[24]7 set to enhance customer service with purchase of social referral solutions


[24]7: delivering [24]7: enhancing service-channel customer service

[24]7: enhancing service

[24]7, the intuitive customer experience company, has acquired Shopalize, a comprehensive social commerce platform specialising in social sharing and social referral solutions.

With its predictive experience platform, [24]7 leverages big data and predictive analytics to better understand customers and improve customer service and sales results for top global enterprises in multiple industries. With the acquisition of Shopalize, [24]7 said it will offer rich, intuitive social experiences to online consumers while they interact with online businesses.

Shopalize enables e-commerce retailers to promote their brand and increase sales through social sharing, then measure the ROI of social marketing initiatives through comprehensive analytics. Using Shopalize social plugins, consumers can share their purchases or promotions after order checkout and optionally earn rewards for referring friends to e-commerce retailers. Consumers can also use the plugin to discover, in real time, which products other consumers are buying from the retailer. Shoppers considering a purchase can also solicit friends’ input by asking them to vote on a set of short-listed products while sharing their opinion.

The Shopalize acquisition is the latest step in realising [24]7 CEO PV Kannan’s omni-channel vision to power multi-channel, multi-modal and multi-device engagement to make customer service and sales simple. The newly-acquired technology and products, along with [24]7’s recently announced solutions, such as [24]7 Assist, will improve prediction and real-time decision making, while driving improved e-commerce service and sales outcomes across online and mobile channels, the company said.

“This is an excellent opportunity for [24]7 to combine rich content from users and cutting-edge social engagement and amplification tools with our predictive experience platform, to offer an unparalleled customer experience and accelerated sales for e-commerce companies,” said Kannan.

“With our omni-channel vision, we are enabling customer interactions across all channels and applying our predictive analytics to give customers a smarter, simpler experience. We’re transforming the customer experience step by step and improving service and sales across industries.”

Shopalize’s technology and product will be integrated with [24]7’s existing products and will also be offered as a stand-alone solution to enterprise clients.