Skip to content

Conversational commerce is the rage. And most tech giants are jumping on board, as seen at Microsoft Build, Facebook F8, and Google I/O. We also tackled the topic — zeroing in on its many local implications — at BIA/Kelsey ENGAGE (video below).

As background, messaging apps are exploding in popularity among increasingly buying-empowered millennials. Facebook Messenger has 900 million users and growing; and there are several others like WhatsApp, WeChat, Kik, and Snapchat.

But as we’ve discussed, these apps are evolving from peer-to-peer use, to a means to converse and transact with businesses. That’s everything from customer service inquiries; to checking the status of an order; to buy, schedule, book or reserve something.

Like many other things, this is starting at the brand level with companies like Sephora. However, the real opportunity is in the long-tail SMB segment. But since SMBs are famously time-constrained, they can’t sit there and message customers all day.

That’s where chat bots come in. See the entire session below, featuring leading messaging app Kik and local chatbot pioneer Pingup.

This Post Has 0 Comments

Leave a Reply

Back To Top