Think. Plan. Thrive.

Are you making the most of
customer conversations?

Create better experiences
through conversational
customer support and marketing.

 
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Conversations with business impact.

Conversations build the best relationships. And more and more, your customers expect them wherever they are, whatever they need.

We help you to use conversation to create great experiences. We help you to use automated chat and conversational AI to enhance the relationships you're already built. We apply it quickly. Then support you and your team to grow.

Our projects often use marketing channels like Facebook or Twitter - to automate the conversations your customers are dying to have on-demand. We also consider what’s behind the scenes - in social media and customer teams, to make conversation easier and more human.

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Why use conversation?

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Optimise customer support

Reduce agent call volume. Answer customer requests instantly and automatically. Analyse data and guide your people through complex procedures. Integrate with Intercom, ZenDesk and Service Hub.

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Boost Engagement

Instant messaging creates unique customer relationships. Put your company where your customers are already talking many times each day.

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Increase conversion

Guide purchases. Enhance service and increase upsell opportunities. Convert more consumers into customers, faster than ever.

 

in partnership with

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Our clients and partners

 
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Superpowers for retailers.

We work with brands to create engaging customer experiences, because we believe this is the key to sustainable, profitable businesses.

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OUTBOUND Marketing

Open a new, highly effective and cost-efficient marketing channel with chat. Use it to engage prospects and customers through persistent messaging and clever campaigns, at a lower cost per conversion than current paid activity.

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INBOUND Product discovery

Sometimes you just need an expert opinion. We help retailers to guide purchases through simple, quick discovery by asking the right questions. It creates better experiences and with it, increases conversion, basket size and loyalty.

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Service not support

Customer support shouldn’t be limited to when there’s a problem. We help retailers to offer incredible service and unexpected experiences by giving teams more time. It increases loyalty, referral and support staff happiness too.

 
 
 

Case study: GreatPlace

Find a great coffee in 15 seconds.

London is a city of opportunity. But with so much choice, finding a great place for a meeting takes research, time and local knowledge.

We launched GreatPlace this year to tackle this problem. It serves London's startup and business community, helping them to make meetings better by suggesting places for coffee or cocktails from a hand-picked list of venues.

In our first month's trial:

  • 🚀 Acquisition: 1000 users in the first month.
  • 🚀 Retention: Used on average 4x per month.
  • 🚀 Value: > 50 conversations with prospective clients.
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"A sense of possibility and enthusiasm characterises Think Plan Thrive's approach, and their work."

Catherine Nalty, Head of Office for Disability Issues, DWP.

 
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mima

Case study: Mima

Enhancing customer service in times of disruption.

When Virgin's trains are delayed, their customer service team is unable to cope with the volume of enquiries - often over 8000 per day.

Mima takes the load off customer service agents by working behind-the-scenes. It learns. Deals with data. And removes repetitive and time-consuming tasks, providing suggestions that give a team time to be personable and provide a friendly humanised customer service.

Results:

  • 🚀 Service: Reduced service response time by 50%.
  • 🚀 Ease: 65% of enquiries answerable by Mima.
  • 🚀 Value: 10 hours saved each day in an average team.
 
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How we work.

Our projects start with a sprint. We need just two weeks to help you to explore opportunities to make the best impact, create a plan and a prototype ready to test with your customers. We’re there to support you after too, helping you to gain insights from tests, to build, integrate and support a fully-fledged, validated solution.

 
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Assess.

A tailored project approach.

We work with you to set the project objectives. We gain insight from your market, customers and your people.

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Sprint.

A prototype and a plan.

A collaborative two-week sprint to develop ideas, test and iterate conversational prototypes and build a plan for scaling.

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Grow.

Conversational excellence.

Support to grow from prototype into a product. We work with you to build, market and operate the new product.

 
 

Let’s chat chat.

We’re working with leading brands to build better experiences using chat.

Get in touch to discuss the latest e-commerce case studies. To chat through your thoughts. Hear some of ours. And find a way to make extraordinary things happen in no time at all.

 
 
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