The Customer Is The Channel

The customer-centric blog of Linc Global

Fang Cheng

Fang Cheng

CEO, Linc Global Inc

Recent Posts:

5 ways to utilize chatbots for a better customer experience

Article Originally Posted on smartinsights.com

Chatbot Success 101: Why a Single Customer View is a Must

It’s not easy to give customers what they want in places and mediums that are most familiar to the retail industry, let alone on emerging channels like chat and voice. When 1–800-Flowers.com launched its chatbot, it was hailed as an example of capturing commerce interactions on a new channel and giving customers the convenience they crave. As Forrester has since identified, however, the chatbot “forgets users’ information if they try to return to their task the next day — despite displaying the previously entered data earlier in the Messenger conversation.”

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