The customer-centric blog of Linc Global
With their breadth of available inventory and shipping infrastructure, it seems that Amazon has everyone cornered. But, there are incredible opportunities for brands and retailers to compete with Amazon – and thrive. In today’s post, we’ll focus on how to outperform the big, smiling behemoth when it comes to customer experience and engagement.
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.”
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.
Retailers use Linc to respond to customer needs via Messenger, WhatsApp, Google Home, Amazon Alexa, and other consumer-preferred communication channels.
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.