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The State Of Chat In Retail: The Current And Future States

February 23, 2021


Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands, we found that chat is typically used to influence purchases and provide customer service. Join us as we discuss how chat is used to influence purchases and what this digital experience may look like in the future.

Key takeaways:

  • Learn how capabilities within a brand's chat experience vary across several mobile platforms, including website, native app, and Messenger.
  • Explore how chat is primarily used in retail today — to influence purchases, not transact.
  • Discover best practices in chat.

Target audience level: beginner and intermediate

Vendors mentioned: Apple, Facebook, and Google.

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