Advertisement
04/07/2021

David’s Bridal provides 24/7 live support - digitally

Dan Berthiaume
Senior Editor, Technology
Dan Berthiaume profile picture
David's Bridal customer service

The nation's leading bridal retailer is expanding the availability of its AI-based Zoey customer service chatbot.

Customers can now contact David's Bridal anytime day or night via the LivePerson-based Zoey mobile CRM tool to book appointments, text with stylists to resolve questions or get advice, and place secure orders. David’s Bridal initially launched Zoey, which combines automated technology with real people to provide personalized consumer service at scale, in January 2020. The retailer extended access to Zoey from the Messages app on Apple devices through Apple Business Chat to Google services such as Search and Maps in October 2020.

David’s Bridal has been actively launching leading-edge customer service solutions in the past year. Other examples include partnering with mobile wallet marketing automation platform Popwallet to deliver tailored promotions, the introduction of virtual appointments, and an augmented reality (AR)-based online shopping feature.

"Twenty-four hours a day and seven days a week conversational marketing is another advancement in our strategy to serve her on her terms,” said Kelly Cook, chief marketing & IT officer at David's Bridal. “We know that 80%-plus 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.”

David’s Bridal operates more than 300 stores located across the U.S., Canada, U.K., and franchise locations in Mexico