Loana Junge
Loana Junge Lead Content Marketing
21. December 2017 in

Chatbot English Conversational Commerce

Chatbots - the Solution to Personalized Customer Service?

For hundreds of years commerce meant markets and bazaars full of lively conversations and bartering between salesmen and buyers.

“Conversational commerce" is the next hot thing in e-commerce. First defined by Chatbot Evangelist Chris Messina, Uber’s former Developer Experience Lead, it applies to any use of messaging service for commerce, including chatbots.

90 percent of our time on mobile is spent on email and messaging platforms. Leading messenger service Facebook Messenger had 1.2 billion monthly users as of April 2017. In the same month, Chinese social app giant Weixin, which is internationally known as WeChat, reached close to 1 billion monthly users. 

Frequent Chatbot use cases are helping customers on their FAQs, supporting them during the shopping process with tailored recommendations and direct payment, or offering standardised customer service. Amazon Alexa, Apple’s Siri, Microsoft’s Cortana and Google Assistant are only some of the leading chatbot providers that offer solutions that scale. As artificial intelligence drives human-like behaviours and natural-language-processing of bots, we will see the use cases expand and become more sophisticated. 

The challenge- in all industries and especially in e-commerce- is to foster a loyal relationship with the customer.

Are Chatbots the ultimate answer?

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