Cole Haan Uses Facebook Chatbot To Combat Cart Abandonment

Cole Haan Uses Facebook Chatbot To Combat Cart Abandonment
Fashion & Apparel

The shoe brand leans on the social media platform's messenger tool to provide consumers with more personalized online shopping experiences

Elisa Lewittes
  • 7 august 2018

Apparel and footwear retailer Cole Haan is utilizing Facebook Messenger to remind shoppers about the items they’ve left in their online carts.

If a shopper adds a product through Cole Haan’s e-commerce website or mobile app and doesn’t complete the purchase, the Facebook chatbot integration will send reminder notifications, bringing their attention back to the abandoned items. If any of the products a shopper has selected go on sale or reach low stock levels,  the alerts will notify them as well.

By addressing consumers through multiple touch points, the retailer provides more than an omnichannel buying experience. Instead, it becomes a streamlined customer journey that’s best described as omni-experience shopping, according to Facebook’s retail, CPG, and healthcare lead, Eva Press.

Press explained to PSFK that “The overarching theme we’re seeing is that omnichannel retailing is not just about making sure a product is available; it’s about creating experiences in multiple places. Retailers are looking for ways to create more immersive experiences for consumers. To that end, Facebook is working to bring “the experience of touch and feel to the virtual world.”

Cole Haan

Apparel and footwear retailer Cole Haan is utilizing Facebook Messenger to remind shoppers about the items they’ve left in their online carts.

If a shopper adds a product through Cole Haan’s e-commerce website or mobile app and doesn’t complete the purchase, the Facebook chatbot integration will send reminder notifications, bringing their attention back to the abandoned items. If any of the products a shopper has selected go on sale or reach low stock levels,  the alerts will notify them as well.

+apparel
+cart abandonment
+chatbots
+Cole Haan
+consumer goods
+CRM
+Facebook Messenger
+Shopper education & assistance
+shopping cart
+Transactions & Payments
+Virtual Commerce

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