Businesses can now deliver automated,
personalized customer service through Facebook Messenger and web
applications
Pitney Bowes Inc. (NYSE:PBI), a global technology company that
provides commerce solutions in the areas of ecommerce, shipping,
mailing, and data, today announced the global release of its first
fast and adaptable chatbot platform, EngageOne Converse. Part of
the EngageOne suite of customer engagement solutions, Converse is
an intelligent self-service technology, designed to integrate data
and location information into leading messaging software to help
support the 55 percent of consumers who currently welcome customer
support through chatbots.
In today’s digital climate, businesses struggle to keep up with
consumer demand for instant and accurate support, any time.
Consumers, especially Millennials, demand messaging options.
Unfortunately, less than half of businesses are using messaging
platforms to communicate with their customers.
EngageOne Converse is simplifying real-time communications for
businesses to address this challenge. Using popular messaging
platforms like Facebook Messenger, online web applications, or
interactive PDFs for transactional documents, businesses can now
automate conversations with customers to help them self-serve.
EngageOne Converse integrates with the wider portfolio of Pitney
Bowes software and data, bringing additional functionality and
possibilities to enhance the customer experience. A text-based
conversation with the chatbot can be upgraded with Interactive
Personalized Video from EngageOne Video. Similarly, conversational
experiences can be enhanced by location data, demographic data, and
other Pitney Bowes data products.
Take for example the telecommunications industry. Each day,
providers are bombarded with hundreds, even thousands, of customer
service inquiries. As a result, customers often wait on hold for
long periods of time, and are commonly rerouted to multiple
departments before their question is resolved.
With EngageOne Converse, a customer can instead type their
question through their preferred messaging application, anytime
they want—not just during business hours. The chatbot can provide
the answer directly through the conversation, direct the customer
to the exact support page online to answer their question, or
direct them to other support options for a resolution. There’s
never a wait time, and customers are routed to the right place the
first time, quickly and efficiently.
In a billing use case, the chatbot may leverage EngageOne Video
to provide the customer with an interactive, personalized video to
explain a complex billing transaction. In a customer inquiry about
new service or phone repairs, the chatbot may leverage Pitney Bowes
location APIs to detect the customer’s location and provide a map
of nearby retail outlets with driving directions. Similarly, online
transactional documents, such as interactive PDFs, can be upgraded
with contextualized chatbots to answer customer questions in real
time, obviating the need to phone the call center.
Opus Trust Marketing’s acting CEO Rob Alonso said, “We’re using
EngageOne Converse in two ways: firstly, for our own clients, so we
can respond to them more effectively and dynamically. We can create
engaging conversational experiences hosted on our website that
direct our customers to the information they need, in real-time,
answering queries on topics like epayslips, for example. Secondly,
we’re extending our physical and digital product portfolio so our
clients can offer EngageOne Converse to their own customers,
helping them meet customer demand in an innovative and relevant
way. Initial feedback has been overwhelmingly positive, and we love
that Marketing and Customer Experience staff can make ongoing
changes to the conversation in a few minutes, not days or weeks,
without relying on an IT team or a third-party vendor.”
EngageOne Converse has been built with user focus, so that any
business professional can make changes to the chatbot at any time.
Authorized personnel can go into Converse and update the solution,
again ensuring customer needs are met in real time.
“Six of the 10 most used applications today are messaging
applications. Consumers have spoken, and they have a preferred
communication channel,” says Bob Guidotti, EVP and President for
Software Solutions, Pitney Bowes. “Today’s empowered consumer
expects businesses to meet them where they are. Businesses must
recognize this and integrate technology capabilities that allow
them to have immediate, data-driven conversations with their
customers. EngageOne Converse is making this possible.”
EngageOne Converse is part of the Knowledge Fabric of Pitney
Bowes, which helps clients surface relevant business insights by
understanding the relationships between people, places, and things.
Converse is a proof point of how software and data can be brought
together to enhance business outcomes, namely improving
decision-making, increasing customer engagement and reducing
risk.
To learn more about EngageOne Converse, visit us online at:
https://www.pitneybowes.com/us/customer-engagement-marketing/customer-interaction-management/engageone-converse.html
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company providing
commerce solutions that power billions of transactions. Clients
around the world, including 90 percent of the Fortune 500, rely on
the accuracy and precision delivered by Pitney Bowes solutions,
analytics, and APIs in the areas of ecommerce fulfillment, shipping
and returns; cross-border ecommerce; presort services; office
mailing and shipping; location data; and software. For nearly 100
years Pitney Bowes has been innovating and delivering technologies
that remove the complexity of getting commerce transactions
precisely right. For additional information visit Pitney Bowes, the
Craftsmen of Commerce, at www.pitneybowes.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20180509005109/en/
Pitney Bowes Inc.Emily Simmons, 843-467-1071Communications
DirectorEmily.simmons@pb.com
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