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HelloDone hires two Narvar directors to lead post purchase

Conversational AI platform HelloDone has appointed Andrew Gough as VP of Sales and Sean Sherwin-Smith as General Manager for Post Purchase to lead its retail and logistics business. They have joined from leading customer experience platform Narvar, where – as Sales Director and Operations Director for EMEA respectively – they established and grew the company’s European presence.

HelloDone has created a new AI platform for retailers and logistics companies that enables automated, real time post purchase conversations with customers through the channels they use most often, including WhatsApp and Facebook Messenger. This means that everything from order tracking, to returns and repairs, to rearranging deliveries can be achieved in an automated conversation with the customer. Unlike chatbots, HelloDone’s natural language processing allows for huge variety in the content of customer messages while still arriving at the right outcome, and feeling natural to the recipient.

Andrew brings over 25 years of international enterprise sales experience and an extensive track record in digital customer experience. Prior to Narvar, he was part of the commercial teams for customer experience analytics platform Clicktale (subsequently acquired by Contentsquare) and IBM.

Sean has a 30-year track record in e-commerce and logistics spanning roles in IT, operations, commercial, and product development. As well as Narvar, he has held senior positions at InPost, Pall-Ex Group and CEVA Logistics.

Ed Hodges, CEO of HelloDone, said: “The arrival of Andrew and Sean is a real coup for us. It’s testament to both the quality of the engineering team we’ve already built and the size of the opportunity in front of us. As well as bringing a wealth of industry experience, they share our belief that conversational AI will not just deliver a better customer experience from order confirmation to arrival at their front door, it will completely transform the way brands transact with consumers.”