Milly Chat

Chat replay + AI summaries is literally the best feature. I can summarize what my audience is missing, find gaps in my product information and reduce friction. There are more features but I haven't gotten into them all yet.

Milly Chat is super feature rich, and we find ourselves coming back to three core features.

1. Chat Replay - I get to see every chat and search that occurs on the store. It is logged, time-stamped with URL information, so I know where the question came from. Let me tell you, customers ask some really dumb questions. But it helped me realize how to prioritize my home page to reduce friction

2. Knowledge Base - I was able to load 20 technical PDFs to help inform the answers to my customers, and it reflects and it looks really slick when Milly is giving in-depth technical answers to people who ask it instead of just referring people to customer service

3. Weekly Recap - weekly summaries of the most common themes asked about in my store. For us, it was the fact that we had a ton of people asking about how to purchase replacement batteries. We have them in stock. We just didn't put them online because they are expensive and we didn't think anyone would buy them. We put them online, and now I have an entirely new source of meaningful revenue, and we are better serving out customers in the process.

There are other cool features, like answering questions about coupons and promotions and even signing people up for our newsletter directly from the chat, (and giving the customer a sign up email discount) but I just need to spend more time.

I expect this software to evolve, and I believe my business will evolve with it.