Published
Jan 23, 2020
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David's Bridal debuts Zoey' messaging concierge

Published
Jan 23, 2020

Bridal retailer David's Bridal is giving its business a tech boost with the launch of Zoey, a new concierge bot that helps users meet their wedding day customer service needs through mobile devices. 


Zoey, David's Bridal's new messaging concierge - Liveperson


Zoey is enabled by global conversational commerce solutions provider LivePerson and operates through Apple Business Chat. Through LivePerson's conversational platform, LiveEngage, customers can connect with both human agents and bots who can assist them with actions including booking appointments, texting with stylists and placing secure orders. 

If a customer chooses to use the messenger, a conversation with Zoey will open instantly in the 'messages' app. With Apple Business Chat, customers can message at any time and follow up on conversations where they left off, as chats are preserved like any other message and not automatically deleted after a period of inactivity. 

The bridal retailer is also using the new chat suggestions feature in iOS 13, which offers the option to start a business chat conversation when a customer taps to call David's Bridal customer service. 

"We are delighted by the overwhelmingly positive response to Zoey and the way David's Bridal is changing how brides plan their weddings, proving once again that if given the option to message, consumers will embrace it wholeheartedly," said Manlio Carrelli, executive vice president, enterprise business group at LivePerson.

"We're proud to bring this innovative brand online with Apple Business Chat and provide the technology behind Zoey."

According to the company, which introduced messaging options to its business last year, messaging on mobile devices has become the preferred channel for its customers, representing over 50% of total contact center traffic, and David's Bridal is currently the only wedding retailer to offer this service.

David's Bridal said that switching from voice calls to messaging led to significant increases in customer service and operational efficiency metrics, reporting that 41% of customers opted to use messaging versus waiting on hold; that messaging trended over 60 net promoter score (NPS), that the company achieved 90% first call resolution compared to 73% on voice channel. The company also said that the switch reduced contact center operating costs by over 30% and shifted 30% of appointment booking phone traffic out of stores.

According to the company, Zoey will continue to be improved and updated over time with features that will better help customers move through the retail process of their wedding day, including features that will help connect customers with partners that represent "the entire event planning ecosystem."

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