Thankful - Service First

Service First

The pillars of service that make retail prosper

By 2020, customer experience will differentiate an ecommerce brand more than price or product for the first time in history. Retailers who put service first will prosper (and those that don't, won't). Delivering service to meet customer expectations for immediacy is impossible using traditional methods. Business as usual won't cut it.

These days customers won't wait for great service. Just as website load-time delays have a direct, devastating impact on sales, delays in service resolution lead to a loss in lifetime customer value.

The 5 Pillars of Service

Speed
Customers want instant, thorough resolutions any time of day. Thankful responds with the right action in seconds, just like a human working at machine-speed. Your human agents will have more time to address difficult requests, speeding up your ticket queue for all issues — not just the ones Thankful handles.
Understanding
Your customers phrase the same problem in hundreds of different ways, often without ever using words like return, package tracking, cancel order, or exchange. Our Natural Language Processing is specifically built and trained for ecommerce, enabling Thankful to understand issues without forcing your customers to learn how to talk to machines.
Problem-Solving
Your customers don't just want to be understood, they want their problems solved. Thankful is the only AI that integrates with both your helpdesk and your ecommerce tools, enabling Thankful to resolve common issues like returns, exchanges, shipping issues, and more.
Consistency
A customer service solution should expand on your process, not experiment with it. Thankful never forgets a customer, product, or process. It uses this knowledge to tailor responses that provide satisfying resolutions.
Empathy
Ultimately, your customers want to feel cared for. We are experts in customer pain. Thankful's custom workflows and rules engine ensure customers feel valued, appreciated, and heard.