Certainly is an innovative conversational AI platform built to cater to businesses operating in the ecommerce and customer service industries. The company is focused on delivering exceptional experiences for customers while providing scalable growth opportunities for businesses.
Certainly's AI technology is designed to communicate on human terms, improving efficiency while also reducing inefficiencies. The platform offers instant customer service, data collection and analysis, excellent customer experience, and integrations with business systems and CRMs. With a team of over 50 people from more than 20 countries, all sharing vast experience in Artificial Intelligence and Machine Learning, Certainly is committed to improving human and business interaction within the ecommerce industry.
TLDR
Certainly is a conversational AI platform made for businesses operating in ecommerce and customer service. With AI technology that communicates on human terms, Certainly offers features such as instant customer service, data collection and analysis, integrations and customizations, and excellent customer experience.
The platform is supported by a team with extensive experience in Artificial Intelligence and Machine Learning, and there are values of diversity and teamwork at the forefront of the company's operations. Although pricing for the company's product/tool/service is not listed on their website, customers can expect to receive a custom quote based on their specific requirements.
Company Overview
Certainly is a Conversational AI Platform designed for ecommerce and customer service. The company's next-generation technology enables businesses to provide exceptional experiences and scale their growth. They represent the evolution of chatbots, with a fundamentally new way of thinking, designing ecommerce, and user experiences.
Unlike other AI platforms, they listen to clients' needs, and help bring the communication between systems and humans back to being on human terms. Certainly wants to support businesses by reducing inefficiency and delivering awesome ecommerce and support experiences that build customer lifetime value.
The Certainly team is made up of 50+ employees from over 20 nationalities, all working around the world, with over a decade of experience in Artificial Intelligence and Machine Learning. Certainly's mission is to help businesses build fantastic user experiences through personalized, intelligent virtual assistants.
They aspire to fix how companies communicate digitally with people by providing a truly interactive experience based on conversation, not clicks. The company's name comes from its inherent meaning of a positive answer, representing the level of skill and service which exceeds expectations.
The company was initially called BotXO, which was a combination of technology ('Bot') and humans ('XO' - meaning 'hugs and kisses'), with one of their core values being to use technology to be on human terms. However, people kept getting the name wrong, leading the company to change its name to Certainly.
Certainly is built on teamwork, valuing diversity, talent, and grit over pedigree. The company believes in the synergy between technology and humans to achieve the best results when working together. They are proud to have been recognized by some of the top organizations in the field, winning accolades such as the Best Conversational AI & Chatbot Platform - Europe in 2021, Best Chatbot Solution Provider in 2020, and being a finalist in the Best Startup/Scaleup category in 2021.
Features
Instant Customer Service
24/7 Multilingual Assistance
Certainly's AI-powered tool can understand and answer customer queries in seconds, in over 14 languages.
Human Touch Assistance
The tool takes the heat off your Customer Support team and gives them time to focus on the conversations that require a human touch.
Efficiency Improvement
Resolve up to 90% of queries without requiring human touch, leading to faster ticket resolution and improved efficiency, which can save time and resources.
Integrations and Customizations
Easy and Quick Integrations
Certainly's tool offers tons of premade integrations to cut down up to 90% of your development time while building new integrations with your business systems. It can also be customized to create company-specific data.
Multiple Contact Channels
The tool can answer customer queries regardless of how they contact you such as your website, SMS, Instagram, WhatsApp, Messenger, and even your mobile app.
Flexible Customizations
Certainly's Chatbots can upsell, cross-sell, collect emails for marketing, add products to the cart, and lead visitors through checkout, all while offering a more sustainable shopping experience by reducing returns. You can also create a Digital Twin of your best salesperson to guide your customers along their ideal path to the exact item they need with the Chatbot.
Data Collection and Analysis
Zero and First-Party Data Collection
The tool collects zero-party and first-party data through customer conversations and knows when to provide the right product at the right time.
Comprehensive Data Insights
Through analysis of the data collected by the Certainly bots, users gain qualitative, actionable understanding of the buying journey. Google Analytics can be supplemented with the tool's features to understand the collected data and integrate with data visualization software, which is perfect for user profiling and segmentation.
Data-Driven Optimization
The tool allows for fast optimization of flows and conversations based on user behavior and feedback. The website's bot can be edited directly on your website with the new Certainly Browser Plugin.
Excellent Customer Experience
Customized Widget
The tool allows for tons of customizations for your widget, so you can let your brand voice shine through on all touch points. It's easily modifiable from cute and quirky to classic and serious.
Ticket Deflection
Automated support is available on FAQ, shipping, delivery, returns, and more. Quick ticket deflection is enabled, resulting in less waiting time, higher CSAT, NPS, and customer lifetime value.
User-Tailored Messages and Offers
Certainly's tool ensures customers stay engaged by signing them up to community newsletters and providing user-tailored offers based on purchase history and intent.
