The chatbot also introduces customers to the brand’s latest collection of bags by clicking the ‘Discover More’ option, the chatbot lets users browse the collection, get to know more about the craftsmanship, or find out how to style a bag with Burberry’s apparel and accessories. By sharing their location, users can be informed where their nearest Burberry store is. Like many other chatbots in retail, luxury clothing brand Burberry’s bot was introduced on Facebook Messenger. Sephora’s chatbot is not designed to deal with customer’s queries, but instead provides customers with other opportunities like the ability to book a makeover by simply clicking on ‘Book a Makeover’. The experience aims to mimic the way the shopper might chat with their friends about products and advice. Each of these comes with product recommendations that the customer can shop for without leaving Kik. Users can then ask for tips or reviews on specific types of product or application. The first time a shopper starts a conversation with the chatbot they are invited to take part in a short quiz that helps the bot learn more about them.
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