10 Examples of How Brands Are Using Chatbots to Delight Customers

Businesses and brands are using chatbots in lots of exciting ways.

You can order food, schedule flights, and get recommendations for pretty much anything you can think of.

We’re still in the early days, but the latest chatbot statistics all say the same thing: adoption is growing.

Whether you like it or not, chatbots and virtual assistants are the future of marketing and customer support.

So which brands are already making the most of chatbots to delight their customers?

Here are 10 examples.

1. Starbucks

Starbucks makes it ridiculously easy to place an order your favorite drink or snack, whether your prefer using voice commands or text messaging. The chatbot will tell you when your order will be ready and the total cost. You can find Starbucks’ chatbot inside the Starbucks app (for iPhone, Android, and Windows).

2. Lyft

You can request a ride from Lyft via chat (Facebook Messenger and Slack) or voice (Amazon Echo). The Messenger bot will let you know the current location of your driver and show you a picture of the license plate and car model. In Slack, you can simply use slash commands (e.g., /lyft home).

3. Fandango

Fandango’s Facebook Messenger bot lets you watch movie trailers, find local theaters, and see what’s trending this week. Simply enter your city or ZIP code, and the chatbot will show you what’s playing nearby, when, and send you to a page where you can buy tickets.

4. Spotify

Spotify’s Facebook Messenger bot makes it easy for its customers to search for, listen to, and share music. Once you get started, you’ll get playlist recommendations based on your mood, what’s your doing, or any genre of music you want.

5. Whole Foods

Regardless of whether you’re at a store shopping for groceries, you can always search for recipes with the assistance of the Whole Foods bot on Facebook Messenger. One of the coolest parts is you can search by an emoji to get those recipes, and it also lets you filter recipes if you have special dietary needs.

6. Sephora

You can get all kinds of makeup tutorials if you chat to Sephora on Kik. This personal assistant will also help you by providing product reviews and ratings when you’re shopping in a store.

7. Mastercard

Mastercard’s Facebook Messenger bot makes it easy for customers to check on account transactions (e.g., just ask “how much did I spent on restaurants in May?”). With Masterpass, customers can also now buy from Mastercard partners like FreshDirect, Subway, and the Cheesecake Factory.

8. Staples

For customer service, Staples tries to make everything easier with its intelligent Easy System, done in partnership with IBM’s Watson. Staples’ Facebook Messenger bot can answer common customer questions, which tend to be about orders — tracking and returns — and whether specific items are in stock.

9. The Wall Street Journal

The Wall Street Journal chatbot makes it easy to stay on top of big news and stock quotes with Facebook Messenger. You can also customize alerts. Simply type in some commands and you can get company information and key financial metrics, compare companies, and get live stock quotes.

10. Pizza Hut

Pizza Hut customers can easily order pizza for delivery or carryout from Facebook Messenger or Twitter. Customers can also reorder their favorite pizzas, ask questions, and see current deals.

About The Author

Larry Kim is the CEO of Mobile Monkey and founder of WordStream. You can connect with him on Twitter, Facebook, LinkedIn and Instagram.


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