Certainly

Introduction

Certainly is a Danish-based conversational AI platform that provides 24/7 multilingual customer support, sales and marketing support, and customization features to ecommerce businesses. With over a decade of experience in artificial intelligence and machine learning, Certainly offers a fundamentally different approach to intelligent virtual assistants which prioritize conversations over clicks. The platform has been recognized with numerous accolades, including 'Best Conversational AI & Chatbot Platform - Europe 2021' and 'Best Startup/Scaleup 2021 Finalist,' and empowers businesses to deliver personalized and empathetic user experiences that build long-term customer loyalty.

TLDR

Certainly is a conversational AI platform that empowers ecommerce businesses with 24/7 multilingual customer support, sales and marketing support, and customization features. Their AI tool can answer customer queries across multiple channels, handle high volumes of customer queries, improve efficiency, and reduce cart abandonment. Certainly's customization features include brand voice customization, automated support, and easy integrations with your tech stack. The platform offers a seamless integration with Shopify, Gorgias, Zendesk, and Klaviyo, allowing customer support teams to provide personalized and efficient support to customers and increase customer satisfaction. Certainly's integrations help businesses manage their tech stack and streamline their operations, leading to increased productivity and higher customer satisfaction.

Company Overview

Certainly is a Conversational AI Platform that focuses on empowering ecommerce and customer service experiences by delivering exceptional and personalized solutions to its clients. The company has revolutionized the chatbot industry by providing a fundamentally new way of thinking, designing, and executing intelligent virtual assistants. This next-generation technology understands and caters to the pain-points of its clients, thus reducing inefficiencies and providing a truly interactive experience based on conversations rather than clicks.

The company's core values align with the human touch of technology, enabling it to be on the same wavelength as its clients. Certainly is dedicated to providing exceptional user experiences that build customer lifetime value by nurturing personal and empathetic conversations between humans and systems. The name 'Certainly' represents an affirmative and positive answer, much like the proficient and high-quality service that clients receive.

Headquartered in Denmark, Certainly has a global presence, employing over 50 professionals from 20 different nationalities worldwide. The company has over a decade of experience in artificial intelligence and machine learning. It is committed to synergy between humans and technology to achieve the best results.

Certainly has been recognized as the 'Best Conversational AI & Chatbot Platform - Europe 2021', 'Best Startup/Scaleup 2021 Finalist', 'Chatbot service of the year 2020', and 'Best Chatbot Solution Provider 2020' among many other accolades. The company focuses on reducing inefficiencies and providing exceptional customer experiences to shape the ecommerce industry positively.

Features

Instant Customer Support

24/7 Multilingual Support

Certainly's AI tool can understand and answer customer queries in seconds, 24/7 in over 14 languages, providing instant customer support. This takes the heat off your Customer Support team, giving them the time to focus on the conversations that require a human touch. The chatbot can handle a high volume of customer queries without the need for additional human resources, ensuring that your business can provide the best service to your customers.

Answer Queries across Multiple Channels

Certainly can answer customer queries regardless of how they contact you. Whether it's through your website, SMS, Instagram, WhatsApp, Messenger, your own mobile app, and more, the chatbot is always available to help customers in need. This provides a seamless customer experience that is both convenient and cross-functional.

Improved Efficiency

By using a chatbot to deflect the sheer number of tickets that don't require a human touch, Certainly allows for faster ticket resolution when handled by the chatbot first. Businesses can reduce costs and improve efficiency in customer support with these technological solutions, which keep the chatbot functional around the clock, every day of the year.

Sales and Marketing Support

Digital Twin Salesperson

Certainly offers a tool to create a Digital Twin of your best salesperson. This AI-powered feature guides your customers along their ideal path to the exact item they need (and even a few they didn’t know they needed). Business owners know that personalized sales experiences have higher conversion rates and AOVs, so this feature will boost both of these metrics.

Reduced Cart Abandonment

Certainly chatbots can upsell, cross-sell, collect emails for marketing, add products to the cart, and lead visitors through checkout – all with proprietary technology to redirect visitors to the right product and size. The end result for ecommerce businesses is a reduction in cart abandonment, driving extra monthly revenue.

Optimization of Flows and Conversations

Certainly allows business owners to collect zero-party and first-party data through customer conversations to supplement Google Analytics data. This helps businesses understand the buying journey by user profiling and segmentation. The chatbot is continuously trained to handle 90% of consumer questions, and the data insights collected can optimize flows and conversations based on user behavior and feedback, leading to the perfect chatbot experience.

Customization

Brand Voice Customization

Certainly offers tons of customizations for your widget, allowing your brand voice to shine through on all touchpoints. There are numerous design options, from cute and quirky to classic and serious, so businesses can choose the best design to fit their branding needs. The chatbot can be customized to a unique look and feel that matches the rest of the business's website or customer journey.

Automated Support

Certainly offers automated support on frequently asked questions, shipping, delivery, returns, and more. Quick ticket deflection means less waiting time, higher customer satisfaction (CSAT) and Net Promoter Scores (NPS), and increased customer lifetime value, so customers stay engaged and feel supported throughout their entire purchasing journey. There's also an option to sign up for community newsletters and receive user-tailored offers based on purchase history and intent, providing businesses with more personalized customer experiences.

Easy Integrations

Certainly provides businesses with tons of template integrations for quick use and flexibility, with various options for webhooks and APIs available. Businesses can add custom integrations and connect the chatbot with other software, making customer service more accessible to various departments within the organization.

Integrations

Certainly's tool offers a wide range of integrations to connect your entire tech stack and empower your teams. It can seamlessly integrate with any business system, CRM, or third-party tool with an API. Users can easily browse integrations and connect their most important tools to the Certainly platform without any hassle. By breaking language barriers and utilizing out-of-the-box integrations, teams can provide better customer support, streamline operations, and increase productivity.

If you have any questions or want a guided tour of the integrations and the Certainly platform, you can reach out to their support team for assistance.

E-commerce Platform

The Certainly platform offers a seamless integration with Shopify, allowing businesses to retrieve customer, order, and product information and utilize it in conversations with visitors. By integrating with Shopify, customer support teams can provide personalized and efficient support to customers and increase customer satisfaction.

CRM

The Certainly platform also integrates with Gorgias and Zendesk, allowing businesses to create and update email tickets and live chats with ease. Support teams can transfer live chats to Gorgias agents and automatically generate unique, human-like replies to customer inquiries. They can also pass metadata dynamically into any field and save approximately 90% of development time by using the platform's Webhook Builder & Web SDK.

Marketing & Other Automations

Certainly's tool offers integration with Klaviyo, an email marketing platform, allowing businesses to subscribe chat visitors to their contact list or post visitor events to their Klaviyo account. This integration can be extremely useful for businesses that rely on email marketing to drive sales and engage customers.

The platform also offers an automation feature that automatically generates unique and human-like replies to customer inquiries, saving businesses time and effort in maintaining customer support operations.

With Certainly's integrations, businesses can efficiently manage their tech stack and streamline their operations. By providing out-of-the-box integrations for critical tools, the Certainly platform empowers teams to break language barriers and manage their operations effectively. Moreover, its integration with popular CRMs and marketing tools can help businesses keep customer satisfaction high and drive sales.