The aftermath of the 2016 Holidays is the closure of 100 Macy’s stores with the loss of 10,000 jobs. Yet this comes at a time where Macy’s has also been investing heavily in its Omnichannel mix. At 1080Bots we see that conversational commerce via the messaging interface is a vital channel for retail. So we decided to take a look at the Macy’s chatbot on Facebook Messenger.
Macy’s has selected Facebook Messenger as their platform of choice. Pressing the Get Started button brings up a menu of options as a carousel and buttons – a nice touch. Typing the word ‘Search’ instead of pressing the button stumped the bot. However, the cute response, “I checked everywhere…” was appreciated, if you’re going to fail, then fail elegantly.
We then just asked for ‘Chelsea Boots’ and far from not being smart, it nailed it showing us a selection of exactly that. We wanted to get more specific, so typed “Men’s Chelsea Boots black’ and the bot hit the spot again. Very solid search.
Scrolling through the results, we found a pair that we were interested in, so we clicked the ‘Shop Now Button’. Seamlessly the mobile app opened up at the page with the shoe on it. We were only a click away from an order, that’s good frictionless commerce.
After a great product search experience, we wanted to see if the bot could do anything else, so we tried some store finder functionality. But it took it as a product search again. So we typed ‘Start Over’ and the bot duly complied. From the main menu, we selected ‘Featured Shops’ and were shown a set of curated collections.
We also tried the ‘Customer Service’ link, which took us to a human powered chat window. We tried the ‘Back’ command, an easy concept with a browser, but a tricky one for a chatbot. Finally, we took a quick look at the persistent menu where the top level options were available at all times.
So what did we learn from the Macy’s bot?
Generally, this is a great chatbot to learn from, we liked it and are waiting for new features to be added. If you’re looking for a chatbot for your ecommerce store, then Macy’s is a very good example. If you don’t want to go to the trouble of building your own, then drop us a line at firstname.lastname@example.org.