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 customer service 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.
Before making eyeglass recommendations, Warby Parker’s agent asks customers about their frame and shape preferences via chat to provide a personalized shopping experience.
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