Latest Intent-Based Offer Solution Helps Companies Dramatically Improve Clicks and Conversions Across Online Customer Service Channels
TORONTO, April 29, 2014 — IntelliResponse, providers of the most widely deployed enterprise virtual agent technology, today announced the launch of OFFERS, an innovative intent-based offer solution that presents real-time, customized promotions to customers in the context of a customer service interaction. When a customer asks a question online through a virtual agent and receives an accurate, helpful answer, OFFERS then delivers a highly relevant offer, targeted to their immediate needs. This seamlessly and automatically guides the customer to explore new products or services and make purchases.
OFFERS leverages the power of customer permission – the moment when a customer voluntarily engages with a brand and is most receptive to timely, helpful and relevant offers. When combined with an exchange of value, such as an answer to a question, permission-based marketing greatly increases the odds of conversion and drives top-line revenue. It also builds trust with the customer by providing them with valuable, personalized information rather than unprompted marketing.
Using OFFERS, one of the ten largest banks in the U.S. was able to increase online conversion tenfold in an A/B test for cards, mortgages and accounts. A second top ten bank experienced a 46 percent increase in click-throughs, a 17 percent increase in applications started and a 16 percent increase in applications completed after implementing this transformative solution.
“Customer service is the new marketing,” says David Lloyd, CEO of IntelliResponse. “With OFFERS, we are integrating CRM and marketing functions into a single streamlined and automated process. Our technology brings together two important parts of the enterprise that have often operated in isolation from one another, making each more effective and productive.”
Mitch Kramer, Senior Vice President at Patricia Seybold Group and Principal at Greenhill Analysis, says, “Consumers’ demand for self-service options has been growing steadily every year. IntelliResponse OFFERS lets marketers capitalize on this growth by delivering personalized promotions in context to customers who are primed to receive them.”
OFFERS can be easily integrated into a company’s existing CRM system so that marketers can improve targeting and campaigns. Deploying powerful natural language processing and patented intent-recognition technology, OFFERS is able to generate promotions for the consumer that are highly personalized and likely to convert to a sale. In addition to giving customers the answers they need, companies can anticipate future needs by cross-selling or upselling their own products or incorporating third-party advertising, thereby generating new revenue streams.
Product Availability
OFFERS is currently available to IntelliResponse customers, within the self-service suite which includes ANSWERS, a virtual agent solution and VOICES, a market research data visualization tool.
Additional Resources
To learn more about IntelliResponse OFFERS, please visit
http://www.intelliresponse.com/products/intelliresponse-virtual-agent/offers/
Follow IntelliResponse on Twitter @IntelliResponse and on Facebook at http://www.facebook.com/IntelliResponseInc
About IntelliResponse Systems
IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.
Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What’s more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.
IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world’s most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse – including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Penn State University,Yale University and Harvard University Extension School.