Integrations
Certainly's tool/product/service has a wide range of integrations with business systems, CRMs, and third-party tools that can be connected to the platform via APIs. These integrations allow users to connect their entire tech stack to the Certainly platform, empowering teams and breaking language barriers with out-of-the-box integrations for their most important tools.
Ecommerce Platform
Certainly's tool/product/service integrates with Shopify, an ecommerce platform, to retrieve customer, order, and product information for conversations with visitors. With this integration, Certainly users can have contextually relevant conversations with visitors and engage with them with a more personalized approach.
CRM
The Certainly platform integrates with various CRMs, including Gorgias and Zendesk. With the Gorgias integration, users can create and update email tickets on the platform, transfer live chats to Gorgias agents, and more. The integration with Zendesk allows users to create and update tickets on the platform while passing metadata dynamically into any field.
Marketing & Other Automations
Certainly's tool/product/service integrates with Klaviyo for marketing and other automations. With this integration, chat visitors can be subscribed to a user's Klaviyo contact list, or visitor events can be posted to a Klaviyo account. Additionally, the platform enables users to automatically generate unique, human-like replies to customer inquiries, saving significant development time.
Webhook Builder & Web SDK
Certainly's tool/product/service offers a Webhook Builder & Web SDK that can save users up to 90% of development time compared to building custom integrations from scratch. This feature allows users to create and customize their own integrations by building webhook endpoints and HTTP(S) request handlers that can pass data between the Certainly platform and external systems, thereby streamlining the entire process for users.
Pricing
Certainly offers flexible, value-based plans that provide the tools and support your brand needs to grow. The pricing is not stated on the website, but it is customized to the customer's needs, so pricing will vary.
All plans come with one website domain and up to 1,000 monthly conversations. Certainly's no-code Conversation Builder and premade content for ecommerce are included in all plans.
Additionally, Certainly offers a Shopify integration, email and chat handover, zero-party data collection, and segmentation and filters.
Certainly's standard terms include standard support, template integrations, and a Webhook Builder. Customers have the option to add personalized responses, actions, and product recommendations, as well as up to three channel integrations, advanced out-of-the-box integrations, and premade channel integrations. Certainly also offers helpdesk integration, custom Webhook Builder, and product discovery flows.
Customers can customize and improve their buying journey based on visitors' needs, actions, and intent. All channel integrations and conversational commerce are included, along with intent-based pop-ups and proactive campaigns and messaging. Certainly also offers custom channel integrations and APIs.
The onboarding process includes support from purchase to launch and standard maintenance, access to the Help Center documentation, video tutorials, webinars, events, and the Support Bot. Additionally, workshops are tailored to customers' needs to provide in-depth knowledge of Platform features and AI chatbot design, plus advice on organizational setup and strategic business implementation. For customers needing extra support, Certainly offers project support from building a bot to ad-hoc integrations.
Annual certification of one or more employees is also available to ensure the organization retains the necessary knowledge and know-how in-house.
The pricing for Certainly's product is not listed on their website and is customized to the customer's needs. Customers can expect to receive a personalized quote based on their specific requirements.
FAQ
What is Certainly Conversational Commerce?
Certainly Conversational Commerce is an AI assistant that enables personalized conversations with shoppers to understand their needs better while improving conversion rates and reducing returns. The AI bot guides the shopping experience similarly to a top-performing salesperson, listening to visitors' wishes while taking them to the right products, adding items to the cart, upselling, and more.
What types of customer support does Certainly provide?
Certainly provides dynamic support, reducing wait time, and helping with a range of customer-related concerns, including purchase, checkout, order status, returns, and more. With 24/7 availability, Certainly offers smooth customer journeys and ticket deflection at scale, allowing for tickets to be solved without human touch, and resulting in an increase in website conversions and an increase in average order value.
How quickly can I expect to see a return on investment with Certainly Conversational Commerce?
The return on investment with Certainly Conversational Commerce varies depending on the company's specific circumstances. However, the platform has been known to increase website conversions, average order value, and days to full return on investment. Any company looking to develop a brand voice and boost revenue, ecommerce, and D2C would highly benefit from their services.
What type of integrations does Certainly offer?
Certainly offers no-code template integrations for business users as well as hyper-flexible APIs for developers. Plus, the dedicated team assists in connecting Certainly Conversational Commerce to all your business systems in no time. The platform offers customization options, allowing for a flexible configuration that couldn't be found anywhere else.
What is the customer service experience like with Certainly?
The general experience with Certainly has been fantastic. The platform offers astounding customer service, with an attentive team ready to assist whenever a customer hits a snag. The team is fast to respond and offers clever solutions to any issue.
Additionally, the platform is flexible and versatile, allowing customers to use Certainly to meet their specific needs. If something is currently not possible, the engineers will work to make it happen.
