Hootsuite acquires conversational AI leader Heyday
Hootsuite strengthens its leadership in social marketing and commerce with the acquisition of Heyday for C$60 million.
Hootsuite announced the acquisition of Heyday, a Montreal-based conversational AI platform that enables brands to deliver personalized customer experiences via messaging apps. Hootsuite has a customer base of over 210,000 paying customers and 18 million users worldwide.
Heyday is a live chat and customer-messaging platform that uses conversational AI to personalize the online customer experience. It easily integrates with social messaging applications, e-commerce platforms, product catalogs and order tracking systems to deliver instant, personalized service that increases engagement, sales and customer satisfaction. Available in multiple languages and on four continents, the conversational platform counts Lacoste, Decathlon, Cirque du Soleil, Danone, Rudsak, Jack & Jones (Bestseller) among its customers.
Response times still too long
"Social networks are the new interface for sales and customer care. The challenge for modern brands is to manage the ever-increasing number of customer interactions and conversations at scale-which is impossible without the help of AI and automation," says Tom Keiser, president and CEO of Hootsuite.
Social media adoption and usage has increased drastically since the start of the pandemic. A recent Hootsuite study on the global state of digital in 2021 indicates that there are now more than 4.2 billion users on social networks and they spend an average of more than two hours and twenty-five minutes per day on social networks and messaging platforms. Another study by Edison Research found that 39% of consumers on social networks expect a response within 60 minutes or less, while the average response time for businesses is five hours.