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Top 5 Tech Giants That Use Chatbots

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Top 5 Tech Giants That Use Chatbots


Chatbots are the latest trend in customer support. According to the newest statistics, there was a 67% increase in chatbot use from 2018 to 2020. That’s a significant increase in the number of organizations benefiting from this technology.

There are numerous advantages of using chatbots as these tools are highly affordable, improve customer experience, provide valuable information without the need for human support, and can even be used to promote the company’s latest offers. These are the five tech giants that use chatbots.

1. Amazon

Amazon is a famous retailer, but it also belongs on the GAFAM list, alongside Facebook, Google, Apple, and Microsoft. Amazon was founded in 1994. Today, this company is known for its unique approach to ecommerce, cloud computing, AI, consumer electronics, and similar products.

Naturally, due to a high number of served customers daily, Amazon uses a chatbot to help its visitors manage their orders, payments, returns, and other famous products like Kindle, Prime Video, or ebooks. Amazon’s chatbot is quick to reply and handy to use.

2. Verizon

Verizon is a US-based internet operator. The company was founded in 2000, and it has grown to provide its services to 99% of the US population with a 4G network. Verizon is also providing 5G services with its Unlimited plan.

As another tech giant, Verizon utilizes a chatbot to help its users with their accounts, payment, and similar queries. However, users should first log in to access the chatbot or live support. Additionally, Verizon’s chatbot is simple in its design, so it might get confused with human support.

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3. Huawei

Huawei Technologies is a Chinese technology corporation founded in 1987. The company offers products around the globe with one exemption – the United States. Still, missing the US market didn’t prevent Huawei from staying among the top tech giants.

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When it comes to Huawei’s chatbots, it’s among the sweetest chatbots out there. It’s called WeiKnow, and as soon as users open the box, it prompts them to log in to their accounts or select the product category to learn more. Huawei customers can also request manual support via the chatbot.

4. Sony

This tech giant is known for SonyPlaystation. However, there’s more to Sony than just a gaming console. As of April 1, 2021, Sony Electronics Corporation, Sony Imaging Products and Solutions, Sony Home Entertainment and Sound Products, and Sony Mobile Communications merged to offer products and services as one company – Sony Corporation.

Regarding Sony Support Bot, it can offer basic information based on the questions people ask. For example, it can help in troubleshooting, offer information about parts and repair, or connect users to human support. Moreover, the bot’s interface is simple and easy to use.

5. Samsung

Samsung started in 1938 as a trading company. However, it soon diversified into other industries and entered the electronics market in 1969. Soon, Samsung became known for creating superior tech products and services.

Samsung’s chatbot offers automated support. It starts by providing the customer with a list of products to pick one from for the most optimal chatbot service. Eventually, if the bot can’t help out, it sends a request to human support.

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Final Word

The number of companies that decide to use chatbots is rapidly increasing. Some of the first organizations that started with this type of customer support are the global leaders in the tech industry. Amazon, Huawei, Verizon, and others have been enjoying the benefits of chatbots ever since they became available.

Chatbots reduce the need for human support and offer highly efficient solutions for businesses with high website traffic and many new or existing customers. What’s more, personalized bots make customers feel appreciated and loyal to the brand.

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9 Local Search Developments You Need to Know About from Q2 2022

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9 Local Search Developments You Need to Know About from Q2 2022

The author’s views are entirely his or her own (excluding the unlikely event of hypnosis) and may not always reflect the views of Moz.

Just as you were absorbing all the Q1 local search excitement, Q2 came marching along with a bundle of new happenings and surprises. Don’t worry if you missed out on any of the key announcements and observations — I’ve got a little list for you here:

1. Novel stats on persistent reviewers

Curtis Boyd included some statistics that I’ve never seen compiled before in his presentation at a LocalU conference. As captured in the above tweet from Joy Hawkins, 8% of unhappy customers or spammers whose first review is removed will come back and write another one. 60% of them will simply republish their initial review or one that’s quite similar, but 40% will make their second go even worse.

The takeaway here is that you’ve got to monitor reviews constantly, and the relief of removal can be short-lived unless you’re watchdogging your profiles and working to get anything removed that violates Google’s content guidelines.

2. Both Google and Yelp promote eco features

Yelp reports that searches for “plant-based” have seen a 56% average increase each year for three years running, and that searches for “EV charging” are seeing a 41% average annual increase. In response to growing global demand for more planet-friendly services, Yelp has debuted a set of new searchable attributes, including “EV charging station available,” “plastic-free packaging,” “provides reusable tableware,” “bring your own container allowed,” and “compostable containers available.” These are in addition to existing filters, like “vegan” and “bike parking”.

Meanwhile, Google is encouraging its local guides to focus in on local eco-friendly businesses and services. For example, Google suggests including sustainability details in reviews, mapping recycling centers, and adding recycling attributes to listings. Google reports that the top five most searched-for recycling needs are metal, electronic, cardboard, battery, and cans.

Take these signals from Yelp and Google as signs that the time has come for all local businesses to discover, develop, and promote the greenest possible practices they can implement. Sustainability is essential.

