David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease
公司规模
1,000+
地区
- America
- Europe
国家
- United Kingdom
- United States
产品
- Conversational Commerce
- Interactive Voice Response
- Apple Business Chat
技术栈
- AI and automation
- SMS messaging
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
适用功能
- 销售与市场营销
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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