Pizza Hut in the US is launching a new social ordering platform, or “chatbot,” to allow for conversational ordering of favorite pizzas and other menu items on Facebook Messenger and Twitter.
With this service, customers will be able to reorder their favorites or saved orders from any U.S. Pizza Hut location by chatting directly with the Pizza Hut accounts on Facebook Messenger and Twitter, as well as get answers to frequently asked questions and receive the latest deals and promotions.
“The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favorites from Pizza Hut,” said Baron Concors, Chief Digital Officer, Pizza Hut in a press release. “We are constantly pursuing ways to simplify our ordering experience. This platform allows our consumers to quickly order or get information where they are already spending a great deal of their time.”
It turns out, people are much more open to chatbots on social media platforms than originally thought. According to a study by Dallas-based marketing group Epsilon, 84 per cent of millennials are open to chatbots on social media platforms like Facebook Messenger, WhatsApp and Snapchat.
“We are on the verge of a transformational moment, as consumer behavior is dictating a shift towards intimacy of sharing content and experiences versus public sharing,” said Epsilon chief digital officer of agency business Tom Edwards told Adweek. “Messaging apps now boast more active users than social networks, and this shift from social media to social messaging will redefine how we, as marketers, will approach connecting with consumers.”
Adweek infographic on chatbots: