![]() ![]() deliveries, returns), and the bot directs them to where they can find the answer on the Levi website. The user chooses from predefined responses (e.g. The customer support functionality is pretty standard. Use cases: personalized experience, increase sales and conversionsĭenim retailer Levi’s ecommerce chatbot covers all the bases - it offers customer support and acts as a virtual stylist. Key takeaway: Investing the time and money to create a chatbot that has a distinct and memorable personality can go a long way. It’s elements like this that really make it stand out from the crowd. Throwing in phrases like ‘oh my bolts’ alongside gifs of the bot at work, it is highly engaging and conversational. What’s particularly special about Ralph is his personality. The whole concept is simple enough, but it’s been highly effective for Lego in increasing sales and conversions. ![]() If the user fails to complete the process, they’re retargeted within 24 hours with a friendly Facebook message asking if they need more help. Users can click on the set to be transferred straight to their shopping basket on the Lego site, from where they can quickly buy the set. With this information, Ralph suggests a handful of Lego toy sets. This helps to both narrow down and personalise gift recommendations. It starts by segmenting the user into categories, including region, age and interests of the giftee, as well as budget. Not surprisingly, Lego decided to extend the use of its ecommerce chatbot: Ralph now guides customers through Lego’s staggering catalogue all year round. Operating on Facebook Messenger, it drove 25% of all social media sales and returned a 71% reduction in cost per conversion. One of the most successful toy companies in the world, Lego was the first toy retailer to introduce an ecommerce chatbot to its customers.įirst rolled out to support Christmas sales in 2017, Ralph the chatbot was a huge success. Use cases: personalized experience, increase sales and conversions, gather customer data Key takeaway: As well as driving sales, chatbots are an effective way to gather data that can inform future sales and marketing processes. In all, the bot creates a personalized experience for users, streamlines the sales process to increase purchases, and collects valuable data for H&M to use for higly relevant retargeting efforts. ![]() A fun exchange for users while giving H&M tons of data on popular pieces, trends, and customer preferences. Individuals can also see and vote on outfits created by other users. If they choose to ‘shop’, they are taken directly to the H&M website where they can purchase all the items with just a few clicks. It then puts together a personalized outfit, displaying all the items alongside the combined price for the full outfit.įrom here, the user can click on the outfit to ‘shop’ or ‘save’ the items. Once the user has answered a handful of these multi-choice style questions, the bot quickly builds a style persona for the individual. To kick off, H&M’s ecommerce chatbot will ask the user to choose between two photos showing different outfits. ![]() It’s a fine example of using a chatbot to create a personal online customer experience. To complement its ecommerce store, the multinational clothing retail brand H&M developed a chatbot for the messaging platform Kik.Īcting as a virtual stylist, the bot offers tailored outfit inspiration for every user. Below are some of the most innovative and successful ecommerce chatbots deployed by brands across the world.ĭemonstrating lots of different use cases, they’re all great examples of how chatbots can be used across a wide range of online businesses to achieve different goals. ![]()
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