Nordstrom Uses Chatbot to Help Holiday Shoppers

Nordstrom is expanding on its efforts to engage with mobile shoppers, using the holiday gift-giving season as an opportunity to launch its first-ever chatbot. If you can’t decide on the perfect gift for your mom this holiday season, for example, the bot is a click away on Facebook Messenger as well as Kik. Nordstrom teamed with New York-based Snaps to develop the service, which will be available until Dec. 24. Users who engage with the bot will be asked several questions about who they're shopping for and the bot will respond with tailored gift ideas based on their answers.

Total Retail's Take: Nordstrom is often cited as a leader in customer service, and this latest offering speaks to that commitment. Chatbots are an innovative way for brands to interact with and serve their customers, particularly those on mobile devices. Nordstrom recognizes the increase in mobile shoppers, particularly this holiday season, and is trying to give them the easiest and best possible experience on the retailer's website. As a brand with roots in brick-and-mortar, Nordstrom is wisely investing in technology and innovation that will enable it to better compete with online retailers. The end goal is to provide customers the best experience possible, no matter the channel. Chatbots are just another tool to help Nordstrom accomplish that.