3. Major review takedowns follow on the heels of FTC warnings

We began 2022 with a new warning from the FTC that review platforms will be held accountable for the fake reviews they publish. Perhaps it’s a coincidence, but Google seems to have kicked into high gear with review takedowns. As reported by Near Media, the local SEO industry has seen a dramatic rise in complaints of review loss which began in Q1 and has continued through Q2.

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Unfortunately, Google’s takedowns have been too broad and legitimate reviews are being tossed out with the spam. If local businesses you market have been caught up in Google’s new-found zeal for spam fighting, and are aware that legitimate reviews are missing, you can contact Google, but there are no guarantees that the reviews will be restored, and you may be better off simply keeping going with your strategy for continuous review acquisition.

4. Google declares products a local search visibility factor

Damian Rollison spotted a major update to Google’s document on how to improve local search rankings, in that they have newly-listed adding products to your GBP as a visibility factor. To regular readers of my column here at Moz, it will come as no surprise that Google is doing all it can to promote its shopping capabilities in its quest to compete with Amazon. As we’ve covered in the past, localness is Google’s one big advantage over Amazon, and given the massive carbon reduction in local vs. remote delivery, it will be better for all of us if more shopping is facilitated via Google’s localized product features than by any service based on long-distance shipping. Now is a great time to seize a visibility boost by filling out profiles with as many core products as are offered by the local businesses you market.

5. Google’s trusted store badge goes live

Speaking of shopping, and as reported by Search Engine Roundtable, Google is now rewarding certain merchants with the highly visible trusted store badge, as seen in the above screenshot of the Google Shopping interface. Remember that Google Shopping has filters so that customers can find local businesses. For a local business to earn this badge, Barry Schwartz suggests:

…the badge is available to merchants who provide excellent shipping and returns services. Merchants receive a Trusted Store badge based on their performance across metrics relative to other merchants, including but not limited to shipping speeds, shipping and return costs, and return windows.”

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Google has stated that such badges are appearing to deliver “stronger traffic to lesser known merchants”, and I would read this to mean that even a smaller local brand could find that the trust imbued by the badge could boost sales resulting from increased traffic.

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6. Google testing “At This Place” feature

Saad AK spotted a test that will be of interest to local businesses located inside larger venues. Here, we see a listing for a roller coaster nested within a listing for a larger attraction. I have not been able to replicate this test, but it is a notable example of the increasing granularity with which Google continues to map local communities.

7. Business redressal complaint form finally gets much-needed new label

At long last, you can finally tell Google that “this business doesn’t exist” via the Business Redressal Complaint Form. As reported at Search Engine Land, this new option matters because it clarifies that what you’re trying to report to Google is, in fact, a non-existent business rather than simply complaining that a legitimate business has incorrect information.

When Google acts on reports of fake listings, it can clear away the debris that is standing between your client and higher visibility. When successful, spam fighting can produce some of the easiest local search rankings you’ll ever earn.

8. Adios Google My Business mobile app

I extend my condolences to all local SEOs who, like Claire Carlile, are bidding a teary adieu to the Google My Business mobile app and are being prompted to switch to updating listings via search and Maps, instead.

A lesson new local SEOs will quickly learn is one of self-protective detachment from any particular Google product or feature. They go away, they get rebranded, they dry up and blow away like autumn leaves. It’s always good to try new Google features when they roll out, but never tie your entire local search marketing strategy to them, because they are, by nature, experimental and can disappear at any time.

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9. Place topic thumbs expand at-a-glance sentiment communications

Mike Blumenthal noticed this praiseworthy effort on Google’s part to further qualify the topics that people often mention in reviews. When you think about it, it’s not actually very helpful to know that people often mention something like “accessibility” relating to a hotel without any further context. Are reviewers saying that the accessibility is good or bad?

Thanks to that little thumb icon, this test lets us see at-a-glance that people are dissatisfied with the accessibility of this business. It’s amazing to think of how shortcuts like icons can convey so much within a few pixels of screen space. This is one experiment I hope we’ll see roll out more widely!

Onward to Q3

With the sunny days of summer stretching out before us, local businesses and their marketers should be keeping an eye on one major developing story: the outcomes of S.2992, the American Choice and Innovation Online Act. You may already have received frantic emails or other messaging from Google or Amazon urging you to believe that regulation of monopolies like theirs will hurt small businesses like yours.

Like many of my peers, I’ve been offended on behalf of local business owners. Their intelligence is insulted when told to be scared of powerful businesses not having the ability to preference their own products — to the detriment of diversity and innovation. In fact, I think most local business owners would be delighted if this bill became law and it resulted in more direct traffic to their own websites instead of to Google’s widgets, or a more diversified review landscape, perhaps even highlighting review platforms that might do a better job of handling review spam or communicating with SMBs.

Big tech is shelling out millions of the dollars society has helped them accrue in hopes of lobbying this bill into the trash can, but if their efforts fail, local businesses could be witnessing the start of a handoff that could actually place the ball back in our court — the court of local community, creativity, and choice. Sunny days, indeed.



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