‘Are brands failing to properly promote their new chatbots?’ – Econsultancy
Nikki Gilliland says, “I recently wrote an article about Pizza Express’s new customer-service chatbot.
My overall opinion was that it offers a fairly standard booking system via Facebook Messenger – nothing fancy, but practical enough.
One issue I failed to mention is that the brand doesn’t appear to be doing much to promote it. Which is odd, as how are people meant to use it if they don’t know it exists in the first place?
Here’s a bit more info on this issue and how brands can combat it.
Discovering chatbots
In order to access the Pizza Express chatbot, I typed @PizzaExpress in the recipient search bar in Facebook Messenger. Easy enough, as it immediately appeared in the drop-down menu.
However, I was already aware that the bot existed, and it’s likely that most existing users don’t”.
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