What’s in a message – recap from Latitude59 and customer reactions

Last week we were selected as one of the top 10 early stage start-ups in Latitude59, one of the largest start-up conferences in the Nordics. Aside from pitching in front of a packed demo room, we were fortunate to interact with dozens of people in our demo booth. This provided an especially cool insight into how people react to bots and what are the main questions they have. Below is a list of things that came up when discussing building ecommerce stores and customer service solutions into Facebook Messenger:

  • “Wow, I did not know that was possible” – this was by far the most common reaction. People know Messenger but seeing an actual store in Messenger is was new for them.
  • “Do I need to install something to use this?” – many assumed that there is a need to install another app. That is not the case. Just open the conversation in Messenger like you would with a friend and chat with a brand. Simple as that. Apps are so yesterday.
  • “I would not want to chat with a brand but can I trigger this shopping in group chats?” – we understand that many users want to share things they are shopping for with their friend. Shared shopping in group chats is yet not possible in Facebook Messenger but perhaps in the future.
  • “I would use this for shopping, just not for fashion” – that’s the thing. You can integrate any product category into Messenger – cars, electronics, food, you name it.
  • “Can this be used for customer service?” – sure. Bots are a quick way to automate customer service chats and answer FAQs to provide faster response times and better service to customers.
  • “Is this a bot or do you just have a fast customer service person in the back end?” – shopping in our demo example is all automatic and 100% human-free. Though in customer service and other fields, the use of human answers will be actually a good thing to give answers where bots fall short. For now.
Hendrik in our hip demo booth.