When Chris McCann President and Chief Executive Officer of 1-800
FLOWERS.COM was sitting in the F8 keynote with Mark Zuckerberg, he
had no idea Zuckerberg would be including 1-800 Flowers in the
presentation. The reason 1-800 Flowers was everywhere in the press
is the announcement of the chatbot release. 1-800 Flowers has
always been on the brink of technology innovation. They were the
first to allow customers to call them to make an order for delivery
in the early 80s. They were the first retail company to have an
ecommerce presence on the web in 1992 when they partnered with AOL.
Now they are one of the first to take advantage of the Facebook
chatbot release. Facebook will now allow businesses to deliver
automated customer support, ecommerce guidance, content, and
interactive experiences. 1-800 Flowers uses a few different
technologies to run its large ecommerce operation that includes
brands such as Harry & David and seven more.
In this podcast you will learn:
Understand the process of launching the Facebook chatbot for
1-800 Flowers.
How 1-800 Flowers ensures the quality of suggestions delivered
by the chatbot
Learn about 1-800 Flowers customer service
strategy
