Reinventing the Social Customer Journey with Intelligent Story Selling
The new retail reality
The retail landscape stands at an inflection point. Brands can either embrace AI or stay stuck in the past. And the best ones know that AI isn’t a threat to the customer experience but, rather, its most powerful enabler.
In fact, one manifestation — intelligent story selling — has the potential to build personalized and immersive brand experiences that resonate with both brand loyalists and new customers.
But even the most esteemed brands have yet to tap into story selling’s full potential, taking customers on fractured journeys that fail to capture the brand experience from end to end.
This is the precise pain point we founded ChatLabs to fix.
Why the Gap Between Social Media and Brand Websites Damages the Customer Experience
While today’s brands have a wealth of cutting-edge tech at their disposal, many still fall short on one front: converting social traffic. In fact, 70% of consumers arriving from social media leave brand websites without engaging. This figure comes in stark contrast to the average bounce rate, which sits just above 45%.
Put simply: The customer journey from social media to brand websites is fundamentally broken.
And when brands fail to maintain continuity from one channel to the next, they’re not just threatening their KPIs and bottom line. They’re threatening the brand experience itself.
What’s to blame?
Brand websites don’t meet social users’ expectations. When they navigate to these websites, they encounter a series of mismatches: experience mismatch, content mismatch, and even user intent mismatch. They expect an algorithmically curated browsing experience like the one they just left, not the self-service shopping one they find instead.
Think about it: When a user clicks from an ad of Anya Taylor Joy front row at Dior, they’re not looking for the specific shoes she’s wearing. They’re looking for the elite brand experience she represents. They want to be immersed in her reality.
Yet, e-commerce UX takes a more transactional approach, greeting users with static search bars and endless product categories. For today’s impatient, TikTok-addicted shoppers — who live to swipe — this can feel like whiplash. Instead of seamlessly transitioning into another fully realized world designed just for them, they’re forced to fend for themselves on an unfamiliar page. So they bounce.
By failing to meet social users where they are, brands miss crucial opportunities for driving conversions and nurturing long-term customer relationships.
Fortunately, there’s a clear path forward: Using intelligent story selling to create an online shopping experience that mirrors the social one. To drive desirability, brands must integrate social assets into their e-commerce channels.
How ChatLabs Cultivates Brand Desirability Across the Customer Journey with AI
ChatLabs’ mission is simple: Empower our clients to increase brand desirability by optimizing their social media funnels.
Our advanced AI makes this possible, instantly replicating the look and feel of your best-performing social media campaigns on your e-commerce website. Whether leveraging short-form text, video, or images, we help you spin your social assets into compelling brand stories in a matter of clicks.
Our process is twofold. First, we use predictive analytics to understand and anticipate your customers’ needs. Then, we use this information to repurpose your social assets into compelling ads on your brand website. And to create a brand experience that mimics the social one, our algorithms work a little differently: Where websites traditionally focus on the bottom of the funnel, ChatLabs optimizes for the full funnel, treating conversions as a byproduct of engagement. Better yet, we tailor each piece of every journey to the user to drive aggregate marginal gains.
At ChatLabs, we believe AI is superhuman, not inhuman. Our product runs on emotional intelligence (EQ), strengthening every customer interaction it touches. Amem
Don’t just take our word for it: The proof is in the reduced bounce rates and higher conversion rates clients achieve with our platform. We help brand marketers sell moving stories that performance marketers can enjoy downstream as KPI lifts.
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One-click campaign generation
ChatLabs puts content generation on autopilot, building entire campaigns in a single click. How? Our LLMs evaluate millions of customer sessions to generate audiences that mimic your ICP. Then, the models perform a customer needs analysis to produce a matrix of needs for each.
Next, we dig into your existing creative library to isolate specific videos and messaging that respond to these needs. And to satisfy shorter attention spans, our algorithm uses hook point analysis to identify the most compelling three seconds of content to open with. For example, our ads often open with close-ups of products on bodies because our algorithm has found that those convert the best.
What’s more, we help you extend your reach internationally to boost the deliverability of your e-commerce ads. With just one more click, you can adapt any campaign to different languages or currencies, tapping into French, British, and Japanese markets.
Hyper-personalized story-selling sequences
You might, for example, use a video close-up of Zoë Kravitz in a $100K necklace to take a customer on a journey culminating in a $250 purchase. After opening with the close-up, the ad will then pivot into a story about the craftsmanship of your jewelry and the heritage of your brand, coaxing the user to see your products as the fulfillment of their aspirations to grandeur. What you’re selling isn’t the necklace so much as entry into a lifestyle — and that purchase is just the first step.
The stories we sell don’t create customers; they create loyalists. And they do that by catering to your shoppers’ most profound aspirations. We stitch your highest-performing social assets into immersive story-selling sequences tailored to every user. Say you use a video close-up of Zoë Kravitz in a $100K necklace to take a customer on a journey culminating in a $250 purchase. What you’re selling isn’t the necklace so much as entry into a brand lifestyle — and that purchase is just the first step.
Our story-selling sequences are built for today’s engagement economy — which demands that advertorial content be interlaced with experiential content.
Yet, even the most experiential content is optimized for conversions. All products featured in ChatLabs’ story-selling sequences are shoppable, whether they appear in videos, chats, or on product pages themselves. Customers get frustrated when they can’t instantly find what they want, and our stories satisfy that need for immediacy.
Intuitive insights that power performance
Our dashboards don’t just provide numbers; they validate and enhance your brand vision. More specifically, they surface the full-funnel insights you need to fine-tune the entire customer journey. That means optimizing for all major performance metrics, including watch time, CAC, and ROAS — all with an eye to maximizing both conversions and stickiness.
To make this possible, we offer a Content Quality Index (CQI) and Engagement Quality Index (EQI), plus journey continuity reporting that predicts future performance and shows you how current performance is stacking up to plans. Meanwhile, our pattern-based root cause analysis makes it easy to drill down on opportunities for improvements and optimizations.
We also offer real-time behavioral customer segmentation. Using segments, you can craft targeted campaigns to reach each persona with the right message at the right time.
Our insights also uncover hidden dimensions. Consult our dashboards to see which channels users are coming from, what devices they’re using, where they live, and more. With this contextual information, you can adapt your marketing to their exact lifestyles.
Real results from real brands
Proof that performance follows experience
+312%
Customers consume more content and spend more time.
+23%
Highly engaged customers are more likely to convert.
-20%
A seamless experience from reduces friction.
+25%
Compounding benefits maximise your return on ad spend.
