David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease
Company Size
1,000+
Region
- America
- Europe
Country
- United Kingdom
- United States
Product
- Conversational Commerce
- Interactive Voice Response
- Apple Business Chat
Tech Stack
- AI and automation
- SMS messaging
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
David’s Bridal is an international wedding dress destination with more than 330 stores throughout North America and the United Kingdom. Founded as a neighborhood bridal salon in Fort Lauderdale, Florida, nearly 70 years ago, the company has stayed true to its guiding principle that each bride deserves the wedding of her dreams. By working directly with top designers and manufacturers, David’s Bridal keeps costs low while maintaining high quality.
The Challenge
David’s Bridal, an international wedding dress destination, was facing a unique challenge. When shopping for wedding dresses, 50% of brides were calling stores to book appointments. If the stores were closed or sales agents couldn’t get to the phone in time, they were losing business. Agents sometimes had to step away from the brides they were helping to answer the phone, creating a poor experience for in-store customers. The company wanted to be available for customers 24/7 without having to add additional staff. They believed AI and automation could help and began looking at different chatbot providers.
The Solution
David’s Bridal first rolled out Interactive Voice Response (IVR) deflection in February 2019, giving customers calling into their 800 number the option to switch to SMS messaging. Within 30 days, 30% of callers were choosing to message instead. The company soon looked to other ways to shift call volume to messaging, including adding an SMS shortcode to their website’s contact us page. Automation was part of their strategy from the beginning. A concierge bot was rolled out to greet customers and route their inquiries to the right agent. An appointment bot was launched shortly after to give customers an automated way to book appointments at a local store. Later in 2019, David’s Bridal became one of the first retailers on Apple Business Chat, allowing brides to schedule appointments and ask questions through a rich messaging experience, which increased the Net Promoter Score (NPS) of customers using that channel. They also rolled out LivePerson’s secure forms feature, which allowed them to take payments over SMS and Apple Business Chat.
Operational Impact
Quantitative Benefit
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