Workforce Management Featured Article
David's Bridal Now Offers 24 Hour Customer Support with LivePerson Chatbots
David’s Bridal, one of the nation's largest providers of wedding dresses and formal attire, will now be offering round-the-clock customer support using LivePerson’s (News - Alert) Zoey chatbots.
The company will be leveraging LivePerson’s Zoey chatbots, which will allow customers to ask questions to and receive updates about their orders at any time of day or night. David’s Bridal has recently been developing digital communications methods to boost customer convenience and overall experience. Just last year, a messaging-first experience was released, enabling customers to use text messaging to connect with stylists and planners. Since launching the program, the company reported that 95% of all customer interactions have been digital, which eventually led to a new Net Promoter Score of 81.
“We know from our Pearl Report, which gathers customer insights, that 80%+ brides feel stressed or overwhelmed during her planning journey. Yes, she's up at 2am worrying about color matching within her bridal party who live all over the country or the best bouquet for a beach wedding or how close is she towards earning her free honeymoon with her Diamond membership. We have committed we will be with her anytime on her journey – including in the middle of the night," said Kelly Cook, Chief Marketing & It Officer at David's Bridal.
Representatives of David’s Bridal have stated this is the latest addition to a continuous plan to transform customer relationships. Advanced digital features, such as Virtual Stylist and Appointment Experience, 3D/AR capabilities, have been added online to offer customers an immersive shopping experience from the comfort of home.
Edited by Maurice Nagle
