We all knew it was only a matter of time when businesses would catch on to the fact that their customers don’t like to talk them.
As it is in the real world, talking is less favored versus texting/chatting electronically.
I think of my own preferences and I’d rather not/never talk to my wireless carrier, my cable provider, etc often because of their useless voice-response system and the seemingly mandatory call hand-offs where the whole process usually, painfully starts all over at the top.
I also like the feeling of owning the interaction and with chat and text I can reply at my own pace while doing other things of my choice in the background while I drive for a resolution to my issue.
Businesses are finally grabbing a clue. Chat, yes. Talk no.
One would then think that chatting with a business would take front and center in the ways businesses promote interaction. And many do in cases like automotive sales where leads are the life blood of their business.
In the case of the aforementioned wireless and cable providers, chat is found inside your account and rightfully so but even then one must typically provide account specific details while inside your account. Ugh.
More specifically, what I’m referring to here are all the other chatbots coming online that aren’t account/service specific and are meant to inform anyone with or without an account.
Take for example the super fun Campbell’s Soup Watson-powered chatbot found at weather.com’s website. At least this is where I found it. It could be on Campbell’s Soup’s website as well. I haven’t looked.
To me, the top of the soup can is a perfect place for an entry point to their chatbot and yet the top of the can shows a laptop with an arrow directing a shopper with the can in their hand to campbellskitchen.com.
If I’m in the store shopping and pick up a can of soup, I’m in-store and in the shopping moment. The notion of going home and checking out campbellskitchen.com later on my laptop is kind of odd to the point of being of little value at the moment.
Here’s a video of a TRE code on top of a can of Campbell’s Tomato Soup. The TRE code shown is live and will take you to their Watson chatbot. (It’s a lot of fun to play with.)
I could go on and on about this topic but I’ll end with a simple exhortation to your customer chat endeavors-don’t make finding the entry point to a chat session hard to find on a phone. Make the entry point front and center, prevalent and mobile-ready.
Dale Knoop leads a great team working to make TRE the global standard for micro-moment brand engagement. Using a simple numeric code any brand can present their TRE code in TV, video, video games or their product packaging and take their customers and brand fans to exactly what they want, exactly when they want it. No searching through results, no foraging around your website-just customer pleasing instant gratification. Oh yeah, and there’s real-time attribution and an ongoing brand immersion. Watch the TRE video on YouTube here.