Intelligent Messaging

The next evolution of chat is here to help brands deliver a more human and holistic customer experience.

Accelerating 1:1 Conversations Between Customers and Brands

Billions of customer messages are left unanswered by brands across social platforms each year. Brands have had to rely on their customer service teams managing customer expectations across a growing number of channels, or robotic chat assistants that can leave a less than desirable - if not slightly maddening - experience for customers… until now.

Introducing Intelligent Messaging, Merkle’s end-to-end messaging solution that quickly connects brands with customers by seamlessly blending our turnkey chat experience with AI assistance, human interaction, technology integrations, and proven CX strategies to deliver a more connected, efficient customer experience. Simply put: we can create a messaging solution that enables brands to scale their chat experience in an intentional and effective way – ensuring no customer is left on read. Brands can customize their experience to meet business goals and tackle specific challenges while creating personalized engagements that resonate with their customers.

Intelligent Messaging Solution Components

You can leverage some or all aspects of our Intelligent Messaging solution. The mix of components for your solution is tailored to fit the specific goals and challenges of your brand.

Intelligent Messaging Blueprint

Craft a tailored messaging strategy that shapes the customer experience for future-state marketing.

Conversational Design & Experiences

Create messaging that matters with intuitive, human-like persona development, and conversation flows, branching narrative and behavior-based experiences

AI + Human-Powered Assistance

Amplify assistance, improve performance, and get support with AI-powered chatbots, synthetic humans, and our human-powered team 24/7.

Click to Message Ads and Marketing Messages

Enable customers to click directly from an ad to a 1:1 message with your businesses via Messenger, Instagram, or WhatsApp for an always-on 1:1 connection and lead generation.

Technology Integration

Seamlessly integrate with industry-leading eCommerce and CRM platforms including Salesforce, Adobe, Braze, and more

Meet Your Customers Where They’re At

To thrive in today's market, brands need to deliver seamless, interconnected, and effortless experiences to their customers while maintaining efficient operating models. By meeting and exceeding customer expectations, brands can set themselves up for success while achieving their goals and driving brand loyalty.

70%

of customers expect to message businesses more with customer service questions
59%

of customers expect to use messaging more to make purchases
68%

of customers expect messaging will create better customer experiences
75%

of global customers want to message businesses (Meta)
66%

of global customers are more likely to shop with businesses they can message (Meta)

- 70%
  
  of customers expect to message businesses more with customer service questions
- 59%
  
  of customers expect to use messaging more to make purchases
- 68%
  
  of customers expect messaging will create better customer experiences
- 75%
  
  of global customers want to message businesses (Meta)
- 66%
  
  of global customers are more likely to shop with businesses they can message (Meta)

What Intelligent Messaging Can Do for Your Business

Extend Media to CRM

Go from campaigns to conversations by creating click-to-chat or scan-to-chat opportunities across multiple customer touchpoints, such as on-pack promotions, in-store signage, events, websites, social media, paid media, and more. Launch 1:1 conversations from almost any media imaginable.

Personalize promotions, product selection and purchase

Provide personalized AI-powered product education, product selection and guided selling tailored to customers’ unique tastes and choices.

Generate and qualify leads with AI-powered assistance

Gather customer insights and qualify leads through AI-powered question and answer flows that drive action, from downloading a report to booking an appointment or offering additional advice

Boost your audience, opt-ins and 1:1 conversations

Connect opt-ins from organic or paid media to CRM; send tailored 1:1 marketing messages that integrate into your overall marketing and messaging strategy.

Increase engagement and participation

Provide ongoing 1:1 communications for product announcements, how-tos, tips and tricks, event activations, loyalty rewards, exclusive access, promotions, appointment booking, and shoppable moments.

Amplify assistance with always-there customer care

Provide immediate responses to customers' FAQs, create efficiency with AI-powered support agents, and seamlessly connect customers to human-powered support teams for more complex inquiries.

First-To-Market Advantage

Gain early access to alpha and beta products along with technology updates and tailored solutions to drive innovation and growth.

Introducing the Meta Messaging Alliance

Dentsu and Meta are joining forces for a global Meta Messaging Alliance to provide joint clients with access to alpha and beta products across Meta Business Messaging platforms including Messenger, Instagram, and WhatsApp, and dentsu's latest proprietary innovation solutions.

 As a Meta Business Messaging Partner, dentsu is able to provide clients access to both dentsu and Meta product teams to create bespoke solutions. Dentsu is also the first global agency network solution provider for WhatsApp Business.

The alliance harnesses new advancements in technology and customer transformation to create what’s next.