Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT
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This document discusses the rise of conversational commerce through chatbots. It notes that chatbots are being used by many companies to provide customer service and shopping assistance. Messaging apps are a popular way to access chatbots due to their large user bases and high levels of user engagement. The document presents data showing people are increasingly using and interacting with chatbots, especially millennials, and that chatbots have better user retention rates than many mobile apps.
Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT
- 1. P R O V I D I N G I N - D E P T H I N S I G H T , D A T A , A N D A N A L Y S I S O F E V E R Y T H I N G D I G I T A L . CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT BARBARA PENG, VP RESEARCH
- 2. Source: VentureBeat, Chatbotslife, Inc, Forbes CHATBOTS
- 3. EVERYONE’S TRYING TO FIGURE OUT WHAT CHATBOTS ARE Source: Google 1/4/15 3/15/15 5/24/15 8/2/15 10/11/15 12/20/15 2/28/16 5/8/16 7/17/16 9/25/16 Google search term: “chatbots”
- 4. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 5. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 6. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 10. Source: Fandango
- 11. COMPANIES ARE GETTING IN ON CHATBOTS
- 12. MESSAGING APPS HAVE MASSIVE REACH G L O B A L M O N T H L Y A C T I V E U S E R S F O R T H E T O P 4 M E S S A G I N G A P P S A N D S O C I A L N E T W O R K S , M I L L I O N S 0 1,000 2,000 3,000 4Q11 1Q12 2Q12 3Q12 4Q12 1Q13 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q15 3Q15 4Q15 1Q16 Big 4 Social Networking Apps Big 4 Messaging Apps
- 13. CONSUMERS ARE ENGAGED ON MESSAGING APPS AVE R AGE NUMB E R OF D AI LY S E S S I ONS , TR AD I TI ONAL APP VS . CH AT APP Source: Flurry Analytics 2 9 Traditional App Chat App
- 14. 1. They shop for you
- 15. 1. They shop for you 2. They know what you like
- 16. 1. They shop for you 2. They know what you like 3. They make checkout really easy
- 17. 48% 45% 11% 15% Millennials (18-34) Gen X (35-55) Yes all the time I've dabbled No, but I'd like to check it out No way! What's a chatbot? PEOPLE ARE USING CHATBOTS H A V E Y O U E V E R I N T E R A C T E D W I T H A C H A T B O T T H R O U G H A M E S S A G I N G P L A T F O R M ? Source: BI Intelligence survey (n=1,107), Q4 2016
- 18. AND THEY'RE USING THEM LONGER THAN APPS U S U S ER R ET ENT IO N R AT ES , T O P PER F O R M ING APPS V S . CH AT B O T S Source: SimilarWeb, Chatclub, October 2016 0% 20% 40% 60% 0 5 10 15 20 25 30 ShareofEngagedUsers Days After Install Entertainment Apps Music Apps News Apps Chatbots