More and more luxury brands are turning to e-commerce and online sales to reach a more and more connected audience and get closer to their customers all over the world. If e-commerce comes with standards and best practices, the luxury industry brings their own values to the concept: top-end personalized service, high quality, design and technology, customer service…
The beginning of the year is the time I conduct a UX benchmark accross luxury websites, to identify best practices in the industry. This year, 32 e-commerce websites were analyzed, and here are the main conclusions.
Chatbots are everywhere. In a few months, these little entities of artificial intelligence have smartly conquered Internet. No wonder: putting a welcome end to interminable waiting songs and dead-end chats with overwhelmed contact centers, they are always available, answer in a matter of seconds, can process several conversations at a time and never lose their temper. And they are actually very easy to create. As a matter of fact, anyone could train a chatbot (as a living proof, I designed have my own chatbot, and it was super fun), with one of many online systems dedicated to that extent. Creating a chatbot is not about development or programming: it’s all about training. And as any training process, there are some guidelines. Here is a few things I learned about chatbot UX, from training mine, and benchmarking a few others.