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They use texting to answer more complicated customer questions that require a human response, and are usually only available to answer questions only for a select number of hours a week.
Yesterday, Burrow launched an SMS concierge service, where customers can text a customer service representative to ask questions about new products, but also for assistance with outfitting a room in their home.
The goal for these types of services is to talk more frequently with both existing and potential customers. Second, there are brands that are trying to create an entire text-based commerce platform in-house. The idea is to communicate with customers around the clock, every step of the way, from the initial order placement to sending them notifications about new products, via text messaging.
Whym will both sell products from both other brands, as well as products from brands its developed in-house, like Petalfox, a DTC flower company.
Other traditional retailers, particularly beauty and skincare retailers experimented with chatbots before, though many of those were managed within Facebook Messenger and were aimed at getting existing customers to adopt a new habit.
Meanwhile, many of these DTC brands are trying to rope in new customers with the promise that their text-based customer service will give make it easier for customers to buy and ask questions about products. When Dirty Lemon first launched in , the brand first built a simple, automated bot that customers could text to in order to place an order.
But today, Iris Nova also has a customer service team of seven people that will respond to more complicated questions like what drinks they recommend for after a workout, or what exactly the health benefits of turmeric are.
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