I am incredibly excited to announce that today we launched Chat for Magento, powered by dotdigital. As part of the Magento 2.3.4 release, we have bundled our live chat product and included one free agent for merchants to get started. This is exclusive to M2 merchants and starts an exciting new chapter in our dotdigital-Adobe relationship.
Forbes Agency Council predicts that conversational marketing will be one of the top 15 marketing trends that may impact 2020. With dotdigital’s many years of ecommerce and marketing heritage, we understand the challenges this brings to marketers, not just in how to deal with real-time interactions, but also how best to manage this data to power engaging consumer experiences.
In November 2015, dotmailer (now dotdigital Engagement Cloud) was announced as Magento’s first ever premier marketing automation partner, shortly followed by being one of the first to be bundled directly into Magento’s core code base. Ever since, we have been the preferred choice for merchants and partners to deliver the best, most integrated and seamless experience for ecommerce and marketing teams working in collaboration, to deliver the best customer experience possible.
Our relationship with Adobe has continued to grow and develop post acquisition of Magento by Adobe in 2018. We have been an active supporter of the fantastic community and ecosystem which surrounds Magento, and wanted to give something back to the many who have supported us and our continued growth. Live chat enables B2C and B2B merchants to interact with their consumers, assisting their purchase experiences and solving their challenges in real time. For those who want to take the next steps with larger teams of agents, you will be able to upgrade and add more. For those who want their omnichannel touchpoints and conversational data to drive the ultimate marketing experience, merchants can upgrade for full access to dotdigital Engagement Cloud.
We have built the underlying chat infrastructure to be in real time, the technology is ‘API-first’ and as part of subsequent releases we plan to expose many of these API endpoints to the community. Customers and partners will be able to design highly interactive chat experiences integrated into unique merchant workflows. Soon we will also be enabling multi-team support which makes AI bot integrations possible. On the horizon, omnichannel chat will enable businesses to engage in conversational commerce and offer a superior customer service, all from one space, no matter the customer’s channel of choice.
Milan Patel, CEO dotdigital