The way that the world of business works today is that you need to be able to have those targeted conversations with the right customers at the right time, in the right place, and in the right way. Online users in particular demand a certain level of instant connection. If they don’t get the answers they want right away, they are apt to move on to the next viable alternative.
Facilitating your ability to have personalized and targeted conversations with customers is Acquire, a complete multi-channel messenger packed with invaluable features.
Sparking a Conversation
Utilized by such notable businesses as Samsung, Audi and Penske, as well as the UK government, Acquire is positioned as a customer communication platform.
The objective here is to provide you with a messaging platform where you customers can connect with your sales and support teams in a quick, efficient, and user-friendly manner. But really what is key here is that the communication through Acquire extends beyond what your sales and support teams are able to deliver.
And a big part of this has to do with the remarkable artificial intelligence (AI) that Acquire employs for its chatbots. This can automate much of the process to deliver faster, more personalized support in a way that is utterly seamless, working right alongside your human team to provide the best customer experience possible.
Live Chat and Chatbots
You may have noticed that an increasing number of websites on the Internet provide some sort of “live chat” functionality, all without having to go to an actual “live chat” page or to initiate a session directly. This is powered through a little “chat” icon that is omnipresent across all pages.
With Acquire live chat, your agents are able to talk to customers both on your website and through your mobile app. This can include regular text-based chat sessions with support for links, thumbnails and images, but also live video chat for the fastest and most efficient customer support. This is terrific for sales too, because it means you’re able to reach the right customers at the perfect time.
But what if you don’t have human agents available 24 hours a day, 7 days a week? Or what if there are certain routine questions and queries that are not the best use of human resources? That’s where the modern, AI-based chatbot from Acquire can step in. All you have to do is import your existing FAQs, chat history and knowledge base. Your bot can then use this to build its foundation for interacting with customers.
The chatbot is constantly learning based on its interactions with customers, so it only gets smarter and better over time. Common customer questions can be answered quickly and efficiently. This includes sales inquiries for improved conversions and support questions for intelligent suggestions. You can review the questions your bot has been answering and refine as needed for future inquiries.
When more complex issues arise, a human agent can be assigned to pick up where the chatbot left off. Indeed, the chatbot recognizes how to best route a customer query to the best possible human representative. And even where a human team member wasn’t called in to intervene, it’s easy enough to review the bot conversations and pass along the key customer details to a human team member for follow-up. Remember that the goal is an exceptional customer experience.
The Advantage of Co-browsing
Another major component to the Acquire platform is a feature they call co-browsing. This allows your agents to interact with a customer’s web screen in real time.
This is hugely advantageous over conventional sales and support chats, where needed, because it means that a customer doesn’t have to capture a screenshot, find somewhere to save it, and then figure out how to get that screenshot to an agent. To provide the best user experience, co-browsing allows customers to show agents where they’re having difficulty, while also allowing agents to show customers how to best resolve their issue.
The cobrowse feature isn’t just simple screen sharing either. For example, it’s possible for agents to interact with what is shown on the customer’s screen using drawing and highlighting tools. They can point out that they should fill out “this” field or that they need to click “that” button or that “this” section is used for whatever purpose.
Agents can also navigate customers through your website on their behalf to help them get to where they need to go. What’s more, co-browsing with Acquire works not only on your own company website, but also on other sites. All you have to do is put the URL in a co-browse box on the dashboard and your agents and customers can share in the experience in real-time.
No third-party downloads are necessary, and you can mask out private data and fields (like credit card information) so your agents can’t see or interact with them. Security is certainly a priority. Co-browsing works in parallel with live chat or video chat, as well as with phone representatives working at call centers too.
What Else Can It Do?
The goal with Acquire as a platform is to provide the tools you need to “encourage customer engagement and success across the board.”
The advanced AI sales and support chatbot can automate much of your customer interactions, freeing up time and resources for your human team. This can boost productivity, because the chatbot can handle more routine inquiries on their behalf. Co-browsing adds great value to the customer experience too, as does the integrated video and voice chat.
Beyond that, you’ll find the ability to create campaigns to segment customers based on behavior, manage customer profiles so you can best target them with the relevant promotions and campaigns, and dive into the deep analytics with plentiful data to boost sales, identify successes, and improve support.
How Much Does It Cost?
Acquire is offered in three main pricing tiers to suit a range of businesses.
The basic tier is free and includes one agent. The scope here is modest, allowing for 250 customer profiles, one campaign, and the basic chat messenger. The $25 (per agent) premium tier adds co-browsing and screensharing, video and voice chat, complete integrations, and unlimited campaigns and customer profiles. The $200 team plan is the most popular with 5 agents ($40/month more for additional agents), the AI chatbot, mobile SDK, video and voice call recording, and team analytics.
Take Acquire out for a free test drive for 14 days. Set-up is easy and no credit card is required.