David’s Bridal joins concierge bot with Google messaging platform

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David’s Bridal joins concierge bot with Google messaging platform

By Dan Berthiaume - 10/12/2020
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David’s Bridal is introducing its Zoey mobile CRM tool to users of Google services.

The nation's leading bridal retailer is opening access to Zoey, an artificial intelligence (AI)-based customer service bot initially rolled out in January, to messaging directly from Google services such as Search and Maps. Built and maintained on the LivePerson Conversational Cloud AI platform, Zoey was launched providing customers with access via the Messages app on Apple devices through Apple Business Chat.

Fast-fashion giant H&M also recently opened access to its AI-based virtual and live chat agents via Google Business Messages, leveraging the Nuance Intelligent Engagement Platform.

Leveraging Zoey via Google messaging, customers can instantly connect via text with David’s Bridal when and where it’s convenient for them, pausing when needed and seamlessly picking up where they left off. Zoey greets all customers when they send in a message and instantly responds, answers questions, schedules appointments, and can route interactions to David’s Bridal associates as needed. 

In addition to powering Zoey, David’s deploys LivePerson Conversational Cloud to help store associates stay connected to customers. The retailer reports 300 sales managers trained on the platform drove a 700% increase in sales on messaging in two weeks.

“Over the last few months, we’ve seen a surge in ‘minimony’ events as well as a huge pickup in planning for weddings in 2021,” said Holly Carroll, VP, customer service and contact center operations at David’s Bridal. “We’re also entering the holiday season, which has the highest number of engagements each calendar year. Our goal is to fully connect their online and in-store experience, and we’re thrilled we can make it so simple to chat with us from Search and Maps when they’re looking for the nearest David’s Bridal store location.”
 
“David’s Bridal’s presence on Business Messages means their customers can now take advantage of the convenient yet personal connections that this messaging experience creates,” said Shruti Venugopal, partnerships, communications at Google. “We’re excited to welcome them and their brides to the platform.” 
 
David’s Bridal operates more than 300 stores located across the U.S., Canada, U.K., and franchise locations in Mexico.