Business Wire

Airship Expands its Platform to Revolutionize Live Chat for Consumers and Brands

Share

Customer engagement company Airship today announced the availability of Airship Live Chat — the industry’s first two-way chat solution that leverages the power of a leading mobile marketing automation platform to proactively create live customer conversations within mobile apps or SMS, increasing conversions, engagement and satisfaction. With Airship Live Chat, marketers can leverage customer behaviors, their location, lifecycle events, or their progress within key journeys, to trigger contextual, real-time and personalized invitations to in-app and SMS chat delivered across existing marketing channels — push notifications, in-app messages, mobile wallets, email and more. With a tap on these messages, customers are connected to sales and service teams either in-app or over SMS to get real-time assistance with purchases or upgrades, discuss questions or concerns, or provide feedback via a conversation. Airship Live Chat makes it quick and easy for brands to create better one-to-one customer experiences across marketing, sales and service, and grow customer lifetime value throughout the customer journey.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210330005418/en/

Airship Live Chat enables marketers to proactively trigger real-time, personalized invitations to chat within the app or over SMS, building automated customer journeys that increase conversions and customer satisfaction. (Graphic: Business Wire)

Airship Live Chat enables marketers to proactively trigger real-time, personalized invitations to chat within the app or over SMS, building automated customer journeys that increase conversions and customer satisfaction. (Graphic: Business Wire)

Forrester Research recently stated: “Among those firms we surveyed that are implementing chat in mobile, only 44% cited cost reduction as a reason while 86% mentioned improving CX ... The first step to creating a differentiated customer experience is understanding your customers' behaviors and intent. Deep personalization requires the ability to track real-time interactions and customer journey information, areas in which many vendors are lacking,” (Forrester Research, Inc., “The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp,” July 27, 2020).

As part of Airship’s Customer Engagement Platform, Airship Live Chat leverages its rich behavioral data, real-time automation, personalization and journeys optimization to bring in-the-moment relevancy to live conversations with customers. Invitations to chat and customer responses appear as threaded messages within the Live Chat Manager, a centralized UI where sales and service agents interact with customers. These teams gain productivity and scale with auto-responses for common questions that can link to further self-service information, as well as message templates for common conversations that can be easily personalized using existing customer data.

A recent evaluation of 190 brands with chatbots found that only six percent of mobile app chatbots and three percent of mobile website chatbots could facilitate escalations to a live chat agent. With Airship’s Open APIs, chatbot conversations can be passed to Live Chat Manager for real-time, human-driven conversations, or, if necessary, forwarded from Live Chat Manager to other sales or support solutions with specific capabilities. Integrations with systems-of-record like CRM, CDP platforms or sales enablement solutions are supported bi-directionally through external data feeds and Airship Real-Time Data Streaming.

Use cases for Airship Live Chat are as varied as real-life conversations and marketers’ imaginations in removing friction and moving customers through marketing, sales and support funnels. Beyond providing exceptionally effective one-to-one experiences, Airship Live Chat can serve very specific use cases:

  • Automatically reach customers on their preferred channels to spark a live chat if they are stalled in completing important goals, from completing purchase form fields to abandoned shopping carts or appointment bookings
  • Include a live chat support link on mobile wallet receipts for curbside pickup, product warranty cards, or travel concierge-enabled mobile boarding passes, with transaction-specific context passed-along to operational teams once activated
  • Send a post-purchase email or SMS that opens a live chat enabling customers to easily upgrade their subscription, set replenishment timeframes, sign up for loyalty programs, or provide feedback

“A largely digital-only, mobile-led year has conditioned consumers to easily compare many options, try new products and services, and commit to new brands longer-term through subscriptions, replenishment and re-ordering, all of which are driving significant brand switching and new loyalties,” said Brett Caine, CEO and president, Airship. “What’s been missing is the more human-side where one-on-one conversations assist customers to close sales, complete enrollments or follow up on service experiences. Airship Live Chat embeds our decade-plus, mobile marketing automation expertise to give brands a fast, easy and highly contextual way to start real-time customer conversations and deliver high-touch sales and services experiences that accelerate business value, grow customer satisfaction and engender loyalty and advocacy.”

Recently, Airship was named a Leader in “The Forrester Wave™: Mobile Engagement Automation, Q3 2020,” receiving the highest score in the Strategy category (tied) and the second highest score in the Current Offering category.

