Certainly is an AI-driven conversational commerce platform that helps merchants engage in better sales and support chats. Certainly can answer customer questions, convert more users to customers, and solve customer service inquiries fast and with high Customer Satisfaction (CSAT) scores.
Their technology can help with
- ticket creation,
- ticket resolution,
- lost/damaged/stolen items,
- and even things like helping customers with sizing and image recognition.
The chatbot can size you, select the size on the product detail page for you, add the product to cart for you, and then redirect you to a “frequently bought together” section/widget, getting the customer to add more products to the cart, and then help them through the cart and checkout process as well.
This is an incredibly powerful tool that can be used as both your first line of customer support and your sales engine.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
Certainly has a really powerful AI library that makes it easy for customers to find answers to traditional questions like “Where’s my order” or “will this fit me?”, etc. And they have the ability to answer those questions in 14 different languages, with 24,000+ sentences and 1 billion variations out of the box, which is amazing.
They're focused in Ecommerce and the Certainly platform is built for employees with no coding skills required, allowing anyone to create and run a fully functional Conversational AI chatbot.
Conversational commerce tools have the power to improve a variety of metrics including increasing top line revenue, profit margins, reducing product returns, lowering cart abandonment, increasing lifetime value and improving the overall customer experience. Not to mention added benefits such as time savings and operational efficiency.
The metrics to watch would be conversion rate and average order value. With a tool like Certainly, you’ll “certainly” (*pun intended!) see increases to both.
Below are some results provided from fashion retailer Siksilk since they started using Certainly:
- Average Order Value has increased by 40%
- Conversation Rate has increased by 14%
- Customers reaching checkout has increased by 31%
Before getting started with this tool, you have to think about how you want to roll it out. Do you want it to be around their templates and library? Do you need a lot of custom work and custom branding done? Do you need your own specific style guide? The more time you invest in planning how you want to utilize Certainly, the faster you’ll be able to get it up and running.
Typically the person setting this up will be your customer service manager or success manager, and you could also bring in your head of Ecommerce, head of marketing/CMO. This tool really encompasses customer service and conversion rate optimization/sales, so it’s going to require some cross-departmental collaboration.
It can take as little as a few days to get up and running, and with more advanced or multi-language rollouts, up to a couple of months. Ultimately, it depends on how organized/certain your plan for the tool is and how much staff you have dedicated to the setup.
Certainly is perfect for high-growth merchants that want to increase conversion rate and retention of their users. Stores with high purchase frequency as well as revenue in excess of $1M/year with at least 10k in traffic/month would benefit from a tool like Certainly.
Specifically, brands in fashion & apparel, home DIY & furniture, sporting goods and home electronics, etc. where there can be a lot of questions around products are primed for conversational commerce.
Starting and mid-growth stores should be focused on other tools and experiences before investing in something as powerful as conversational commerce. But as you scale and build out your growth plan, keep it in mind as it will become essential once you reach high-growth.