SMG Boosts Its Digital Experience Offering

Sandra Radlovački

The new capability lets brands capture actionable customer feedback

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SMG Boosts Its Digital Experience Offering

Experience management software vendor Service Management Group (SMG) has added a new capability – Dynamic Assistance – to its digital experience offering.

Dynamic Assistance combines integrations with personalisation solution provider Conversity and conversational AI technology provider Creative Virtual.

Such a capability leverages conversational AI and guided selling to identify customer needs upfront, which lets brands act accordingly and capture actionable customer feedback.

SMG Vice President of Digital Experience Chris Bosco said: “We’re excited to launch an industry-first capability that we believe will have an impact across the industries we serve.”

“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.”

SMG combines the new insights with feedback data collected across touchpoints to provide brands with a more holistic view of the digital experience, which may improve conversion and increase ROI.

The company’s digital experience offering includes solutions for capturing solicited and unsolicited feedback across various digital touchpoints.

With dynamic assistance, brands can engage customers through the feedback channel, provide real-time service recovery, and turn a negative experience into a positive interaction.

To find out what digitizing customer experience means, check out this article: Tips for Digitizing Customer Experiences in 2022


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