Also, for the second consecutive year, Airship was positioned highest in its ability to execute and also furthest for its completeness of vision in Gartner’s 2020 Magic Quadrant for Mobile Marketing Platforms 1, and received the highest Product Scores across all three Use Cases in Gartner’s 2020 Critical Capabilities for Mobile Marketing Platforms 2, including the Acquisition, Engagement and Retention Use Cases.

1Gartner “Magic Quadrant for Mobile Marketing Platforms” by Mike McGuire, Anna Maria Virzi, Joseph Enever, October 26, 2020

2Gartner “Critical Capabilities for Mobile Marketing Platforms” by Mike McGuire, Anna Maria Virzi, Joseph Enever, October 29, 2020

Gartner Disclosure

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Airship

Thousands of the world’s leading brands rely on Airship to spark closer connections with their customers through highly contextual and relevant interactions. Only Airship’s Customer Engagement Platform takes a mobile-first, data-led approach that enables brands to focus on individuals and their needs, not which marketing channels to use. Airship makes it much simpler and more effective to grow customer lifetime value in the omnichannel era.

With trillions of interactions intelligently orchestrated across mobile apps, mobile wallet, SMS, websites, and email, Airship optimizes the entire customer journey across all digital touchpoints at scale.

For more information, visit www.airship.com, read our blog or follow us on Twitter, LinkedIn and Facebook.

Contact information

North America:
Danielle Stickler
Mission North for Airship
+1 415-749-9124
airship@missionnorth.com

Corey Gault
Airship
+1 503-206-9164
corey@airship.com

UK:
Ana Williams
Airship
+44 (0)20 3405 5160
Ana.Williams@airship.com

Germany:
Kerstin Bauer
Koschade PR
+49 89 55066850
info@koschadepr.de

About Business Wire

For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

EIG Signs $12.4 Billion Infrastructure Deal with Aramco9.4.2021 23:30:00 EEST | Press release

EIG, a leading institutional investor to the global energy sector and one of the world’s leading infrastructure investors, today announced that it has entered into a lease and lease-back agreement with Saudi Arabian Oil Co. ("Aramco"), under which a consortium of investors led by EIG will acquire a 49% equity stake in Aramco Oil Pipelines Company (“Aramco Oil Pipelines”), a newly formed entity with rights to 25-years of tariff payments for oil transported through Aramco’s stabilized crude oil pipeline network. The transaction is valued at approximately $12.4 billion with Aramco holding the remaining 51% stake in the new entity, indicating a total equity value of Aramco Oil Pipelines of approximately $25.3 billion. The pipeline network, which includes all of Aramco’s existing and future stabilized crude pipelines in the Kingdom of Saudi Arabia, connects oilfields to downstream networks. The pipeline network transports 100% of Aramco’s crude oil produced in the Kingdom under its Concessi

Atos, Dassault Systèmes, Groupe Renault, STMicroelectronics and Thales Join Forces to Create the ‘Software République’: a New Open Ecosystem for Intelligent and Sustainable Mobility9.4.2021 15:45:00 EEST | Press release

Elie Girard, Bernard Charlès, Luca de Meo, Jean-Marc Chery and Patrice Caine, respectively the chief executives of Atos, Dassault Systèmes, Groupe Renault, STMicroelectronics and Thales today announced their intention to join forces to create the Software République, a new ecosystem for innovation in intelligent mobility. By pooling their complementary expertise, the partners plan to develop and market together systems and software to provide an enriched and sustainable mobility offer for cities, regions, businesses and citizens. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210409005248/en/ Photo: SOFTWARE RÉPUBLIQUE Artificial intelligence, cybersecurity, connectivity, embedded electronics, and virtual twin technology will contribute to the excellence of these new products and services. This open innovation ecosystem, founded by five leaders in the automotive and technology fields, will welcome new members and develop ope

BIAL Launches New Support Platform to Inspire People With Parkinson’s Disease to Stay Active9.4.2021 15:31:00 EEST | Press release

NOT FOR UK MEDIA DISTRIBUTION BIAL has developed a new resource centre on its Keep It ON website for World Parkinson’s Day 2021 to empower people living with Parkinson’s disease to stay healthy and active and to help them manage their condition. Working in partnership with the European Parkinson's Disease Association (EPDA) as well as experts in nutrition, voice and cognition, BIAL plans to create a wealth of resources covering four key areas: Nutrition: Nutritionist Diana Miranda explains in her videos the importance of keeping hydrated and gives tips on managing common symptoms in Parkinson’s disease such as constipation. The page also features videos from chef Fábio Bernardino discussing recommended recipes for people with the condition. Exercise: Videos of physiotherapist Josefa Domingos from the EPDA demonstrate challenging and engaging exercises for people with Parkinson’s disease to do at home. Voice: Voice exercises by Speech Therapist Rita Cardoso are included to help improve

