Product innovations equip retailers with AI-driven chatbots to interact with customers during the critical post-purchase experienceSAN FRANCISCO, CALIF., December 1, 2016 — Narvar today announced new product enhancements to help retailers tap into the power of artificial intelligence (AI) to respond to customer demand for highly personalized experiences. Narvar’s platform addresses the gap between purchase and fulfillment, turning the post-purchase experience into a “new moment of truth.” The company is launching a bot integration for Facebook Messenger for smart, relevant communications related to package delivery status as well as Smart Knowledge Base, a bot to anticipate and answer questions that customers may have during the package tracking experience.“Narvar processes more than 2 billion consumer transactions per year, so we are always learning more about when, where and why people are happy, engaged or frustrated,” said Maria Latushkin, recently appointed CTO of Narvar. “Retailers can now add Narvar's new layer of intelligence to communicate more effectively with customers during the post-purchase experience.”
Narvar’s AI-driven chatbot integration with Messenger answers common natural-language questions about package tracking and delivery, personalized to that customer. Rather than encouraging customers to call support or visit a general FAQ page, retailers can send proactive delivery updates and personalized messages through the platform customers prefer. In its initial launch, Narvar has already seen 50% of consumers opt in to receive tracking updates via Messenger, while the other 50% opt in for SMS updates.In the near future, Narvar’s chatbot will also allow retailers to deliver other post-purchase information, including how-to guides, product offers and recommendations, all customized with their brand voice. As one of the world’s most widely adopted channels, Messenger offers a convenient way for retailers using the Narvar platform to communicate directly with shoppers, optimize customer support resources and drive incremental revenue. Many retailers are leveraging these capabilities including DSW, BCBG Max Azria, The Limited and GameStop.
Narvar’s Smart Knowledge Base provides contextual help to shoppers within the package tracking experience, anticipating customer needs at different points in the journey to predict and provide the correct information at that moment. Retailers can meet customers’ expectations for relevant communications on their terms while reducing call center volume. In the future, the bot will also incorporate advanced AI capabilities to continuously learn and react to consumer behaviors.
“Retailers are shifting how they communicate with consumers, and Narvar’s AI is helping them transcend channels,” says Amit Sharma, CEO of Narvar. “We’re platform-agnostic, and in the future our AI will extend brand interactions across email, voice and other emerging platforms.”“What consumers are looking for when interacting with their favorite brands is ever evolving,” said Nathan Dierks, Director, Web Operations at BCBG Max Azria Group. “Tapping into Narvar’s AI-driven capabilities ensures we can effortlessly integrate our post-purchase experience with communication channels, like Facebook Messenger, that our customers already trust.”“In today’s competitive ecommerce landscape, we’re able to differentiate ourselves by providing shoppers the delivery information they want and need most,” said Brian Seewald, Vice President of Digital at DSW. “The Narvar chatbot on our Ask DSW Facebook page allows us to tap into the power of AI to serve our customers in a conversational way, and to deliver the information on demand.”Facebook® , Facebook Messenger™, and others are among the trademarks of Facebook, Inc.Check out "How to Succeed with Conversational Commerce" for a strategic framework to approaching retail chatbots.
Andria is Global Director of Marketing & Communications at Narvar. She grew up in entertainment at iconic brands like EMI & MTV before pivoting to ecommerce, most recently at Walmart.com.