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Description
Retailers have used chat for years, but few have mastered using conversational interfaces to engage customers throughout the entire shopping journey. Forrester reviewed 100 US retailers across categories such as fashion, electronics, travel, and quick-service restaurants (QSRs) to evaluate the current state of chat in retail. 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 retailer's chat experience vary across several mobile platforms, including website, native app, and third-party messengers.
- Explore how chat is primarily used in retail today — throughout the purchase journey.
- Discover best practices in chat.
Target audience level: all levels
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