Why we built an AI-powered live chat alternative to Intercom and other existing solutions

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Advanced AI powers Ortto’s next-generation live chat tool, Talk, which lets businesses leverage insights from their customer data platform to provide truly personalized conversations at scale.  Unlike existing solutions, with functional data limitations that are more hindrance than help, Talk is built into Ortto’s marketing automation, analytics, and customer data platform.

Moreover, Talk’s custom AI model is trained on information from your website, help documentation, app, and even previous conversations to surface the relevant information faster by providing suggested replies and resources to your team. It’s time to try a new way to talk to your customers. 

Existing live chat products have frustrating limitations

Live chat is one of the most important tools in an omnichannel marketing strategy. Increasingly, however, businesses are finding that current live chat platforms such as Intercom are falling flat due to a frustrating lack of functionality. Ultimately, this results in a poor customer experience, putting off prospective customers, disappointing existing ones, and negatively impacting your bottom line. 

Ineffective data integrations

Integrating your existing CRM, customer data platform (CDP), and other data sources with most live chat platforms is a time-consuming and difficult process. Because of this,  the data is refreshed irregularly, leaving your team with only partial context when they’re responding to prospects and customers, wasting time for everyone by forcing the customers to provide information that your team should already have on hand.

Lack of company-wide access

Feedback from prospects and customers is crucial for any business operating today. Yet, often, live chat platforms are only accessible to one team, leaving your product and marketing teams out of the loop with everything from how prospects are responding to campaigns to feedback on your product itself, resulting in missed opportunities because teams do not have a complete understanding of the customer journey.

Inability to provide an omnichannel experience

Truly omnichannel customer experiences are impossible to provide if every conversation is confined to a single platform. However, many current chat platforms make it difficult to switch seamlessly between live chat and other channels of communication, resulting in a frustrating, fragmented customer experience.

Lost opportunities and increased risk of churn

Existing live chat platforms make poor use of AI, forcing customers to interact with a bot that has limited information and provides a  limited set of predetermined options. Many of these bots are built to deflect rather than respond to inquiries and issues, providing links to documentation instead of engaging in a real conversation,  leaving customers feeling frustrated and ignored — putting your business at risk of losing both new and existing customers.  

It’s impossible to effectively engage with customers at scale

Clumsy use of generic AI in existing live chat platforms wastes rather than saves both your team and your customers’  time, making it impossible to engage in real conversations with your customers at scale, providing them with relevant information while remaining on brand.

Complex and confusing pricing 

Businesses are confused by the pricing of many live chat platforms, that claim their pricing is transparent but is often anything but,  making it almost impossible to budget for these products, adding stress to businesses at a time when they’re already extremely conscious of their bottom lines. 

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How Ortto’s AI-powered live chat will transform your customer relationships

Businesses can’t afford to waste their time and money on live chat platforms that don’t function as they want. Ortto’s Talk was built to address the limitations of existing platforms, offering a powerful alternative that leverages data and Ortto’s advanced AI. This means businesses can efficiently engage in conversations at scale, providing a better experience for prospective and current customers to drive conversions and loyalty.  

Live chat that’s built-in, not bolted-on

Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before.

AI that knows your business better than you do

Talk lets you train a custom AI model on your own content — from your website to help documentation and support tickets to past conversations — and gets smarter over time - to surface relevant resources and suggested replies.

Solve problems faster with voice and screen sharing 

Get to a resolution faster by switching to voice calls and share your screen - without switching to another platform.

Switch channels seamlessly for a truly holistic experience

Keep the conversation going across a range of channels without missing a beat. Consolidate every part of the conversation -  including live chat, email, and SMS - in a single inbox.

Convert leads into customers faster

Empower your sales teams to initiate conversations with leads at the right time, enriching your data with sources like Clearbit so you focus on website visitors that fit your ideal customer profile. 

Collect customer feedback immediately

Ask for feedback from your customers as soon as the conversation ends to get a better understanding of how your interactions are influencing the entire customer experience, and make adjustments ASAP.

Transparent, straightforward pricing

In the current economic environment, it’s never been more important to know exactly what you’re going to be paying for, before you start paying for it. That’s why we offer completely transparent, affordable pricing. 

It’s time to have real conversations with your customers

Limited access to data and generic, generative AI means that businesses are unable to provide their customers with truly personalized communications at scale. Talk, Ortto’s AI-powered live chat tool, is fully integrated with Ortto’s marketing automation, analytics, and customer data platform, and powered by advanced AI that learns from your own content and leverages the insights you already have to provide customers with the information they want and need.

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