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In an innovative move, 1-800-FLOWERS.COM is expanding their customer experience presence to Facebook Messenger. On the heels of the social media giant’s announcement at its F8 Developer Conference that “chatbots” are coming to the app as a way for brands to offer automated assistance to customers.
Facebook Messenger is the 2nd most popular app on iOS, and is home to over a billion messages every month. The 1-800-FLOWERS.COM bot offers customers a fully comprehensive shopping experience, and is able to answer questions, recommend gifts, process orders, update shipping information, and more.
The bot is designed to use natural language, so as to avoid the potentially jarring experience of chatting with an automated party.
"Always keeping our finger on the pulse of new and emerging technologies, we are continuously introducing new innovations to help our customers deliver a smile to the important people in their lives," said Chris McCann, President, 1-800-FLOWERS.COM. "Our customer experience is our best product and we are excited to team with Facebook to offer bots for Messenger, ultimately taking our customer experience to a new level."
The flower company’s bot is at the cutting edge of Facebook’s new initiative; experts speculate that the “chatbot” movement is the social network’s response to the popularity of apps. With 900 million users, Facebook Messenger offers 1-800-FLOWERS an unprecedented user base with which the brand can now engage through its bot.
For 40 years, 1-800-FLOWERS has been a leader in the flower delivery industry, to the point of being publicly traded on the NASDAQ Global Select Market. Its move to incorporate a Facebook Messenger bot into customer experience is one of many likely to come, as brands continue to search for more innovative paths to mobile engagement.
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