Best Practice Report

Text-Based Chat Best Practices: Warby Parker’s Commerce Features

February 5th, 2021
With contributors:
Fiona Swerdlow , Hailey Colin

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best in class examples of conversational interfaces; it focuses on Warby Parker’s commerce features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Warby Parker allows customers to complete a transaction without leaving the chat experience. To do so, customers simply provide the agent with their name, shipping and billing addresses, contact information, and credit or debit card information through an embedded payment feature. To learn more about the evolving presence of chat in retail, register and listen to our webinar The State Of Chat In Retail: The Current And Future States. If you have questions, be sure to schedule an inquiry with us for more information.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.