Confer With was recognized in the 2024 Cool Vendors in Digital Commerce Report
Confer With, a trailblazer in live commerce solutions, is proud to announce its inclusion in the prestigious 2024 Gartner® Cool Vendors in Digital Commerce report. This recognition underscores our commitment to transforming the way retailers and brands engage with customers online, driving growth and elevating the shopping experience.
The Gartner® Cool Vendor report is renowned for identifying the most innovative companies that are redefining industries. Being one of just three vendors recognized in the 2024 Digital Commerce category, Confer With stands out for our unique approach to live commerce, enabling retailers and brands to connect with customers like never before.
Why Confer With is Leading the Way in Live Commerce Innovation?
We are making customers journeys better
At the heart of what Confer With does is deliver experiences that delight customers when they shop online. That is executed through communication driven experiences. Confer With is like a shoppable facetime call – it’s a communication driven shopping experience: Like face to face retail, but leveraging the efficiency and scalability of eCommerce.
How?
1. Video First, but supports all communication channels
Confer With triggers a live video call from a Retailer website at the point when a customer needs help to buy. Not all Confer With experiences are Video, sometimes they are voice only (and the customer moves to video when they get comfortable), and we can integrate chat into the experience.
But we are unashamedly video first.
Why?
It works – it delivers high Customer Satisfaction scores (CSAT of 92 and NPS of 83). We are committed to innovating on the best customer experience (video) first and focusing our resources on that – rather than fiddle around with less enjoyable experiences in chat and voice.
Real quote form our client’s customer
2. Make it shoppable – add in eCommerce
Remember the primary goal of shopping is to buy things – so we add eCommerce to the experience. We empower both retailer and brand staff with the entire eCommerce catalogue in an easy to use, searchable recommendation engine, so they can guide customers through the products that meets their buying needs. They have the entire store at their fingertips.
“Really helpful speaking with the expert. We compared a couple of products and identified what would be most suitable for me. Highly recommend and this helped me place my order today with satisfaction.”
Real quote form our client’s customer
3. No need to be in a physical store: removing location limitations
If you have the entire store at your fingertips – do your sales people need to be inside a retail store to demonstrate products to customers?
Believe it or not, the answer is no.
Confer With provides retailer and brand staff with image, video, social media assets to demonstrate product. They have product specifications, product guidance, and recommendations to support customer through an enjoyable shopping experience.
4. Staffing flexibility: removing capacity limitations
Our innovative routing system ensures that over 90% of video calls are handled by a flexible, distributed workforce, optimizing resource allocation and allowing retailers to deliver high-quality customer interactions around the clock. The remaining 10% of calls are handled in traditional retail.
Adding flexibility to a workforce frees up resource, but in a transition time for retail, investment in people can be complex. Confer With have established the Brand Ambassador program – where retailers and brands can engage sales people certified in a brand’s products on an outsourced basis.
5. Working in partnership between brands and retailers
Confer With Connect enables brands to deliver trained promoters to support face to face selling of products through online retailers. Brands get greater exposure to retailers customers in a controlled environment, and Retailers can leverage the brands’ existing product expertise, as well as a highly effective additional staffing solution
6. Integrated seamlessly into your eCommerce stack
Confer With Integrates seamlessly into all major eCommerce platforms as well as enterprise systems, making all products instantly shoppable. Confer With offers multiple customer journey options – adding communication driven customer experiences to your customer experience.
About Confer With
Founded in 2020, Confer With is headquartered in London, United Kingdom and drives communication driven customer experiences for Retailers like John Lewis, Dunelm, Marks and Spencer, Hughes Electrical and Whitestores as well as Brands like Samsung, Panasonic, Sage Appliances, Oway and L’Occitane.
Gartner, Cool Vendors in Digital Commerce, Sandy Shen, Ant Duffin, Penny Gillespie, 27 August 2024. Gartner Disclaimer: GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. Gartner does not endorse any Provider, product or service depicted in our research publications, and does not advise technology users to select only those Providers with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
