Our Products

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We optimize live chat sales teams’ conversations with their customers to deliver a sustained lift to chat revenue, conversion rates, order size, and customer satisfaction while helping managers with training, quality assurance and team efficiency.

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Our clients uncover the revenue potential of their live chat channel as coaches and individual agents drive toward gains.

Maci™, our Machine Augmented Conversational Intelligence™ AI platform, augments human performance by helping your live chat agents communicate more effectively with customers.

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We boost the rapport between your brand and your website visitors for consistent, sustained impact to the performance indicators that matter most.

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RapportRoadMap™

A detailed guide to higher conversion rates, engagement and happier customers and agents

 

We load your chat and outcome data onto Maci™ and deliver a custom set of recommended actions. For each action, we indicate the size of the opportunity and its crucial importance to the short-form communication that communicates your unique brand. RapportRoadMap™ provides insights you can implement immediately, including recommendations for keywords, message format, length, frequency, punctuation and capitalization, and emotionally intelligent conversations that drive engagement, retention, and conversion. Upon implementation, our recommendations optimize your live chat sales for 20% to 100%+ lifts in revenue, conversion, and customer satisfaction.

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RapportCoach™

Our live agent training solution, RapportCoach™, is like Google Analytics for the conversations that take place between your brand ambassadors and customers. 

 

We deliver continuing analyses of the specific live chat metrics that drive success for your brand and live chat team making it easy for your managers to train agents on what matters most. Our ongoing analysis helps your chat team leaders coach objectively, providing agents with a solid foundation from which to improve performance. The result of our teamwork? A reduction in training and management burden that lets your company build lasting customer relationships while maximizing revenue, conversion, order size, retention and customer satisfaction gains.

"It's not like they have less needs, it's just that something has happened over the last couple of years where people just don't like to call people anymore."

- Caesars Entertainment

Why optimize live chat now?

Anyone who’s texted with friends, used dating apps, or engaged with customers online knows how difficult it can be to communicate. Live chat optimization recovers the emotion, nuances, and context that get left out of digital, text-based communication.

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Conversational commerce is the next generation of retail

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Millennials #1 preferred method of purchase is chat (Mary Meeker, 2017)

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True omnichannel must execute chat & diverse channels well

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Online brands that implement chat well grow market share

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Optimizing conversations is key to engagement & adoption

Contact us now to find out more about our live chat agent training solutions.