EY to Help Clients Enhance Customer Experience through Conversational Commerce

NEW YORK, July 7, 2016 /PRNewswire/ -- EY today announced its intent to invest in the creation of new services related to conversational commerce – the ability for consumers to interact with businesses in real-time via platforms such as text messaging, social media, and messaging platforms.

Conversational commerce gives brands the ability to streamline interactions with consumers in ways that mirror how they currently communicate with their friends and families. Customers can order a pizza, rent a car, or interact with customer service in seconds without using an app or even having to make a phone call. When executed well, the result can greatly improve customer experiences and deepen relationships between brands and consumers.

In a very short period of time, pioneering start-up companies such as Conversable have built and deployed technologies to help make conversational commerce a reality. Additionally, 1-800-FLOWERS.COM, has announced it will offer customers the ease and convenience of ordering floral gifts through messaging applications.

Currently, 150 EY professionals are training to be deployed across members from digital strategy and transformation practices to quickly bring the benefits of conversational commerce to their clients.

"Since the mass adoption of smartphones, companies have tried to transition consumers from phone lines and desktop support to mobile apps, with many investing in speech recognition and chat bots," said Woody Driggs, EY Americas Digital Leader. "That approach can be expensive and when done poorly, can erode the customer experience. Through these new investments and relationships we will be poised to make conversational commerce a reality for our clients, helping them bridge the communication gap between themselves and their customers."

"We have reached a tipping point in the expectations of consumers and how they want to interact with brands," said David Nichols, Principal, Ernst & Young LLP, and EY Americas Innovation and Alliance Leader. "Brands that adapt the soonest will have an advantage in building and strengthening relationships with consumers, particularly up-and-coming digital natives and millennials. That's why we are moving quickly to lead the way in helping clients connect with their customers in new and exciting ways."

About EY

EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For more information about our organization, please visit ey.com.

This news release has been issued by Ernst & Young LLP, a member of the global EY organization that provides services to clients in the US.

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