Confer With Transforms Online Shopping with Branded Communications Using Vonage APIs
Confer With, the innovative platform redefining online shopping, bridges the gap between in-store and digital experiences through face-to-face, with immersive video interactions. However, challenges with scaling video reliability and extending personalized engagement were obstacles to its vision. By leveraging branded communication solutions through Vonage Communications APIs, Confer With delivers crisp, reliable, interactive customer experiences that enhance trust, boost conversion rates and reduce product returns.
Vonage Solutions and Features
Challenge
Ensure stable, reliable, and branded video connections across varying devices, network conditions, and large volumes; further enhancing customer engagement with post-purchase assistance such as reducing unnecessary returns.
Solution
Vonage Video API; RCS/SMS/WhatsApp via Messages API; Conversational Marketing
Results
Vonage APIs ensure that Confer With delivers seamless, engaging and vibrant video calls, providing real-time error handling, and granular analytics, enabling Confer With the ability to focus on user experience instead of backend issues.From Browsing to Belonging: Making Online Shopping Personal
Confer With aims to bring the human touch of in-store shopping to the digital world. Its purpose-built video shopping platform connects customers with a network of brand experts and retail partners through fully immersive video calls, creating moments of trust and interaction that traditional e-commerce platforms lack, enabling sales and market share growth.
However, their mission came with some challenges. Dan Garner, Chief Product Officer at Confer With said, “Shopping online is a daily occurrence for many consumers, but they are still seeking specific product insights that online shopping lacks. Conversely, brands are happy to provide those insights, but lack the channels to provide that level of expertise. We wanted to be sure we could provide a quality experience throughout the whole customer journey, where brand ambassadors can control their messaging, build trust with customers and immerse them in their products to create an enjoyable experience.”
Continued Garner, “Part of that meant we wanted to be able to scale up while ensuring stable and reliable video connections across varying devices, network conditions, and large volumes without sacrificing any quality. Additionally, we needed a solution that would essentially go beyond the sale, so our customers can maintain meaningful engagements with their customers even after the purchase is complete, helping reduce costly returns for example – and Vonage provided this for us.”
Dynamic Conversations with Reliable Video and Rich Messaging
Garner said, “Vonage Communications APIs enable us to deliver seamless and vibrant video calls, regardless of network conditions. The solution provides stable connections, real-time error handling, and granular analytics, enabling us to focus on user experience instead of backend issues.”
“With Rich Communication Services (RCS) via the Vonage Messages API, for instance, we are able to transform ordinary text interactions into engaging conversations with interactive buttons and rich media–including images and videos,” continued Garner. “These features make it easier for customers to connect pre- and post-purchase, build trust and ultimately feel supported. This includes our AI Sales Assist self-service feature built to support team knowledge and transform the RCS experience by streamlining customer interactions and seamlessly transitioning to a video call when a more personalized support is needed.”
With Vonage, Confer With uses RCS to capture customer attention with branded, interactive conversational messages. It elevates the video shopping experience by delivering an out-of-the-box app-like interface that feels seamless and engaging. Customers can connect effortlessly and securely through marketing campaigns or in-store QR codes, gaining instant access to live experts and a reliable platform for ongoing engagement.
Owning the Brand Experience with Branded Communications
Confer With offers a fully immersive experience by incorporating personalized branded calling and communication features. Customers can see company logos in the messages they receive and can easily make video calls right from their devices, driving usage and enabling smooth and dependable interactions every step of the way.
Garner explained, “With the integration of Vonage APIs, video-assisted shopping increased conversion rates averaging 23%, with certain brands reaching 30% and higher. Shoppers enjoy a seamless, engaging experience, leading to a Net Promoter Score, or NPS, above 80. Thanks to interactive follow-ups via RCS and video calls, retailers have seen a 30% reduction in returns compared to eCommerce, significantly reducing the burden of post-sale logistics for retailers. With branded communications, this creates a trusted, professional environment for all interactions, showing an average order value that is 50% higher than eCommerce.”
Results that Speak Volumes
Confer With is redefining how to experience online shopping by bringing a face-to-face element into the digital world. With personalized video calls, branded interactions, and a deep customer engagement at its core, Confer With empowers retailers and brands to connect meaningfully with their customers like never before.
“Vonage’s solutions gave us the flexibility to create a fully branded, interactive experience that feels personal and professional,” said Garner. “We’ve not only improved conversions but have also established deeper trust with our customers.”
Learn more about how Vonage Communications APIs including how to use RCS and Own Your Brand with Vonage can bring unparalleled personalization and interactivity to your brand.
