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             53% of Singaporean shoppers are seeking

             the help of chatbots for holiday shopping

                                                                 Commenting  on  Singaporeans’  attitudes  towards
                                                                 chatbots, Nicholas Kontopoulos, Global Vice President
                                                                 of  Fast  Growth  Markets  for  SAP  Hybris  said,  “The
                                                                 customer  experience  can  make  or  break  a  brand.  In
                                                                 view of this, businesses need to stay attuned to these
                                                                 concerns  and  optimize  the  use  of  chatbots  as  one
                                                                 component  in  a  wider  omnichannel  strategy.  While
                                                                 chatbots can proactively offer answers for initial queries
                                                                 on  pricing,  product  features,  or  book  and  make
                                                                 reservations,  they  cannot  fully  replace  the  value  of
                                                                 human interaction when it comes to building customer
                                                                 relationships.  Any  hint  of  customer  dissatisfaction
                                                                 needs to be solved immediately, by a human services

                                                                 To  win  Singaporeans  over,  chatbots  need  to  become
                                                                 more  understanding  and  intuitive  –  almost  half  of
                                                                 Singaporeans  (48%)  say  that  they  will  engage  with
                                                                 chatbots  more  often  if  they  are  able  to  make  more
            Bot-powered  commerce  is  on  a  tipping  point  in   personalized  recommendations  on  what  to  buy.  Other
            Singapore  according  to  the  new  SAP  Hybris      motivating drivers that will encourage shoppers to use
            Singapore Christmas Shopper Survey 2017.             chatbots  more  often  is  to  offer  comparison  of  prices
                                                                 and  products  from  other  brands  (47%),  assure  that
            This  Christmas,  more  than  half  (53%)  of  Singaporean   personal information will be kept private (38%), provide
            shoppers  are  enlisting  the  help  of  chatbots  for  holiday   recommendations  on  similar  and  complimentary
            shopping.  In  fact,  majority  of  shoppers  who  asked   products  (34%)  or  simply  becoming  more  human-like
            chatbots  for  gift  recommendations  have  actually  acted   (18%).
            on the recommendation (74%). Businesses and brands,
            however,  should  not  neglect  incorporating  the  human   “Singaporean  shoppers  have  an  appetite  for  deeper
            touch.                                               engagement  with  chatbots,  but  what  the  results  really
                                                                 tell  us  is  that  they  want  a  more  personalized
            This  is  because  Singaporeans  expect  assistance  from   ecommerce experience. Today’s consumer has higher
            chatbots  to  be  rudimentary,  with  58%  viewing  chatbots   expectations  and  businesses  need  to  keep  a  close
            as useful only for basic information search, anticipating   pulse on the ever-evolving customer journey to react to
            that more complex enquiries will need to be handled by   not just changing consumer preferences but context at
            a human being. Others feel that talking to chatbots have   point  of  purchase  or  even  consideration.  To  this  end,
            so  far  been  a  frustrating  experience  and  they  would   businesses should view chatbots as more than just an
            rather speak to a human being (21%) and close to a fifth   answering machine – they are also a valuable mine of
            expressed an outright dislike for chatbots (17%).    data  that  offer  fresh  perspectives  into  the  underlying
                                                                 reasons  for  sales  trends  and  help  brands  better
            More than 1,000 consumers in Singapore were surveyed   understand what their customers are looking for. Armed
            on their use of and attitudes towards chatbots, with the   with  these  insights,  they  can  then  take  action  to
            results  reflecting  that  while  Singaporeans  are  open   cultivate  sales  and  entrench  customer  loyalty”,  added
            towards  engaging  with  chatbots,  they  still  have   Kontopoulos. ◊
            reservations. One of the top concerns that Singaporeans
            have towards chatbots is that their requests might not be                              By MediaBUZZ
            understood  (61%).  A  third  (35%)  are  worried  that  their
            personal information might be leaked if they divulge too
            much  to  chatbots,  and  13%  say  that  chatbots  are  too
            creepy if they know too much about them.

      10            December 2017 - Digital Commerce & Customer Experience
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