Consumers looking for information about the apparel retailer can now communicate with the company directly from services like Google Maps.
What happened
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Why it matters
In partnership with Nuance Communications, H&M is making its virtual assistant and live chat agents available via Google services like Google Maps and Google Search, Nuance announced on Tuesday.
H&M introduced virtual and live chat with Nuance in 2018 to provide customers with real-time responses to questions about item availability, order tracking status, store locations and hours, and other inquiries, per the press release.
The integration with Google's Business Messages allows H&M customers to chat with the company via a "Message" prompt on Google services like Google Maps and get questions answered that way. The service is initially available in the U.S. only.
This news brief is based on reporting published by Retail Dive on 2020-10-07. The original report is linked below.
Retail Dive
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