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BizReport : Advertising archives : December 07, 2016

Top 3 tips for chatbot, CSE integrations

Chatbots may quickly become the future for customer service. Here's what brands need to know to ensure there is a strong strategy in place for customer service, chatbot usage, and the integration of chatbots within CSE.

by Kristina Knight

Kristina: What do retailers and brands need to know about chatbots before integrating?

Alex Campbell, CIO & Co-Founder, Vibes: In the next 1-2 years, brands that embrace chatbots will enjoy a competitive advantage. For many brands, chatbots will be the new apps-- with the potential to be much more successful than brand apps, which are rarely downloaded and largely only used by loyal customers. As we see brands getting more strategic and implementing chatbots into their preferred platforms, we will also see a growing shift towards mobile, and things such as loyalty and mobile wallets playing a huge part in the competitive factor.

Kristina: What are your top 3 tips for integrating chatbots within the customer service infrastructure?

Alex: In order for a brand to be successful in their chatbot strategy, they need to focus on the following areas: Understand exactly what benefits a chatbot would offer the consumer. Is a brand looking to drive sales, create a compelling engagement experience, enhance customer support, send transactional messages, etc. Pick a personality. Brands are used to developing specific voices and guidelines for their marketing campaigns and social channels, and the "brand voice" developed for chatbots will be a natural extension of this. Don't boil the ocean. Chatbots allow brands to capture and use valuable data, but the technology is still in its nascent stage, so brands looking to jump into the chatbot pool need to make the experience simple. Make it easy for customers to use/understand, and give yourself flexibility to evolve your bot as the technology continues to improve.

Tags: advertising, chatbots, customer service tips, customer service trends, ecommerce, Vibes

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