Chat Me Up

You are urgently invited to join the chat platforms and jump into a natural conversation with your customers (because they are already there, waiting)

It started up, and now it may never stop. Consumers are adding messaging platforms to mobile apps and websites as their preferred medium to interact with people, brands, organizations, and services. They utilize plain text, emoticons, and other natural language interfaces – including voice – to engage in “Conversational Commerce” transactions. It’s all enabled by artificial intelligence, bringing actual facts and additional intelligence to the conversation. Once again, it’s a matter of understanding the conversations with your client, embracing the right messenger platforms, and speaking the new language of chat

WHAT

  • With 1.5 billion users on WhatsApp, 1.3 billion on Facebook Messenger, 1 billion on WeChat and 600 million on Line, popular messaging or chat platforms dwarf apps and websites. Messaging is becoming the new digital connective tissue: easy to use, simple to understand, ultra-fast, and directly impactful
  • Companies can use selected messaging platforms to connect to their customers in “Conversational Commerce,” designed to both adopt and use typical messenger language, shortcuts, and habits to connect, discuss, and transact.
  • AI and cognitive technologies make chat conversations more fluent, through adapting to the ‘mood’ of the customers and providing contextual insights

USE

  • KLM has implemented a multi-chat-platform strategy. WeChat, WhatsApp, and Facebook Messenger can be used to converse, order, and “print” tickets. “Chat Me Up to the sky” any way and to any destination you want.
  • A visit to a doctor can be planned in China via WeChat through a specialized, automated sequence that guides the patient through dialogue to select a hospital, the department, the doctor, and the date and time
  • Insurance start-up Lemonade (“forget everything you know about insurance”) has been the talk of the town in chat land, with their record-breaking chat app to submit and process insurance claims. Their AI-supported process delivers money to your account in three seconds after submitting a claim.

IMPACT

  • Creating the Wow: the ability to bond on an emotional level by using dialogues instead of digital dichotomies
  • Creating the Now: conversing with customers during their crucial “micro moments,” whether at home, traveling, working, or enjoying their free time
  • Staying relevant to consumers expecting high availability, ease of use, and speedy delivery
  • Unique opportunities to better understand the needs of customers and anticipate future market developments.

TECH

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