Communication Tool in Ordering Product

Y E Putra, N Heriyati

ICOBEST 2020 - New Era, the Trend towards Global Challenge after Covid-19 Pandemic - ISBN 978-623-95562-0-4


The study attempts to examine the utilization of Chatbot as a smart assistant in e-commerce. Nowadays, there are more than 80 million people in Indonesia actively shopping online. The e-commerce sector has produce more than $12.2 Billion or equal with 45% digital economy in Indonesia. It makes retailers have to be more aggressive in doing the promotion and marketing. Employing descriptive method and interview, the research tries to describe the impact of the usage of the software. The result shows that by adapting the chatbot in the platform can become one of the strategies to increase the consumer satisfaction and brand loyalty. Chatbot can help the consumer to buy and order a product directly via a messaging feature anytime and anywhere. Chatbot can also act as a smart assistant for the consumer to simplify the existing workflow. Chatbot is a way for seller in e-commerce industry as a solution to be ready to serve and fulfil the consumer desires.

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