With Ada Engage, businesses will easily avoid departmental silos that have hindered organisations
Ada, the market leader in Automated Customer Experience (ACX), announced today its biggest launch to date, Ada Engage.
The company is committed to revolutionising how businesses deliver valuable interactions across every stage of the customer journey. With Ada Engage, businesses will easily avoid departmental silos that have hindered organisations’ ability to put the customer first. Organisations will be able to automate even more interactions, from lead capture to acquisition and through to retention and up-sell.
Throughout 2020, Ada helped hundreds of category leaders worldwide to automate more than 1.5 billion customer interactions. Zoom, Facebook, and Square are just some of the organisations that have been using Ada to better understand their customers. By including Ada Engage in its suite of solutions, Ada can now extend the significant results it had delivered for customer support teams across the full customer experience.
Many organisations still find it difficult to fully understand their customers, stating that organisational silos and fragmented customer data are the main culprits of bad customer experience initiatives. This is where Ada helps clients to reconcile customer interests with internal departmental interests and bring the two into alignment.
Mike Murchison, CEO and co-founder, Ada, said:
“Relationships between brands and customers have changed forever, and digital-first companies are breaking down traditional CX silos”
“Ada Engage reflects the interests of our most savvy clients. They understand that the same person who visits your website searching for information can become your customer a moment later, asking for support. They are using Ada to aggregate data and stitch together that journey, so they can engage with customers more meaningfully”, adds Murchison.
Relying on its tested automation-first approach, Ada advocates that the primary focus of human customer service agents should be the most complex and highest value activities, while automation takes on simple requests. This way live agents and sales representatives boost their productivity by having relevant customer and prospect information at hand.
Research says that 85 percent of customers look to receive proactive information from companies. Achieving this measure of engagement comes with increasing costs or compromised quality. In order to avoid these, Ada Engage offers proactive messaging which enables brands to make the first move while keeping interactions personalised and meaningful.
Additional features include:
Bas Lucieer, Lead ACX at LiteBit, said: “Ada is the great unifier of our customer experience from customer acquisition, to in-product activation, retention, and product feedback. Every team at LiteBit is working together on our automated customer experience strategy, and our customers benefit the most from our proactive, personalised approach.”