Nowadays, a lot of companies have their online store with chatbot, which is convenient and efficient to provide instant reply to the customers. But I have doubt for the effectiveness, it really depends on whether the logic and content of the setting is good or bad.
If the setting is illogical or not comprehensive, the customers may could not get their answer and tired of it.
Also, I don't think chatbot can replace human customers service. HKTV Mall could be an example which brought me a bad shopping experience. Because they don't have an official hotline or email for customers, only have a chatbot on Facebook and their online store. The chatbot is not well develop, it could only answer the general questions. It makes me felt I am wasting time to click the button with no meaning...
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