New platform enables customers to order using social media

Conversable has unveiled an enterprise platform that allows for the creation of interactive, automated experiences on messaging and voice platforms. The launch took place in partnership with international fast-food chain Wingstop, with the Conversable platform enabling customers to place orders from both Facebook and Twitter.

“Enabling conversational commerce and automated self-service through any messaging and/or voice interface will give consumers easier access to getting what they want in whichever channel they are in, and will fundamentally transform and enhance the way brands deliver content and handle customer care in all channels,” said Andrew Busey, chief product officer and co-founder of Conversable.

The Conversable platform allows consumers to move from finding and downloading apps and searching on websites to simply messaging their request to a company or organisation and getting it resolved with no wait times or calls to a call centre. The platform would build intelligent messaging experiences by driving business value in three core areas:

• Conversational commerce: Enabling transactions through conversations on messaging and voice interfaces allowing customers to just say what they want.
• Integrated customer service: Resolving common requests and selfservice through automation and machine learning to reduce costs and better service consumers.
• Instant content: Creating interactive experiences that deepen engagement with brands while providing on-demand access to information.

Conversable allows brands to build conversations with their customers and once the conversational flows are developed, they will work on virtually all current and future messaging platforms. In addition to the bots on each platform, Conversable allows brands to tune each flow to utilise the strengths and formatting of each different messaging platform.

Conversable also helps brands deal with complex system integration, compliance and security issues that are needed to deliver deep customer interactions and the analytics to constantly improve them.

“Conversable goes way beyond basic bots. There are various options out there for companies to hack together a simple bot that answers basic questions. Enterprise level automated experiences that are secure and can scale across all platforms is where Conversable comes in,” said Ben Lamm, CEO and co-founder of Conversable.

On the other hand, Conversable partner Wingstop is enhancing its customer experience by launching social ordering on Facebook and Twitter.

“By partnering with Conversable to launch this exciting new platform, we are bringing ordering capabilities to our fans in the social media space where they already converse with us every day,” said Flynn Dekker, CMO of Wingstop. “As one of the most engaged restaurant brands in social media, it is important to us to offer an experience that differentiates Wingstop in the digital commerce arena. In addition to launching social ordering, we are excited about the future potential of our partnership with Conversable and look forward to adding even more capabilities to our social media channels.”

Conversable’s Lamm added: “Wingstop’s millennial audience is at the forefront of the messaging trend and our platform is enabling Wingstop to meet their customers in the channels where they already are and better reach and serve their needs. Also, Wingstop is leading the restaurant industry in innovation and delivering the best in-channel experience for its customers.”

Conversable promises to simplify the complexity and moving parts of creating conversational experiences that help people get things done or get information quickly. This way, companies can focus on designing the right experience for their customers while leaving the mechanics, infrastructure and upkeep to the Conversable platform.