CFO World

Professional services industry develops hybrid chatbot and live-chat

The unique hybrid solution aims to change customer service delivery

A unique hybrid chatbot and live chat solution has been launched for intellectual property firm, Watermark, to pre-qualify lead enquiries.

Tom: Group created and launched the bespoke chat solution for Watermark to respond and then direct enquiries to relevant information on the website in real-time, whilst also allowing Watermark to provide personalised follow-up as required. The solution will operate 24/7, 365 days a year.

Tom: Group said it’s a defining development in technology and will fundamentally change how businesses provide products and services to each other.

Watermark, who are part of the Xenith IP Group, approached Tom: Group looking for a solution for their website that pre-qualified lead enquiries before they reached lawyers and attorneys.

The technical development of the digital solution was conducted by a team in Silicon Valley and features: An always-on lead enquiry tool; custom designed conversation chats; local and global enquiries; live-chat option during office hours; bespoke Watermark content; real-time analytics; customer data capture; and accurate lead reporting.

“This unique solution tailored specifically for Watermark not only reflects the work we do in leading-edge innovation and intellectual property and it also demonstrates our commitment to providing clients with the best possible service in real-time,” Watermark’s executive general manager, Mark Bisset, said.

Tom: Group CEO, Deryll Naidoo, said the professional services industry is going through a significant shake-up with cloud-based solutions in marketing, lead generation and conversion.

“Working with a leading firm such as Watermark to develop this solution not only progresses the firm through automation but ensures their business never miss a new business enquiry. That for us is good business.”

The digital chat solution has launched.

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