NEWS FROM OUR PARTNER THE EXCHANGE ADA WINTER 2022 First, measure your company’s CX automation against Learn more industry standards of interaction containment, customer Check engagement, conversion rate, and agent hours saved. ABOUT ADA ON APPEXCHANGE. Your CX Then, see how Ada could help you improve. The end of the calendar year is the ultimate test for your customer experience (CX) automation. With the right automation in place, peak shopping times are a great opportunity to meet high customer expectations. Without the right automation, valuable time and money can be wasted and human CX teams overworked. Our Pre-Purchase Purchase partner Ada put together some Post-Purchase benchmarks to help brands measure Automation to deepen awareness and boost Onboarding new customers and keeping them Retaining customers and encouraging advocacy the success of their automation during acquisition engaged high periods of CX stress. See how Ada can help improve your Containment Agent Containment Conversion* Engagement Conversion* Hours Saved company’s CX automation by increasing containment, customer engagement, Up to 85% Up to 4,000 hours Up to 70% of Up to a 50% increase Up to 135,000 Up to a 50% increase conversion rate, and agent hours saved. per month sales interactions in sales engaged interactions in sales automated per month * Lead to transaction * Transaction to lifetime value Containment 101 Common automation challenges: Common automation challenges: Common automation challenges: • Bad integrations = time wasted for agents • Complicated checkouts = customers abandoning • Hard to access account details = missed Containment measures how many and customers carts renewal opportunities interactions were contained by • Lack of visibility on orders = canceled purchases automation — this is, how many • Impersonal interactions = customers seeking • Lack of communication and engagement = customers were able to achieve their a better experience elsewhere • Inability to reach the right live agent = time wasted customers feeling forgotten tasks without needing to escalate to • Inconsistent flows = more work for customers for agents and customers • Impersonal experience = customer feeling a human agent. How Ada can help: How Ada can help: underappreciated • Answering FAQ • Referrals and promotions How Ada can help: • Product recommendations • Chat-assisted checkout • Account details/authentication • Personalized greeting • Order details/tracking • Personalized support • Self-service • Sales accelerations and handoff • Troubleshooting • Lead capture • Onboarding • Feedback • Proactive reminders and upsells 9