Brett Caine, CEO
Few industries have evolved quite as rapidly as mobile marketing. Consumer habits and mobile technologies change fast – businesses need to stay one step ahead of the competition to stay relevant with mobile users. In the digital age, it's no longer about keeping up with the best marketing strategies. It's all about staying ahead of the game.
Founded in 2009 as a pioneer in push notifications, Airship (formerly Urban Airship) now gives brands the user-level data, engagements channels, AI orchestration, and services they need to deliver push notifications, emails, SMS, in-app messages, mobile wallet passes, and more to precisely the right person in exactly the right moment — building trust, boosting engagement, driving action and growing value. Marketing and digital experience teams at thousands of the world's most admired companies rely on Airship's Customer Engagement Platform to create deeper connections with customers by delivering incredibly relevant, orchestrated messages on any channel.
With Airship Live Chat, marketers can leverage customer behaviors, their location, lifecycle events, or their progress within essential journeys to trigger contextual, real-time, and personalized invitations to in-app and SMS chat delivered across existing marketing channels — push notifications, in-app messages, mobile wallets, email and more. With a tap on these messages, customers are connected to sales and service teams either in-app or over SMS to get real-time assistance with purchases or upgrades, discuss questions or concerns, or provides feedback via a conversation. Airship Live Chat makes it quick and easy for brands to create better one-to-one customer experiences across marketing, sales, and service and grow customer lifetime value throughout the customer journey.
As part of Airship's Customer Engagement Platform, Airship Live Chat leverages its rich behavioral data, real-time automation, personalization, and journey optimization to bring in-the-moment relevancy to live conversations with customers.
Invitations to chat and customer responses appear as threaded messages within the Live Chat Manager, a centralized UI where sales and service agents interact with customers. These teams gain productivity and scale with auto-responses for common questions that can link to further self-service information and message templates for common conversations that can be easily personalized using existing customer data.
Airship Live Chat can serve particular use cases including, automatically reach customers on their preferred channels to spark a live chat if they are stalled in completing essential goals, from completing purchase form fields to abandoned shopping carts or appointment bookings. Besides, clients can also include a live chat support link on mobile wallet receipts for curbside pickup, product warranty cards, or travel concierge-enabled mobile boarding passes, with transaction-specific context passed along to operational teams once activated. Further, they can send a post-purchase email or SMS that opens a live chat enabling customers to easily upgrade their subscription, set replenishment timeframes, sign up for loyalty programs, or provide feedback.
Over the years, Airship has amassed a diverse clientele and received numerous quotes and positive feedbacks from them. One such client is French telecom leader Orange. The telecom company faced an ongoing challenge with getting customers to discover, onboard, and stay engaged with Orange's apps, services, and events. The company turned to Airship to implement a push notification strategy that builds better customer experiences, retains mindshare, grows engagement, and keeps tabs on customer satisfaction. Orange provided Airship push notifications to capture customers' attention and grow engagement with the company's mobile apps, events, and services. Through timely, automated messages, Orange achieved a 74% opt-in rate — 25% higher than the industry average — while also reducing churn.
Marching ahead, Airship is looking forward to expanding its platform and incorporate new features that will allow marketers to reach clients more efficiently. Besides, the firm is also working to empower clients with analytics at their fingertips to visualize customer data.