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Retail

Chat can let brands solve customers’ problems organically and pain-free

October 19, 2017

It's far easier for customers to send a message asking for what they want than going through other channels. Image credit: Four Seasons

 

By Danny Parisi

NEW YORK – Successfully implementing chat features into a brand’s mobile presence can help build a personal connection with customers as well as streamline much of the process of interacting with those customers.

Speaking at Luxury Interactive 2017 Oct. 18, a senior executive from Four Seasons Hotels and Resorts outlined the ways in which the company has used mobile chat features to connect with customers. The verdict is that when chat is used as a service tool and not a sales tool, it can be incredibly valuable for both the customers and the brand.

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