Hootsuite is building the future of social commerce, empowering brands to drive more sales through their social channels by leveraging the power of AI.
Hootsuite today announced the acquisition of Heyday, a Montreal-based conversational AI platform that enables brands to deliver personalized customer experiences through 1: 1 messaging conversations. Commerce is rapidly moving towards social and messaging platforms. Hootsuite, a pioneer in the social media management category, has the largest customer base in the industry and, with this acquisition, will now allow brands to take full advantage of conversational AI to create a better customer experience.
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Heyday offers an enterprise-grade customer messaging platform that integrates seamlessly with e-commerce platforms and works with leading brands such as Lacoste, Decathlon, Cirque du Soleil, Danone, Rudsak and Jack & Jones (Bestseller) to offer a more personalized and enriching offer. customer experiences via chat and video.
“Social is the new interface for commerce and customer service”, said Tom Keizer, CEO of Hootsuite. “Modern brands have to deal with a multitude of large-scale daily interactions and conversations, which is impossible without the automation of AI. With the acquisition of Heyday, Hootsuite will now bring AI capabilities to marketing, sales and support teams around the world so they can deliver great experiences at scale.
The adoption and use of social media has increased dramatically since the start of the pandemic. Hootsuite’s Digital 2021 report found that more than 4.2 billion active social media users spend an average of two hours and twenty-five minutes per day on social and messaging platforms.
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A study by Edison Research found that 39% of social media users expect businesses to respond within sixty minutes, compared to an average response time of five hours. Thanks to Hootsuite’s combination of automation and AI, brands can now, for the first time, respond intelligently, with personalized responses at scale in real time. Hootsuite’s acquisition earlier this year of Sparkcentral, and now Heyday, provides brands with the tools they need to foster more meaningful customer relationships at all stages of the buying journey.
“Hootsuite believes in the power of personalized marketing and smooth customer experiences that build trust and relevance. ” Keizer said. “The new generation of buyers want to interact with brands by making purchases and receiving real-time customer service on social media. The relationship begins and ends on social media, so we’re excited to offer brands a better way to deliver successful customer experiences at scale.
Hootsuite’s increased ability to enable brands and organizations to meet customers on social media and 1: 1 messaging apps will create an opportunity for deeper relationships.
“We created Heyday’s conversational platform to make buying from a brand as easy as sending a message to a friend.” said Steve Desjarlais, co-founder of Heyday. “Together with Hootsuite, we will bridge the gap between physical and digital brand experiences by leveraging social and messaging channels as the anchor and golden thread of the customer journey. “
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