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Making inroads to conversational commerce

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Presentation from NRFtech 2018
Simon Foster, CEO & Founder, Chatter Research

Published in: Retail
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Making inroads to conversational commerce

  1. 1. simon@chatterresearch.comChatter Research 2018 Source: Twilio’s 2016 Global Mobile Messaging Consumer Report 9 out of 10 Consumers Want to Use Messaging 8
  2. 2. simon@chatterresearch.comChatter Research 2018 Source: Twilio’s 2016 Global Mobile Messaging Consumer Report Preferred Channel for Customer to Business Communication 9
  3. 3. simon@chatterresearch.comChatter Research 2018 Source: Twilio’s 2016 Global Mobile Messaging Consumer Report Why Do Consumers Want to Message Businesses? 10
  4. 4. simon@chatterresearch.comChatter Research 2018 11
  5. 5. simon@chatterresearch.comChatter Research 2018 12
  6. 6. simon@chatterresearch.comChatter Research 2018 13
  7. 7. simon@chatterresearch.comChatter Research 2018 14
  8. 8. simon@chatterresearch.comChatter Research 2018 15
  9. 9. simon@chatterresearch.comChatter Research 2018 Engage in a Conversation 16
  10. 10. simon@chatterresearch.comChatter Research 2018 The Right Moment 17 Hi, thanks for visiting. Can we ask you a few questions about your experience today? 
 Sure, what do you want to know? 

  11. 11. simon@chatterresearch.comChatter Research 2018 Conversational Survey Trigger 18 Beacon CRM POS NFC & QR WiFi TEXT WHAT’S NEXTOTHER
  12. 12. simon@chatterresearch.comChatter Research 2018 Our Solution 19 8X more respondents 94% completion rate Increase responsiveness from 1 Month to 1 Minute
  13. 13. simon@chatterresearch.comChatter Research 2018 Case Study #1 20
  14. 14. simon@chatterresearch.comChatter Research 2018 21 10% 13 Questions 93% Completion = Case Study #1
  15. 15. simon@chatterresearch.comChatter Research 2018 23 Traditional Survey AI Conversation What Questions Should I Ask?
  16. 16. simon@chatterresearch.comChatter Research 2018 • A conversational survey that listens to answers to respond with the right question • Diverts to a custom conversation when a ‘hot topic’ is identified • Questions are determined based on sentiment, talkative level, store metadata and more. A Consumer Research AI 24 The Right Question yields the most Powerful Insights
  17. 17. simon@chatterresearch.comChatter Research 2018 Case Study #2 25
  18. 18. simon@chatterresearch.comChatter Research 2018 26 = Case Study #2 16 new experience topics discovered 2 key satisfaction drivers Retraining of US in-store sales associates

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