While brands have scrambled to launch Facebook Messenger chatbots since the social media behemoth opened up the channel for development last year, the early results haven’t been particularly promising. Facebook is seeing a 70% failure rate among those 35,000 or so bots when it comes to understanding user requests. To combat this poor performance, Facebook is making some changes to Messenger, including adding a persistent menu that will allow users to choose from a number of requests or statements instead of using natural language and risking stumping the bot entirely.
Ecommerce consumers benefit with an improved returns process while retailers deliver a consumer-friendly, cost-efficient process.
Retailers use Linc to respond to customer needs via Messenger, WhatsApp, Google Home, Amazon Alexa, and other consumer-preferred communication channels.
ChatBots and AI in retail isn’t a flash in the pan that we’ll all be cringing about in 18 months. Instead, it represents a lasting shift in the retail landscape and the nature of the brand-customer relationship.
With over 75M of them in the US alone and representing a combined $200B of annual purchasing power, Millennials are a demographic your brand can’t afford to ignore. They’re the generation that spends more money online than any other age group, so if you aren’t actively marketing to them today, it’s likely you will be tomorrow.
Retailers are facing a raft of challenges this quarter. Amazon capturing more than half of total online retail growth, customers spending 88% of their time in only 5 apps, and customer acquisition costs skyrocketing. It's understandable some are considering selling the farm, and others are quietly fading away. For those still in the fight, ChatBots and conversational commerce channels are a hot topic of debate – it’s difficult to go a single day without stumbling on some kind of new report – and for good reason. But many are feeling concerned about some fundamentals of the platforms, and how they operate.
There’s a Chinese proverb that says the best time to plant a tree was 20 years ago and the second best time is now. The same can be said for updating your brand’s customer experience strategy for 2017. The best time to get visionary and aggressive about tackling the challenges and opportunities tech will bring your way in 2017 was at least six months ago, but the second best time is right now. As we plunge headlong into a new year, we’re bringing you an overview of the trends you’ll need to embrace for brand success in 2017. Get ready to take a look into the near future.
Today’s smart brands understand that instead of trying to lure customers to them, they need to go to where the customers are. At first, this meant building ecommerce websites, then mobile sites, then (briefly) mobile apps, but now leading retailers are expanding their scope beyond devices and realizing that social channels are prime real estate on which to connect with shoppers. They’re ready to engage their customers in conversation — where those customers spend most of their time online.