Plans & Pricing
Does My Company Subscribe?
Vice President, Digital Partnerships and Development, American Express
Though consumers see the benefits of using Facebook Messenger bots to interact with brands, the concept is still novel and unfamiliar. That’s why, as users learn to navigate these new interactions, companies have to build experiences that are useful, intuitive and reflective of what consumers actually want. Matt Sueoka, vice president of digital partnerships and development at American Express, spoke with eMarketer’s Maria Minsker about how the company continues to improve its bot experience based on feedback from customers.
eMarketer: What are some ways that you are using Messenger, from a customer service standpoint?
Matt Sueoka: On Messenger, we saw potential to automate some of our most frequent and useful types of interactions. For example, our initial bot delivered transaction notifications to cardholders, so that they received an alert when their card was being used. Customers gave us positive feedback on that experience—many were able to catch fraud thanks to the notifications.
Change in Retargeting vs. User Acquisition Campaign Spend Among Select App Publisher Verticals Worldwide, Nov 2018 (% change vs. prior year)
Mobile App Performance Metrics Worldwide: 1-Day, 7-Day and 30-Day Retention Rates, 2016-2018
How High Do Companies Worldwide Rate the Importance vs. Success of Their Customer Experience (CX) App Data Capabilities? (% of respondents, Dec 2018)
Which Metrics Do Companies Worldwide Measure for Their Customer Experience (CX) Apps? (% of respondents, Dec 2018)
How Often Do Companies Worldwide Access Data From Their Customer Experience (CX) Apps? (% of respondents, Dec 2018)
Location Intelligence 2019: Marketers Adapt to Evolving Privacy and Data Landscape
US Native Advertising 2019: Display Budgets Keep Flowing to New Formats
How Header Bidding Is Moving Into Apps
When Toyota Advertises on Twitter and Snapchat, Users Listen
What a Difference an 'E' Makes
Can Instagram's 'Swipe Up' Feature Drive Sales?