WHAT IS CONVERSATIONAL COMMERCE?
Conversational commerce means having real conversations on social media and messaging apps to improve customer service. Brands can get close to their customers and provide better service. Some of these conversations are initiated by shoppers & some of them are automated.
Brands are seeing a lot of value in directly connecting with customers and cutting out expensive middlemen like email. After all, it is much more personal than other marketing tactics. For smaller brands, conversational commerce can be invaluable. It allows them to break through the noise and it means they don’t need to engage in other channels like email marketing. You can also pay for items by text – making it easier for people who may not have convenient access to a credit card or cash on hand.
Chat commerce is an old concept that in the future should expand to more devices. Users can already use chat commerce features on their smartphones, some laptops, and more. However, conversational commerce should also be available on voice assistants like Amazon Alexa as well. The rise of influencers and virtual assistants that are AI-based can also change online interactions. The idea is to make them more engaging, as opposed to just another screen.
What is the significance of conversational commerce?
We know that live chat and chatbots are essential for eCommerce businesses.
In this post, we’ll be exploring some of the advantages conversational commerce can provide for your business.
Be “on” and available to customers at all times.
No mysteries here. Ecommerce brands are selling to customers across borders and time zones.
Creative, responsive messages sent by messenger at any time of day create connections with customers that trickle into successful, long-lasting relationships. Messengers are great for collecting data about what your audience wants and needs before broadcasting messages to the masses, but there’s no such thing as too much sensitivity.
Conversational commerce allows you the availability to provide 24/7 customer service. If your brand identity and voice is well-developed, conversational commerce doesn’t have to feel impersonal.
Improve your client service.
Timing is crucial when a client has a question or concern.
Rather than forcing shoppers to search aimlessly on the site for answers or wait for a response, bots and chatbots provide instant messaging services. The end result is (hopefully) a purchase and satisfied customers.
The takeaway? Analyses of customer service data has shown that the more time customers spend looking at their phones, the less likely they are to buy something.
More of your business should be automated.
If nothing else, conversational commerce can help make some of the more tedious and time-consuming parts of your business more manageable. These include:
- You can ask general questions about our policies by looking at them online or contacting a member of our staff.
- Mina is a great tool that can provide updates to customers, which customers otherwise receive in an email.
- Our customer feedback questionnaire is designed to collect information from our customers regarding products and services. We’ll send you a synopsis when it’s completed.
And in turn, you free up more time to actually talk to customers who need your attention RIGHT NOW.
The Early Movers and Suggestions will be described in the next blog.
