29 March 2019
Boxever joins up with Conversocial to deliver market- leading customer experience
Martech businesses collaborate to create personalised social experience for airline customers
Dublin, Ireland (29 March 2019) – Boxever, the market leading personalisation platform that powers smarter customer interactions with data and AI, has expanded its work with Aer Lingus through a new integration with Conversocial.
Conversocial is a leading customer service platform for social messaging channels. It enables brands to transform the way they engage with their customers across multiple social messaging channels including Facebook Messenger, Twitter, WhatsApp, WeChat and Instagram. It does this by automating interactions through intelligent routing, rules and prioritisation – resulting in better customer experiences and lower costs to serve.
Boxever is working with Conversocial to help better inform these interactions by providing real-time data on Aer Lingus customers. It allows Conversocial to quickly understand the identity of the customer and the context of the enquiry, giving the Aer Lingus social care team the data they need to respond swiftly and effectively with the right information, through the right channel.
It’s all about having the right data, and the ability to interpret and use it in intelligent ways. That’s what Boxever delivers
VP of Professional Services
The collaboration is the latest example of the strong commitment Aer Lingus is making to customer experience – and just one of the reasons the airline is the first and only in Ireland to receive a 4-Star rating from Skytrax, the industry’s leading rating organisation.
The early results have been extremely promising. The collaboration is increasing response rates and reducing enquiry handling time across the board resulting in a tangible improvement in the experience for Aer Lingus passengers.
Dave O’Flanagan, CEO of Boxever, said: “We’re really excited to be working with Conversocial. Together, we are able to take personalisation to another level for Aer Lingus, building on the work we’re already doing to help the airline use its data to better anticipate and deliver on the needs of its customers, and deliver standout experiences.”
Chris Venus, VP of Professional Services at Conversocial, said: “Teaming up with Boxever is a natural fit for Conversocial. To drive the best results from our platform, it’s not about having huge amounts of data – it’s about having the right data, and the ability to interpret and use it in intelligent ways. That’s what Boxever delivers. Together we are able to keep pushing boundaries for Aer Lingus – and help fulfil the airline’s commitment to putting the customer at the heart of everything it does.”
To learn more about Boxever, please visit boxever.com
Boxever is a personalisation platform that uses data and AI to help the world’s biggest brands make every customer interaction smarter and deliver game-changing customer experience. We do this in two ways. Firstly, we build rich and accurate profiles of their customers using data from across their business. Then we use AI to automate decisions about how to personalise interactions on every channel and in every moment.
The result? Personal, relevant and valuable experiences for customers, and improved engagement, acquisition and conversion for the business. Since we started back in 2011 we’ve been helping the likes of Emirates, Viva Air Group and AIB revolutionise how they engage customers. Seven years on, we’re now recognised by Gartner as a leading player in personalisation and ranked by Forbes alongside Google, Apple and Amazon as one of the most powerful examples of AI in use today.
Conversocial enables brands to deliver seamless customer service over social messaging channels. A strategic partner from day one, we have proven experience in transforming platform, processes and people to help our partners navigate the necessary complexities of digital customer care. Our award-winning customer engagement platform has enabled hundreds of global brands, including Google, Tesco, Aer Lingus and Hertz, to deliver a unified approach to a new generation of customer interaction through social messaging and intelligent automation technology.
In 2018, Conversocial was recognized as ‘Best CRM Platform’ in the Digiday Technology Awards and ‘Leading Digital Customer Experience Solution’ by TechXLR8. Conversocial is an official Facebook Preferred Developer, Facebook Marketing Partner and Instagram Community Management Partner.
Harry Rollason, Head of Marketing (Conversocial)