What is Attentive Concierge™?

Attentive Concierge™ builds on conversational journeys with one major difference: instead of sending pre-written messages to subscribers, a real, living human being at Attentive will read and respond to subscriber messages. Attentive uses all of your customer service materials and FAQs to craft great messages, and use conversational selling techniques while maintaining your brand voice to drive triple ROI in a matter of weeks.

Attentive Concierge agents are a team of Attentive employees trained to best address the needs of your brand (as well as with some AI assistance). Each Attentive Concierge agent has experience in both e-commerce and customer service, and are pros at high-volume, conversational-driven assistance.

Why does Attentive Concierge cost more?

Attentive Concierge agents are real, living people employed by Attentive. We pay Attentive Concierge agents highly competitive rates to ensure that we have the best talent in the industry. Unlike a regular SMS or MMS message sent with Attentive, each Attentive Concierge message is actually sent by someone who is trying to say exactly the right thing to drive more sales for your business.

How long do Attentive Concierge agents take to respond to messages?

Attentive Concierge agents aim to respond to messages in less than five minutes, but we’re constantly striving to reply to more messages faster.

How do I create an Attentive Concierge journey?

Check out Create an Attentive Concierge journey.

Which journeys can I use Attentive Concierge with?

Currently, you can use three triggers with Attentive Concierge:

  • Cart abandonment
  • Checkout abandonment (Shopify only)
  • Site abandonment

What happens if an Attentive Concierge agent can’t answer a question?

Occasionally, Attentive Concierge agents won’t be able to answer specific questions from subscribers as Attentive Concierge agents won’t have access to all of the details about each subscriber. For example, Attentive Concierge agents can’t see details like subscriber order IDs.

When that happens, the Attentive Concierge agent will escalate the message to your team to respond to the subscriber directly. You can respond to escalated subscriber messages in two places:

  • Reply directly to the escalation email the Attentive Concierge team sent you. Note that your reply doesn’t go directly to the subscriber; the Attentive Concierge agent will use your response to reply to the subscriber.
  • From the Conversations tab in Attentive, where you can reply directly to the subscriber.

Should I use a discount code with Attentive Concierge?

Yes! We recommend that you set up a discount code to use with Attentive Concierge so that Attentive Concierge agents can best incentivize customers to complete their purchases. Attentive Concierge agents will have access only to the discount code you choose when setting up the Attentive Concierge journey.

What happens when I add a UTM to an Attentive Concierge journey?

When you set up a UTM for use in an Attentive Concierge journey, anytime an agent shares a link with a subscriber, the link will have UTMs attached to it. For example, if a customer abandons a checkout, an Attentive Concierge agent will often share a link back to that checkout in order to convert the sale.

Can I build campaigns managed by Attentive Concierge?

For now, Attentive Concierge agents are available only in journeys. Stay tuned for Attentive Concierge campaigns!

How should I structure the initial messages in an Attentive Concierge journey?

You’ll get the best results with delightful, personalized messaging in your initial message to subscribers. Messages should include the name of the subscriber, persona name of your brand, the name of your brand, and an open-ended question.

Here are some examples:

Offer subscribers a discount

  • Example message: Hey {first_name}, this is Sarah from Hudson & Ivy, I see you're checking out our {product_name}. Great choice! 😊 Want me to see if I can get you a discount!?
  • Journey types: Checkout abandon, cart abandon, and site abandon

See if subscribers need help answering a question

  • Example message: Hey {first_name}, this is Sarah from Hudson & Ivy, I see you're checking out our {product_name}. Great choice! 😊 Any questions I can answer for you?
  • Journey types: Checkout abandon, cart abandon, and site abandon

Offer product-specific education

  • Example message: Hey {first_name} this is Sarah from Hudson & Ivy, I see you're checking out our {product_name}. Want to learn more about the product, let me know! 🚀
  • Journey types: Checkout abandon, cart abandon

How do I evaluate the performance of Attentive Concierge journeys?

Once your first Attentive Concierge journey is set up and running smoothly, your Attentive Concierge agent will share key metrics with you to help you evaluate its success. You can expect:

  • Metrics for the overall journey
  • Metrics specific to Attentive Concierge emailed to you weekly
  • A mid-trial check in with our team
  • An end of trial check in with our team

How can I monitor and provide feedback to my Attentive Concierge agent?

Once you’ve gone live, we recommend that you regularly check in with the conversations that your Attentive Concierge agents are having. This will help you get a sense of how Attentive Concierge agents are interacting with your subscribers, and give you opportunities to provide feedback so they can get even better at converting sales.

You can see each conversation that Attentive Concierge agents have from the Conversations tab in Attentive.

  • Once each week, we recommend:
  • Go through the Conversations tab.
  • Submit any feedback through this survey.

How do I sign up for Attentive Concierge journeys?

Contact your CSM.