An interesting advancement in digital marketing this year was the integration of chat-bots into businesses today. For example, you could message a clothing company on Facebook and be able to buy their clothing directly from that chat conversation.

The Facebook messenger platform for businesses, which was launched in April this year, allows businesses to create bots and interact with customers on a personal level. Facebook appears to be assimilating everything all into one spot – there is no longer a need to download separate apps to check weather updates, confirm hotel bookings, and purchase items from retailers. With the ever-rising prominence of social media and chat platforms in the past decade, these bots have many positive implications for businesses and customers alike.

If integrated properly, this would greatly improve the user experience as they can purchase items and acquire information through a convenient and familiar experience—online chatting. According to the article “The Anthropology & Future of Chat-Bots & Conversational-Commerce,” bots can reduce around 40% of a major brand’s customer support costs and increase revenue by around 30%. That is a big deal and is something that many companies will definitely use to their advantage. I am both excited and curious about how bots will continue to change the way businesses work and interact with their customers.

Sources:

https://uxmag.com/articles/the-anthropology-future-of-chat-bots-conversational-commerce