Latest 15 Jun 2020 | Customer Service | 4 min read

This Week: Is This Chatbot the Future of Retail CX?

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Is This Chatbot the Future of Retail CX?

In the last industry round up, we looked at the launch of Facebook Shops and pondered whether the future of ecommerce would see brands ditch their websites in favor of fully-functioning stores on Instagram or Facebook.

While those platforms now support the entire customer journey, from discovery through to purchase and aftercare, there’s still one aspect of the shopping experience that needs some work - assistance.

Facebook’s latest AI project is a chatbot that guides customers through their shopping experience, answering their questions and recommending products that suit their needs. 

For example, you could ask to see all the brown chairs available. The chatbot would present the listings and then you could ask to narrow down the search by price. Once you’ve selected an item, you could ask for further product details to help you make a decision. You could even make payment within Messenger using Facebook Pay.

Facebook Chatbot

The world of customer experience has changed drastically over the past few months and it's amazing to see platforms continuing to develop innovative new features.

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Is WhatsApp Finally Going Cross-Platform?

One of the features that helped WhatsApp attract over 2 billion users is its end-to-end encryption. But it also made developing cross-platform apps difficult. At the moment, the WhatsApp web app has to be tethered to your smartphone. It essentially replicates what’s stored on your phone rather than draw the data in itself.

But now, with the likes of Messenger, iMessage and Google BRM breathing down its neck, it looks like WhatsApp is finally going cross-platform.

These screens shared by WABetaInfo indicate that WhatsApp will copy your encrypted messages over to your new device while retaining their security. 

In 2020, it may seem like a given that your messages work across all of your devices but to do it seamlessly while retaining full end-to-end encryption will be a huge coup for WhatsApp.

"The world of customer experience has changed drastically over the past few months and it's amazing to see platforms continuing to develop innovative new features."

The State of Customer Experience Trends Report 2020

It’s been inspiring to see the creative ways that brands have adapted to meet the demands of customers over the past few months. If only there was some way of knowing what customers want next…

Now in its fourth edition, the State of Customer Experience Trends gives you insight into how customers want to engage with brands.

Get your copy to learn:

  • The three key trends that will impact your business
  • The metrics of moving to messaging
  • Best practices for designing conversational experiences

Let’s keep the conversation going

Thanks for swinging by again. You can carry on the conversation at @conversocial or @idohacohen

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