CREATING AUTHENTIC EXPERIENCES WITH YOUR AUDIENCE AT SCALE

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1 CREATING AUTHENTIC EXPERIENCES WITH YOUR AUDIENCE AT SCALE Seth Greenfield - imperson Christine Guzman Chandon

2 5B 63% 51% 52T Platform Audience Need Use Messaging apps have over 5B monthly active users, surpassing social networks. People are willing to use chatbots to communicate with businesses & brands. People say a business needs to be available 24/7. Messaging traffic will grow to 52.5 trillion messages in 2020 and 30% of web browsing sessions will be done by voice. According to Gartner by 2020 the average person will have more conversations with bots than with their spouse.

3 THE OPPORTUNITY FOR BRANDS Global Reach Messaging apps have over taken social networking apps as the dominant platforms on mobile phones. Always On For the first time, your brand has the power to be always on and always learning. We strive to help you build deeper bonds with your target audience. Multiplatform by Design Chatbots can be easily deployed across multiple platforms, web, messaging, and native apps. Ultra-Personalized Data Get to know your customers on a personal level by engaging one-onone and extracting valuable insights. Easy to Use No learning curve. No hassle. Chatting with a bot is as easy as having a conversation with a friend. Chat is the preferred method of communication. No Download No download. No friction. People can interact with your brand directly on their preferred messaging apps like Facebook Messenger, SMS and Kik.

4 VALUE OF A CONVERSATIONAL BOT 4-9min Ave. Conversation Length chatbot/user Meaningful engagement Leverage one-on-one time with your audience. 72% Users Answered Chatbot Questions Valuable data Collect data and insights about your audience. 35% User Re-engagement Build relationships Once a user opts in, the chatbot is on the friends list and the user can be re-engaged at any time. Creative Tools Meme engine Emojis understanding Gif/video sharing New advertising opportunities Exclusive content and new opportunities for advertisers.

5 Chandon Chatbot GOALS Provide consumers with a fun, innovative, and engaging way to connect with our brand. Create awareness that generates engagement and leads to our newsletter database. Build a feature-rich and approachable chatbot that speaks in our unique brand voice. Provide accessible information making Chandon the go-to brand for sparkling wine, cocktail recipes and food pairing. 5

6 Chandon Chabot HOW WE BUILT IT Set the Conversational Bot objectives & goals (awareness, promotion, qualify, sale ) Carefully define the scope of the conversation (the topic to be covered, scope of behavior ) Outline the brand voice and personality (name, likes, dislikes, opinions, state of mind ) Authoring the conversations (write the conversation content and flow) Testing cycles (using a text chat interface and testers, implementing changes, fixing bugs) Deploy and launch, monitor and analyze (launch and connect to platforms, monitor and analyze results) 6

7 Chandon Chatbot VOICE The bot s bubbly, infectious voice is inspired by the brand s tone on social media and tailored to the demographic of the target market - female millennials. KNOWLEDGE BASE The extensive featurerich knowledge base includes all FAQs relevant to the brand and the product. The user can freely ask any question about Chandon! STRUCTURE Easy-to-navigate menu with the brand s five most popular topics: Bubbly 101 Video tutorial from Chandon s expert winemaker Pairing - Pair any meal with the perfect Chandon bubbly. Cocktails - Chandon cocktails according to user s preference. Home Entertainment - Chandon inspired ideas customized for any upcoming event! Football GameDay - An alternating topic, updated according to the brand s social calendar. SALES REALTIONSHIP PROTECTION MONITORING The bot uses natural opportunities to push sales by directing users to the online shop and membership sign-up pages. The bot collects user data, such as preferred product, upcoming celebrations and favorite flavors, allowing the brand to offer each consumer the most relevant products. The bot continuously monitors user inputs for inappropriate or offensive language in order to protect the brand from any liability. imperson monitors user inputs in order to continuously adjust the experience and add relevant content. 7

8 Chandon Chatbot THE EXPERIENCE 8

9 Chandon Chatbot THE EXPERIENCE 9

10 Chandon Chatbot SEASONAL CONTENT Football GameDay Seasonal content according to the brand s social calendar. 10

11 CONVERSATIONAL BOTS FOR BRANDS The conversational experience brings brands and consumers great value: BRANDS Ongoing relationships with consumers A new channel to promote products A new sales channel Valuable users insights and sentiments CONSUMERS Direct and immediate access to the brand Personal, one-on-one channel Access to information and content Effective, comfortable, and enjoyable experience We invite you to chat with the Chandon chatbot m.me/chandonusa 11

12 CONVERSATIONAL BOTS Seth Greenfield - imperson seth@imperson.com Christine Guzman Chandon christine.guzman@moethennessy.com