What Happened
Staples becomes the latest brand to join the chatbot craze as the company’s Executive Vice President of Global eCommerce Faisal Masud reveals that the office supply retailer is working on a chatbot for Facebook Messenger as well as developing chat tools for its existing digital and social properties. According to Masud, the new messaging tools are built for better customer service and facilitating communication while the Messenger chatbot will focus on providing automated customer service.
What Brands Need To Do
Messaging apps are quickly overtaking phone calls as the primary means of modern communication for a growing population segment. In fact, Facebook reported that Messenger and WhatsApp now process 60 billion messages per day. Therefore, in order to reach consumers where they already are, brands should adapt to changing consumer behavior and get on messaging platforms.
For more information on how brands can effectively reach consumers on messaging apps and other conversational platforms, check out the Conversational Interfaces section in our Outlook 2016 and our latest Fast Forward analysis on chatbots.
Source: PYMNT
