CM.com: Taking Conversational Commerce to New Heights

Jeroen van Glabbeek, CEO

An engaging customer experience is the cornerstone of a successful business. Amid the proliferation of online shopping, providing the correct information and customer support through engaging conversations is more crucial than ever. Companies are increasingly advocating using conversational commerce to enhance the customer experience in the digital age. To propel business growth, they are deploying a wide range of integrated messaging apps, websites, and voice channels to better communicate with customers and resolve all their queries promptly.

CM.com is leading this industry narrative with its suite of innovative, AI-based conversational software that sets new standards in optimizing the customer experience.

“By leveraging our AI-powered proprietary software suite for conversational commerce, numerous companies can improve their marketing, sales, and customer service processes to deliver an outstanding customer experience,” says Jeroen van Glabbeek, CEO of CM.com

In 1999, Jeroen van Glabbeek and Gilbert Gooijers started exploring multiple ways mobile technology can enable people to communicate more efficiently, interact, and make payments with businesses worldwide. The duo initiated a club messaging service where they sent messages about guest DJs, timetables, contests, discounts, and weekend news right when it mattered to the visitor—which laid the foundation for CM.com.

Over the next two decades, CM.com built many in house, AI-powered workflows as part of its Conversational AI Cloud. By deploying intuitive and easy-to-control Al, it aims to automate customer contact in the most efficient manner possible.

In an increasingly digitized world, customer expectations are rapidly rising. Customers now expect faster answers on the channel of their choice. With CM.com’s Conversational AI Cloud solution that can be integrated into any medium, brands can easily automate conversations and let their customers decide how, when, and where they contact the brand. This implies round-the clock availability on every channel, platform, and device.

“Combining deep learning, machine learning, and rule-based recognition mechanisms, our virtual assistant software powered by Conversational AI Cloud enables organizations to deliver unique and personalized interactions that are trustworthy and secure,” says van Glabbeek.

It processes the incoming natural language in a manner that can remove a lot of the inconsistencies and variations associated with natural language processing. The AI-powered processes are designed to constantly learn from various user recommendations, followed by a quick analysis of those inputs. This allows companies to instantly adjust automated dialogues and build a conversational flow with their customers to facilitate engaging conversations.

In addition, CM.com’s proprietary models and processes provide AI-driven recommendations for optimizing a customer’s everyday workflows to generate a better end-user experience. It lets content editors create chatbots in their content management systems without coding. This results in a low total cost of ownership.

CM.com’s software suite is also supported by Conversational IVR, which enables clients to automate phone conversations with chatbots. It helps companies take intuitive customer service experience to a whole new level.

Like any other web entity, live AI chatbots are vulnerable to malware and data breaches. An ISO 27001 and NEN 7510 certified organization, CM.com has designed its entire software suite around high values of privacy and security.

Data goes into the platform through an elaborate transformation process. Multiple security tools are used to ensure that no sensitive data is stored in the system at any point. Clients who want to customize their environment according to specific security needs can easily make the desired adjustments to the software.

Acknowledging the transformative impact of its suite of AI-powered solutions on customer engagement, numerous organizations across government, financial services, utility, and telecom sectors have partnered with CM.com to offer captivating consumer experiences.

Among multiple success stories highlighting CM.com’s high-caliber solutions and services is one where it took charge of automating the customer journey for Vattenfall, the Swedish multinational electric services company.

At that time, the main challenges faced by Vattenfall were the need for digitization of processes as there was total disconnection between communication channels, and a lack of integration between software systems and the central data source. With the increasing number of contact moments, the demand for a scalable solution grew; this is where CM.com stepped in to provide its Conversational AI solutions.

The implementation process went smoothly: Chatbot Nina was live within two months and Vattenfall implemented it in various places on the website and in the app using an internal knowledge base. Today, Vattenfall's customer service, purchasing, and HR teams use Chatbot Nina, and since it has access to a large amount of data, it can give a personal response based on the customer’s specific situation and even provide personalized advice.

"By Leveraging Our Ai-Powered Proprietary Software Suite For Conversational Commerce, Numerous Companies Can Improve Their Marketing, Sales, And Customer Service Processes To Deliver An Outstanding Customer Experience"

What's more, given that all of CM.com's conversational solutions use the same data and give the same answer, regardless of medium, place, or time, Vattenfall is readily able to answer all customer queries round-the-clock across multiple channels.

Many clients have also relayed time and again how, immediately after going live, they witnessed a 5 to 50 percent reduction in incoming call center traffic, depending on the number of channels through which their customers communicate. At the same time, clients record significant reductions in average handling times of live and automated conversations, a steady increase in customer satisfaction, and considerable savings in operational costs.

Businesses also want to partner with CM.com for its entrepreneurial culture, backed by an unwavering commitment to constant innovation. This enables CM.com to regularly optimize its suite of solutions based on how end-users interact with its platform. These data-driven optimizations help clients improve their workflows and engage more aggressively with customers.

Meanwhile, CM.com also wants to play an influential role in smart city missions. As various governments across the globe embark on this journey, they are looking to adopt digital technologies in public utilities which are intuitive and easy to use for citizens, students, and civil servants alike. CM.com’s solutions are an ideal fit for such purposes, with chatbots that can effectively engage citizens and guide them in municipal and administration, healthcare, security, and welfare services.

Putting AI at the heart of its solutions, CM.com will continue to help many more companies across industries enhance their customer experience with the power of conversational AI.