In an era where people are constantly connected, shopping for online products has never been easier. But sometimes you want to buy certain products and you can’t find them anywhere on the site, you keep browsing but no sign of it. What if you could skip all those steps and ask about the product directly? That’s the idea behind conversational commerce—digital interactions between customers and brands that prioritize direct conversations at natural intervals instead of browsing online.
What is Conversational Commerce?
Conversational commerce is the method through which online businesses directly communicate with their customers through chat, conversational AI, and voice-based conversation. Personalizing the communication in a way that leaves customers with positive, simple experiences is what makes conversational commerce means.
Conversational commerce basically includes:
- Guiding and assisting customers throughout the purchase process.
- Notifying the customers about their purchase status.
- Suggesting products to customers based on previous purchase history.
- Supporting and providing information to the customers even after their purchase is completed.
Conversational commerce makes sure that customers are satisfied and happy with the service provided by businesses. It’s evident that customers are more likely to come back if they are happy with your business and it’s beneficial for the businesses to retain loyal customers rather than acquire new ones.
Why is Conversational Commerce so important?
The future of e-commerce is conversational, as it eliminates the need for tedious web searches. Customers can now simply open a messaging app and ask about products they want or even place orders without having to go through complicated checkout processes on websites.
Conversational commerce primarily focuses on building relationships with customers. One of the most attractive features of conversational commerce is that it allows businesses to have two-way conversations with their customers. Personalized messaging is what retains customers. Customers just wish that their queries or curiosity is taken care of. For instance, if a customer is looking for a moisturizer but is unsure if it suits their skin type. Then the customer starts looking for help in the chat box with her query. When a chatbot or a real person replies instantly to the customer and gives details about the product, solving all the queries, the customer feels satisfied and happy.
And as long as the customers are happy, they’ll keep purchasing from your business.
What are the different types of Conversational Commerce?
Conversational commerce is an excellent way for businesses of all sizes to increase revenue and retention. Some of the examples of conversational commerce include:
- Messaging App: In this era, it’s more important than ever to make sure your business is on all of the major platforms. Using WhatsApp or text messaging can help you connect with customers directly because they are using these apps for their daily communication already! This means that meeting them where they exist will improve the chances of building relationships. However, make sure your business follows TCPA guidelines. With messaging apps, you can create a more personal and engaging connection with your customers. This creates an emotional bond that could result in them purchasing more from your business over other businesses.
- Live Chat: One of the most preferred platforms by customers is live chat. The use of live chat on your website is essential to ensure customer satisfaction and loyalty. By allowing them the opportunity for instant service, you’re providing a more convenient method than before which leads to increased sales revenue over time.
- Chatbot: Chatbots are a cost-effective and efficient way to automate certain tasks in your business. They can answer commonly asked questions like order status, comparable products, or case resolution with minimal human intervention – all while maintaining an enjoyable conversational tone that’s personalizable according to the user. Chatbots are best for small businesses.
- Voice Assistant: Voice assistance software is an excellent way for companies to provide customer service, improve sales conversions and make the user experience more enjoyable. Voice assistants can be used for providing information on products or offers by your business while also engaging with them emotionally through playfulness features like jokes told during searches that may brighten up their moods when they’re feeling down. Common examples of voice assistants are Alexa and Siri.
Why is Conversational Commerce increasing?
Over time, e-commerce businesses have realized that to grow their business, they must engage their customers on a personal level. And the only way that is possible is with the help of conversational commerce.
Businesses have realized that when they interact one-on-one with their customers, customers tend to be more satisfied and engaged.
“Customer is King” is the mantra that businesses follow with conversational commerce.
Conversational commerce is the next step in customer interaction. Thanks to AI, natural language processing, and chatbots you can now provide a seamless experience that answers all of your customers’ needs online without them ever having to leave their comfort zone.
Conversational methods can enhance your customers’ ability to have a satisfying interaction with you no matter where or when they are. This is why conversational commerce is the next big thing in e-commerce businesses.