusi, news correspondent
LivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
Published: Wednesday, January 22, 2020
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