Comment by the Chair of Toshiba’s Board on the Acquisition Proposal9.4.2021 09:49:00 EEST | Press release

Osamu Nagayama, Chairperson of the Board of Directors of Toshiba Corporation (TOKYO:6502) has commented on the acquisition proposal from CVC Capital Partners as below. As announced in the public statement dated April 7th, Toshiba has received a preliminary and non-legally binding initial proposal from CVC Capital Partners (CVC) regarding the acquisition of Toshiba and to get the same privatized. This initial proposal by CVC was completely unsolicited and not initiated by Toshiba by all means. The proposal does not go through detailed review of Toshiba business. Further, CVC’s initial proposal is conditional on a variety of matters such as clearances of the Anti-trust registrations of the relevant jurisdictions, the Foreign Exchange and Foreign Trade Act of Japan and necessary financing. Furthermore, the proposed transaction is not contemplated to be financed by CVC alone; rather, it is indicated in CVC’s proposal that it would seek financing assistance from certain co-investors and fin

Exscientia Announces First AI-Designed Immuno-Oncology Drug to Enter Clinical Trials9.4.2021 08:30:00 EEST | Press release

Exscientia, a leading artificial intelligence (AI)-driven pharmatech company, today announced the first AI-designed molecule for immuno-oncology to enter human clinical trials. The A2a receptor antagonist, which is in development for adult patients with advanced solid tumours, was co-invented and developed through a Joint Venture between Exscientia and Evotec, including application of Exscientia’s next generation 3-D evolutionary AI-design platform as part of Centaur Chemist®. The drug candidate has potential for best-in-class characteristics, with high selectivity for the target receptor, bringing together potential benefits of reduced systemic sides effects as well as minimal brain exposure to avoid undesired psychological side effects. Preclinical data related to this project will be presented at the American Association for Cancer Research (AACR) annual meeting to be held 9-14 April, 2021. With this announcement, the company’s AI technologies and drug-hunting expertise are now resp

Northern Data sells Texas data center operations to Riot Blockchain Inc. for approximately EUR 550 million - operational EBITDA guidance for fiscal year 2021 remains unchanged8.4.2021 16:16:00 EEST | Press release

Northern Data AG (XETRA: NB2, ISIN: DE000A0SMU87), a leading developer and operator of High-Performance-Computing ("HPC") infrastructure solutions, sells its U.S. subsidiary Whinstone Inc., which operates a high-performance data center facility based in Rockdale, Texas, to Riot Blockchain Inc. (NASDAQ: "RIOT"), one of the largest U.S. based publicly-traded bitcoin miners in North America. The consideration in the transaction consists of EUR 67 million in cash component (cash and debt-free) and 11.8 million shares of common stock of Riot Blockchain Inc., which, based on the Riot Blockchain Inc. last closing share price (record date April 7, 2021: USD 48.37), corresponds to a total value of EUR 481 million. Consequently, the total volume of the transaction amounts to approximately EUR 548 million. Upon closing of the transaction, Northern Data AG will own approximately 12% of the total outstanding common stock of Riot Blockchain Inc. Northern Data AG pursues a multi-site strategy with st

Skyhook to Provide Enhanced Location Services for Microsoft Products and Services8.4.2021 16:00:00 EEST | Press release

Skyhook announces that it has entered into a strategic collaboration agreement with Microsoft. Under the agreement, Skyhook’s Precision Location solutions will now be utilized by Microsoft to augment and improve the delivery of geolocation services to Microsoft products and services. Skyhook offers a global hybrid positioning service called the Precision Location solution that combines Wi-Fi, cell, GPS, IP address and other location information to provide accurate, available and efficient location positioning services around the world. The deal enables Microsoft to use Skyhook’s solution to provide customers with accurate and user-controlled location-based experiences in Microsoft products and services. Leveraging Skyhook’s Precision Location services will provide Microsoft with network-based Wi-Fi and Cellular positioning. “Skyhook’s Precision Location solution is a leading independent positioning service,” said Craig Waggy, CEO, Skyhook. “We are proud to support Microsoft through the

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom