chat conversion rate
293%
return on investment
24/7
product recommendations
About the company
DreamCloud wanted to provide customers with the advice that they needed to make the right purchase decision round the clock. Now their chat widget has natural conversations with customers about their needs, displays products beautifully, and recommends the right products for each customer.
The Challenge
DreamCloud saw an opportunity to help their customers make the right purchasing decisions. A mattress is a significant purchase for most customers, and so customers tend to take some time considering options. This means that they will often be making decisions outside of customer service hours. DreamCloud wanted a way to help customers find the right product at all times of the day, and make the right recommendation. So they deployed Purchase AI along with Campaigns.
Solutions & Results
Influencing purchases
The team can see clearly the conversions that are attributed to Purchase AI, and investigate the conversations. It’s apparent from the transcripts that Purchase AI has persuaded that customer to make a purchase. Since going live, the team have seen a 41% click to product and a 14% conversion rate.
Connected to product data
The DreamCloud team was able to train Purchase AI on its products. Now there is a live connection to product details so that conversations stay up to date if there are changes.
Competitor comparisons
Customers occasionally mention competitors. Purchase AI is able to ask the customer what they liked or didn’t like about the competitor’s product, and use that to drive a purchase.
Natural sounding conversations
DigitalGenius is able to have a normal conversation with customers, in a way almost indistinguishable from a human agent. By asking questions and understanding the customer, it’s then able to make an intelligent recommendation, with a positive impact on sales.
Understanding customers
Using DigitalGenius’s Ask Genie, the DreamCloud team is able to identify and analyse the specific questions that customers are asking. This allows the team to gain a deeper understanding of their customers and how they assess products and make purchasing decisions.
Return on investment
Since turning Purchase AI on, the DreamCloud team has seen a 293% Return on investment, based on revenue generated through product recommendations.
