When customers
need to talk, we
create a bridge to
the people who
can help, from any
application, across
all communication
channels.
Use Cases
Basic Account Management
(financial services, communications, retail)
Offer a Conversation Bridge when customers run into trouble or have questions when trying to accomplish an account management task, such as:
- Changing their address or phone number.
- Adding new product or service to their existing list of things.
- Checking their usage.
- Checking eligibility for an upgrade or for other products.
- Converting points into rewards.
- Checking status of an order or a delivery.
- Asking questions about fees or transactions on statements.
Tech Support
(retail, high-tech, communications)
Offer a Conversation Bridge to customers when:
- They have answered all of the basic troubleshooting questions and still need help.
- When this is the first time they are calling with a technical problem (moment of truth).
- They have posted a question and have not gotten a response from the community.
Online Commerce
(retail, travel, high-tech, communications)
Offer a Conversation Bridge to customers when:
- They have stuff in their shopping cart and it's been sitting there for a while.
- They place an order that doesn't make sense (based on information the company has regarding their account or buying history).
- They downgrade services or products.
- This is their very first purchase and we'd like to personally welcome them.
- The discount or promo code isn't working correctly.
- Account is not credited or debited properly.
Application Process/ Form Submission
(financial services, healthcare, insurance, retail, government)
Offer a Conversation Bridge to customers when:
- They are not sure how many years of history they need to document.
- They are unclear about any question because they do not understand the terms or jargon.
- They seem fatigued because the form is only partially filled out for a certain amount of time.
- They are concerned about the security of the sensitive data they are providing, like SS# or medical information.
- There is not enough room in the field to fill in all the information.
Reservation Management
(travel, hospitality)
Offer a Conversation Bridge to customers when:
- A reservation or flight has been cancelled.
- An upgrade is available.
- An oversold situation has emerged.
- A flight is delayed and a connection will be missed.
- Converting points into rewards or upgrades.
- The discount or promo code isn't working correctly or registering.
Proactive Outbound Notification
(retail, travel, financial services, communications)
Offer a Conversation Bridge to customers when:
- They just abandoned the shopping cart or the web page.
- After they received an alert about the status of their account.
- A transaction is complete and you want to know how everything went.
- A transaction that should be complete isn't and you need to know why.
- An account is past due.
- An account has been cancelled.
- Service has been downgraded.
- A flight or order has been cancelled.
