On today's episode, we discuss the most interesting takeaways from Amazon's Q3 earnings, why the online store's sales hit the brakes, and how Amazon's ad business is coming along. We then talk about Walmart testing an SMS-assisted ecommerce tool called “Walmart Text to Shop,” how new brick-and-mortar stores might look different, and Pinterest's new shoppable live series called Pinterest TV. Tune in to the discussion with eMarketer principal analyst at Insider Intelligence Andrew Lipsman.

The news: Klarna launched Virtual Shopping, which connects online shoppers with in-store retail associates via live chat and video to get product advice and shopping inspiration, per a press release. More on this: Virtual Shopping builds on technology from Hero, which Klarna acquired last July.

Both CIBC and Desjardins offered three of seven features, but CIBC’s included No. 1, live chat, and No. 3, an in-app search bar. A 17-percentage-point demand gap separates live chat from chatbots. FIs must bridge that gap to make virtual assistants a valuable customer service solution. To start familiarizing customers, they can offer live chat blended with virtual assistant functionality.

Livestreaming is a small but growing part of creator culture. Much like Stories, livestreaming is a way for creators and other influential figures on social media to present content that is often less polished than photos or recorded video. Livestreams also give influencers a way to interact with their audience in real time through live chat.

While account features like live chat and multiple login options were not found to be very important among digital grocery buyers, the savings options here made it the No. 1 category. Key findings:. Free shipping or delivery should be the centerpiece of a digital grocery membership—and order minimums should be competitive with other services.

Mobile customer service is trending toward a seamless handoff between channels—from virtual assistant to live chat, to authenticated phone call—but implementation can be rocky. Virtual assistants have proliferated in recent years, but low consumer demand reflects their immaturity.

Access to a live representative was paramount, trailed by features that increase convenience and ease of use. That was especially true among neobank customers, who showed much greater demand for live chat than noncustomers. Chime won by a long shot, and its customer service solution is unique. It offered four of six features in the category (including the two most valuable).

The pandemic has brought an influx of new users for subscription OTT, live videos, and video games in 2020, but other activities such as social networking, mobile messaging, and digital video haven’t seen the same bump.

While account features like live chat and multiple login options were not found to be very important among digital grocery buyers, the savings options here made it the No. 1 category. Key Findings:. Free shipping or delivery should be the centerpiece of a digital grocery membership—and order minimums should be competitive with other services.

The same audiences for live shows in the pre-pandemic world are now congregating online for virtual shows. They still like to buy artists’ merchandise, and they’re interested in the brands artists wear and consume. Viktrs is a social commerce platform that helps musical talent monetize their video content through commerce.

Runner-up CIBC rose to second by offering live chat—exceptionally in demand, and offered by no other FI in the study. Key Insight: Live chat is the way to go for digital-first servicing—but six of the seven FIs still need to fill that gap. Texting with a human agent via in-app chat provides customers with immediate and flexible assistance.