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Timberland is a leading global outdoor brand that caters to different outdoor needs through extremely high quality. It has been one of the top outdoor brands since its inception in 1918.
I think the success of Timberland’s digital marketing is that it has Chatbots in Customer Service on its official website, which is a very key point. Timberland has a button on the bottom right of the webpage that brings up a Chatbot window when a customer clicks on it. This Chatbot can answer some basic questions and give customers a solution to their problems. The way Chatbot was set up was very appealing to me because most people visit Timberland’s website to buy shoes and the fit of the shoes is very important, so when a potential consumer is unsure they can ask a question directly to Chatbot. I also strongly agree that this approach can help Timberland achieve its marketing objectives. Because Chatbot can do a lot, for example, it can work 24/7, save consumers’ time with staff, reduce consumers’ stress, and also make the brand more humanize.
I am 100% confident that this trend will continue and improve. According to data, chatbots are the fastest growing brand communication channel. From 2019 to 2020, the number of people using Chatbot increases by 11.9%, a figure that far exceeds Email, Phone call, and Social Media. Another statistic also shows that 67% of global consumers have chatted with Chatbot in the past 12 months.
From these data, I strongly believe that Chatbot will definitely become a future trend, and many companies can use this setting to attract more consumers.
