Text-Based Chat Best Practices: Hilton’s Marketing Features

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Hilton’s marketing features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Hilton’s agents take the opportunity to promote upcoming discounts and specials to customers during chat conversations. This is a good example of how chat can be used for both customer service and marketing purposes. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.