While retailers will continue to make use of convenient, live online chat services to answer queries, in future, we will see more chat services using chatbots.
Chatbots help customers complete common queries themselves, such as booking appointments with in-store stylists and gathering information about what customers are looking for.
Brands will benefit from reducing the volume of incoming common queries to human assistants. Brands need to be thinking about how they may be relevant to their business.
Credit: Andy Burton, CEO of eCommerce systems integrator, Tryzens.