Assume you walk into a store and no one greets you, a strange nobody, and you have difficulty finding what you are looking for. You have several concerns about the product's quality and price, but only one answer to your question. You leave the store completely empty-handed. So This happens all the time in online retail stores without conversational commerce. Customers prefer to shop online rather than in stores. That is no excuse for having to sacrifice quality customer service. Learn how to transform your customer service into a conversational experience.
What is conversational commerce?
It is a term coined by Uber's Chris Messina in a 2015 Medium post. It refers to the intersection of messaging apps and shopping. Meaning, the trend toward interacting with businesses through messaging and chat apps like Facebook Messenger, WhatsApp, Talk, and WeChat. Or through voice technology, like Amazon’s Echo product, which interfaces with companies through voice commands. Conversational commerce takes your customer service digital. It makes it possible to talk to thousands of potential customers at once. These conversations happen anywhere customers are on social media, messenger apps, and your website. Conversations happen with live customer service agents, chatbots, or both.
On the business side, companies can use chatbots to automate customer service messages. It’s how companies are enabling consumers to buy from them without ever leaving the messaging app they are using. Now companies can send order confirmations in Facebook Messenger, as well as shipping and delivery notifications. Using chatbots, businesses can resolve customer service issues, provide recommendations, create a Wishlist, and interact with buyers in real-time.
Why is conversational commerce important?
Conversational commerce provides eCommerce businesses with a 1-to-1 sales channel and consumers with the kind of bespoke service they expect from brands today.
1) Conversational commerce makes online shopping easier, more enjoyable, and more personalized for customers.
2) Online stores using conversational commerce, in the right way, are increasing annual revenue by 7 to 25%
3) 73% of customers consider experiencing an important part of their buying decision. But, only 49% of customers say companies
provide good customer service.
4) 65% of customers say a positive experience is more influential than great advertising.
5) 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and product
Types of conversational commerce
You don’t need to be the fastest talker in the west to join the conversation. Many brands are using these tools to talk to more customers online
1) Conversational AI chatbots
An AI chatbot is a virtual customer service representative. Yes. We are currently living in the future. A chatbot, through automation, allows customers to instantly connect with a brand. A friendly robot may not come to mind when people think of personalized service. However, chatbots such as Heyday use machine learning to provide personalized responses to customers. Over time, these responses become more accurate and effective. An AI conversational chatbot, like a real agent, remembers its customers.
What exactly is a chatbot?
Chatbots are computer programs that use artificial intelligence (AI) called conversational AI to learn and mimic human conversation. Conversational AI benefits from a few best practices.
Conversational commerce makes online shopping easier, more enjoyable, and more personalized for customers.
2) Live chat apps
A live chat app gives customers the option to message a real-live customer service agent. Live chat apps allow the automation of common answers to common questions. Human customer service can focus on the people who need extra help the most.64% of customers would prefer to use a chat app than call customer service. Live chat allows customer service to respond to many customers at once. Which creates more efficiency and a better customer experience.
3) Voice assistant software
Conversational commerce also includes the use of voice assistants to provide answers to questions. To make purchases, more people are asking Siri, Alexa, or Google Assistant questions.
4) Messaging apps
People prefer social messaging apps to social media. Customers make purchasing decisions before visiting a company's website. People use social messaging apps in the same way that they use search engines. More inquiries are being received via a company's Facebook Messenger or WhatsApp. Make certain that someone