Airship Expands its Platform to Revolutionize Live Chat for Consumers and Brands
30.3.2021 16:00:00 EEST | Business Wire | Press release
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
One Biosciences Announces Data Validating New Method for Single-Cell Transcriptomic Tumor Profiling from Clinical Pathology Samples30.7.2026 22:03:00 EEST | Press release
One Biosciences, a techbio company pioneering clinical-grade single-cell tumor profiling, today announced data establishing that single-cell RNA expression profiles can be generated from the standard, formalin-fixed paraffin-embedded (FFPE) pathology specimens obtained in routine cancer care using the company’s proprietary platform, OneMap™. The study, conducted with collaborators at Centre Léon Bérard, Hôpital Bichat–Claude Bernard, Institut Curie, and Memorial Sloan Kettering Cancer Center, was released as a preprint on BiorXiv. “Every tumor is a unique ecosystem of many different types of cells, some cancerous, some not. Single cell profiling enables us to understand what those cells are, what they’re doing and potentially how that may impact treatment outcomes,” said Helena Yu, MD, thoracic medical oncologist at Memorial Sloan Kettering Cancer Center. “Until now that type of analysis required different types of samples and workflows than we deploy in clinical care. This study shows
Myers Industries Launches European Production of Scepter Military Packaging30.7.2026 19:04:00 EEST | Press release
Myers Industries, Inc. (NYSE: MYE), a leading manufacturer of Products that Protect™, today announced that its Scepter business has launched production of military ammunition containers in Europe through Scepter International Poland sp z o.o. Production began earlier this year at a privately owned contract manufacturing facility in Poland that was selected by Scepter following a rigorous evaluation process. Initial customer shipments commenced in April 2026. Scepter manufactures a growing portfolio of proprietary ammunition containers using advanced resin compounds. Already fielded by military customers across NATO and allied nations, the ammunition containers are now being produced in Europe to better serve regional demand. Scepter's lightweight, reusable polymer packaging replaces traditional wood and metal containers. The result is improved soldier handling; reduced transportation weight and logistics burden; greater fuel efficiency; lower lifecycle costs; and a durable, corrosion-r
ARIS Recognized as a Leader in First Gartner® Magic Quadrant™ for Digital Twin of an Organization Platforms, Believes This Reinforces Need for Trusted Governance and Control of Enterprise AI30.7.2026 19:00:00 EEST | Press release
ARIS, the process context platform enabling enterprise AI deployment, today announced its recognition as a Leader in the inaugural Gartner Magic Quadrant for Digital Twin of An Organization (DTO) Platforms – where it believes agentic AI, autonomous workflows, and enterprise governance converge. As enterprises move from AI experimentation to autonomous agent deployment, a critical challenge emerges: how do you safely scale autonomous AI when the enterprise lacks a unified digital twin – a single source of truth for processes, data, governance, and outcomes? Gartner describes the DTO as a dynamic software model that relies on operational and contextual data to understand how an organization operationalizes its business model, connects with its current state, responds to changes, deploys resources, simulates future states and delivers customer value. "Enterprises are rightfully ambitious about agentic AI and autonomous workflows," said Guillaume Bacuvier, CEO of ARIS. "But they're discove
Kingswood Capital Management Raises $4 Billion Across Two Oversubscribed Middle-Market Funds30.7.2026 18:00:00 EEST | Press release
Kingswood Capital Management, L.P. (together with its affiliates, “Kingswood”), a Los Angeles-based investment firm focused on the middle-market, today announced the final closing of Kingswood Capital Opportunities Fund IV, L.P. (together with its parallel fund, “Fund IV”), with total capital commitments of $3.1 billion, as well as Kingswood Capital Opportunities Small Cap Fund I, L.P. (together with its parallel fund, “Small Cap Fund I”), with total capital commitments of $900 million. These funds more than double Kingswood’s total assets under management (“AUM”) to over $7 billion. Fund IV represents the fourth institutional fundraise in five years for Kingswood and is more than double the size of Fund III. Both Fund IV and the inaugural Small Cap Fund I were significantly oversubscribed in just five weeks. Fund IV exceeded its initial target of $2.25 billion, while Small Cap Fund I exceeded its initial target of $550 million and both closed at their hard caps. The successful fundrai
CyrusOne Names John Hatem Chief Executive Officer to Accelerate its Global Digital Infrastructure Strategy30.7.2026 16:30:00 EEST | Press release
CyrusOne (the “Company”), a leading global data center owner, developer and operator, today announced the appointment of John Hatem as Chief Executive Officer and a member of the Company’s Board, effective immediately. As part of the Company’s long-term succession planning, Eric Schwartz, who successfully led CyrusOne through a period of significant expansion, is stepping down as CEO and will work together with Hatem to ensure a smooth transition. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260730005910/en/ John Hatem Hatem joined CyrusOne in 2011 and has held a series of increasingly senior roles across the business. He most recently served as President, responsible for global sales, global procurement, and design, engineering, and construction in the United States. His deep experience in data center design, development, and operations has helped transform CyrusOne into one of the world’s leading digital infrastructure p
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