Victoria’s Secret Pink brand has created VSPINK on Kik, a messaging platform. Kik boasts a young, active and fast growing user base of 300+ million users. At 1080bots we’re always studying retail chatbots to improve our delivery of productive ecommerce conversational experiences. Chatbots should both represent your brand image and deliver business objectives.
The VSPINK chatbot opens the conversation by providing a clear indication of its capabilities, in this case using buttons to offer ‘What’s New’ and an interactive ‘Active Bra’ selection tool that uses buttons and icons to help the user provide their specifications. This is very helpful for a product that is notoriously difficult to fit – especially in an online environment where there are no fitting rooms.
The conversation continues and offers a set of images of the chosen product in use and of the range that can be found on the site. The VSPINK chatbot stops short of taking the transaction but directs the user to the product page. We would assume that the site would detect that the customer came from the Kik bot and would attribute the sale to the conversation. At this point, we thought we’d go off-piste and try to find a store.
The chatbot was not programmed to help with stores or recognize the dialog even with clues we gave it. This is a shame because the Victoria’s Secret website has a Store Locator and the chatbot knows that there’s a customer located somewhere that wants to visit a store.
To get out of trouble the chatbot offered up some buttons, so we selected “Find me outfit inspo”. Selecting one of the options sent us to another chatbot called Jaclyn at Blynkstyle (a Kik Company). This is a great chatbot failover process providing a relevant and entertaining experience.
Jaclyn begins by asking us for a few themes, using buttons so she can find us some outfits. She confirms the selection and provides a number of recommendations, which actually link to Instagram pages. For the end-user, the experience is good because the conversation continues. If Victoria’s Secret has access to Jaclyn’s analytics, then it will provide valuable customer insight. Being male and shopping on the VS site may be a clue as to what we might purchase in the future.
All in all the VSPink chatbot provided a pretty good experience. Want to chat with us about chatbots? Contact us here.