Airship Expands its Platform to Revolutionize Live Chat for Consumers and Brands
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)
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.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20210330005418/en/
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
Zayed Sustainability Prize Opens Global Call for Submissions for 2027 Cycle26.1.2026 17:25:00 EET | Press release
The Zayed Sustainability Prize, an affiliate of Erth Zayed Philanthropies and the UAE’s pioneering global award for sustainability and humanitarian innovation, has opened submissions for its 2027 cycle. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260126912976/en/ Winners of the 2026 Zayed Sustainability Prize (Photo: AETOSWire) The Prize carries forward the vision and legacy of the UAE’s founding father, Sheikh Zayed bin Sultan Al Nahyan, by supporting those advancing a more inclusive and sustainable world. Now in its 18th year and with a total of US $7.2 million in funds, the Prize invites small and medium enterprises, nonprofit organisations, and high schools to submit innovative solutions across six categories: Health, Food, Energy, Water, Climate Action, and Global High Schools. Commenting on the launch of the 2027 submissions cycle, H.E. Dr. Sultan Ahmed Al Jaber, UAE Minister of Industry and Advanced Technology and
2026 Japan Prize: Two U.S. Scientists and One Japanese Scientist Awarded26.1.2026 16:00:00 EET | Press release
The Japan Prize Foundation announced the winners of the 2026 Japan Prize at 1:00 p.m. on 21 January 2026. Prof. Cynthia Dwork (USA) has been awarded the Japan Prize in the field of Electronics, Information, and Communication. Prof. Shizuo Akira (Japan) and Prof. Zhijian "James" Chen (USA) have been awarded the Japan Prize in the field of Life Sciences. For this year’s Japan Prize, Prof. Dwork is being recognized for her Contribution to leading research for building an ethical digital society, including differential privacy and fairness. Prof. Akira and Prof. Chen are being recognized for their Discovery of the nucleic acid sensing mechanism by the innate immune system. For the 2026 Japan Prize, the Foundation asked approximately 16,000 prominent scientists and engineers from around the world to nominate researchers working in this year’s fields. We received 107 nominations for the field of Electronics, Information, and Communication, and 185 nominations for the field of Life Sciences.
Uzbekistan, the Engine of Central Asia: GDP Above USD 145 Billion and Exports Rising to USD 33.4 Billion – Embassy of the Republic of Uzbekistan in Italy26.1.2026 15:31:00 EET | Press release
With a GDP exceeding USD 145 billion, exports of USD 33.4 billion up 23 percent, and gold reserves surpassing USD 60 billion, Uzbekistan enters 2026 with solid and steadily strengthening macroeconomic indicators. The Embassy of the Republic of Uzbekistan in Italy claims that the climate of confidence, reaffirmed in the State of the Nation Address delivered on 26 December by President Shavkat Mirziyoyev, is reflected in international trade data: total foreign investment has reached USD 43.1 billion, equal to 31.9 percent of GDP. This trajectory has also contributed to an improvement in the country’s sovereign rating, upgraded to BB by the leading international rating agencies. For the current year, the Government forecasts economic growth of 6.6 percent, with GDP estimated at USD 167 billion. A total of 782 new industrial and infrastructure projects will be launched, with an overall value of USD 52 billion, including 228 large production facilities as early as next year. The focus will
Novaliq Receives FDA IND Clearance to Advance NOV05 in a Phase II Clinical Trial in Non-infectious Anterior Uveitis26.1.2026 15:00:00 EET | Press release
Novaliq, a biopharmaceutical company focusing on first- and best-in-class ocular therapeutics based on its unique water-free EyeSol® drug category, today announced that the U.S. Food and Drug Administration (FDA) has cleared its Investigational New Drug (IND) application for NOV05, the company’s first IND for treating inner-eye diseases. NOV05, tacrolimus ophthalmic solution in EyeSol®, is a unique, steroid-free topical anti-inflammatory treatment. The IND clearance enables initiation of the EYETAC Phase II clinical trial in patients with non-infectious anterior uveitis (NIAU). Anterior uveitis is an inflammation of the inner eye including the iris and ciliary body, that typically causes a red, painful, light‑sensitive eye and can lead to vision loss if not treated promptly. NIAU represents 67-90% of uveitis cases in the developed world.1 To treat uveitis a drug must reach the uveal tract inside the eye. Current treatment choices are limited to corticosteroid eye drops and, if insuffic
Lucend, Formerly Coolgradient, Raises $3.3M to Bring Transparent AI to Data Centers to Increase Uptime and Reliability While Maximizing Efficiency26.1.2026 15:00:00 EET | Press release
Lucend today announced that it is bringing its transparent data center optimization to the U.S. market, helping enterprises illuminate complex operational environments and empowering data center operators, innovation officers, and sustainability officers with the intelligence they need to act with trust, accuracy, and confidence. Lucend’s Transparent AI platform connects to existing infrastructure, no new hardware required, to transform static systems into adaptive, self-learning environments. The software takes existing sensor data to see connections across 300 billion sensor readings. Lucend’s AI analyzes billions of data points daily and provides prescriptive recommendations. The intelligence that Lucend’s platform delivers “shows its work,” empowering operators and delivering verifiable impact across enterprise environments that demand both performance and trust. “Lucend’s Transparent AI platform analyzes billions of data points daily and provides prescriptive recommendations that
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