chatbot
Chat bots have been particularly popular recently. A big reason is that technology has been formed and the APP ecosystem has lost its charm. Not long ago, brand and marketing experts were spending a lot of money to develop mobile applications, but consumers spent much less time on brand applications than the company expected. And it is not easy to attract people to download branded applications.
"The social media in 2009 and 20 10 were like the undeveloped west," said Victor Piniero, senior vice president of social media for Big Ship. "Brands have tried emoji expressions, and now they think chat bots are the next hot spot. Now is a good time to test and learn. When customers are ready to interact with brands one by one, brands can know what to do. "
Evan Wray, the founder of Swyft Media, said that chat bots can not only reduce obstacles in the purchase process, but also become an experience for customers to choose independently. "Unless you are a fan of the new york Knicks, you won't buy their T-shirts, so you won't mind when you receive an email telling you that you have such a T-shirt." He said, "Similarly, if I download the emoticon keyboard of Burger King, I don't mind if the robot of Burger King tells me what promotions have been held recently. In this case, we see that the probability of customers canceling attention is less than 10%. "
"Many scenarios are repeatable and controllable," said Punet Mehta, the founder of Msg.ai, "such as ordering pizza or booking air tickets," but there will also be more sensitive situations that require human intervention. " So some brands are not going to deal with robots for the time being, such as Hyatt Regency and British retailer Tesco. They don't object to the automation of some functions, but think that people are the key to customer service.
Excelle helps customers provide services on Facebook Messenger, but this is managed by Conversocial and a 60-person team within Excelle. Establishing a long-term personal relationship with customers is the key. Although Excelle also wants to reduce costs and introduce technology, the company does not want to lose its individuality and sincerity.