Use Cases for Web Conversations

Use Case 1: Enhancing Customer Privacy

Scenario: A European e-commerce company needs to comply with GDPR and EEA regulations while maintaining a seamless customer experience.
Solution: By migrating to Web Conversations, the company ensures fully GDPR and EEA compliance. for example, features like hiding the agent's last name and enabling anonymous chat provide additional privacy safeguards, in addition Readable text with high color contrast, scalable fonts, and clear typography which are all WCAG 2.1 AA compliant ensure compliance with EEA regluations.

Outcome: The company avoids regulatory penalties, builds customer trust, and enhances its reputation for data privacy and accessability.

Use Case 2: Scaling for a Global Audience

Scenario: A multinational retailer operates multiple brands and websites, each requiring a distinct chatbot tone and language support.
Solution: Web Conversations supports multi-profile setups, allowing the retailer to manage all brands from a single platform. The AI chatbot’s multi-language capabilities ensure customers receive support in their preferred language.

Outcome: The retailer streamlines operations, reduces costs, and delivers a consistent, localized customer experience across all markets.

Use Case 3: Improving Customer Engagement

Scenario: A SaaS company wants to increase customer engagement by providing interactive chat options and proactive support.
Solution: Web Conversations enables the use of rich media like carousels and reply buttons, making interactions more engaging. Proactive chat triggers allow the company to reach out to customers at the right moment, such as when they spend time on a pricing page.

Outcome: The company sees higher conversion rates, improved customer satisfaction, and reduced churn.

Use Case 4: Streamlining Internal Processes

Scenario: A customer support team struggles with inefficiencies in managing workflows and tools.
Solution: Web Conversations introduces agentic flows and tools, allowing the team to create custom workflows that align with their business processes.

Outcome: The team improves productivity, reduces response times, and delivers a better overall customer experience.