Service Management Group (SMG), an enterprise customer and employee experience management partner to more than 500 brands, has enhanced its digital experience offering with a dynamic assistance capability that leverages initial integrations with personalization solution provider Conversity and conversational AI technology provider Creative Virtual. The industry-first capability helps brands identify and address friction points, provide in-the-moment issue resolution and increase conversion rates.

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“Dynamic assistance was designed to help brands improve digital conversion by providing responsive assistance and real-time problem resolution for customers who experience an issue during their online shopping experience.”

Despite the continued growth of e-commerce, cross-industry conversion rates remain around 3%, presenting brands with a great deal of opportunity to improve the online customer experience, enhance performance and grow sales. Winning brands are turning to responsive technology that offers right-sized customer engagement, removes purchase barriers and elevates the digital experience. SMG’s new dynamic assistance solution features dynamic guided selling flows to help visitors locate products and logic-based chat assistance to provide critical in-the-moment support.

“We’re excited to launch an industry-first capability that we believe will have an impact across the industries we serve,” said SMG Vice President of Digital Experience Chris Bosco. “Dynamic assistance was designed to help brands improve digital conversion by providing responsive assistance and real-time problem resolution for customers who experience an issue during their online shopping experience.”

SMG’s digital experience offering helps brands capture solicited and unsolicited feedback across an increasing number of digital touchpoints. Customers often use the most readily available feedback option when issues arise, and dynamic assistance allows brands to engage customers within the feedback channel, provide real-time service recovery and turn a negative experience into a positive interaction.

Dynamic assistance integrates conversational AI from Creative Virtual and guided selling from Conversity to identify customer needs upfront so brands can close the loop during the visit and capture actionable customer feedback. SMG combines dynamic assistance insights with feedback data collected across touchpoints to give brands a more holistic view of the digital experience, insights that improve conversion and increased program ROI.

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