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Kansas City, MO, USA, May 16, 2022 -- Service Management Group (SMG), an enterprise customer and employee experience management partner to brands, has enhanced its digital experience offering with a dynamic assistance capability that leverages initial integrations with personalization solution provider Conversity and conversational AI technology provider Creative Virtual. The capability helps brands identify and address friction points, provide in-the-moment issue resolution and increase conversion rates.
Despite the continued growth of e-commerce, cross-industry conversion rates remain around 3%, presenting brands with a great deal of opportunity to improve the online customer experience, enhance performance and grow sales. Winning brands are turning to responsive technology that offers right-sized customer engagement, removes purchase barriers and elevates the digital experience. SMG’s new dynamic assistance solution features dynamic guided selling flows to help visitors locate products and logic-based chat assistance to provide critical in-the-moment support.
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"We’re excited to launch an industry-first capability that we believe will have an impact across the industries we serve," said SMG Vice President of Digital Experience Chris Bosco. "Dynamic assistance was designed to help brands improve digital conversion by providing responsive assistance and real-time problem resolution for customers who experience an issue during their online shopping experience."
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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About SMG:
SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.
About Creative Virtual:
Creative Virtual has played an important role in the advancement of this technology and the ways in which it can be implemented. Our expert team closely monitors trends and the evolution of customer and employee engagement in order to provide organisations with cutting-edge chatbot, virtual agent, live chat and conversational AI solutions. Today we are a provider in the industry, being named the 2019 Product Leader in AI-Enhanced Customer Self-Service by Frost & Sullivan and winning The Queen’s Awards for Enterprise: Innovation 2017.
Published: Tuesday, May 17, 2022
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