Ogilvy’s Social.Lab recently published a report on “conversational commerce”. In 2020 more people than ever are choosing online. They buy groceries, shop, and connect with friends.

It uses chatbots or humans. It also uses language interfaces like Whatsapp and like Alexa to communicate with customers. Businesses are using it to set themselves apart from their competitors and enhance customer service.

The key takeaway? Be useful, be relevant, be trustworthy in every customer interaction.

Ogilvy’s Social.Lab recently published a report on “conversational commerce”. In 2020 more people than ever are choosing online. They buy groceries, shop, and connect with friends.

It uses chatbots or humans. It also uses interfaces like Whatsapp and like Alexa to communicate with customers. Businesses use it to set themselves apart from their competitors. And to enhance customer service.

The key takeaway? Be useful, be relevant, be trustworthy in every customer interaction.

You can request the full report from Ogilvy Ideas

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