Are you familiar with conversational commerce? It’s the use of voice technology and messaging to create a connection between retailers and consumers.
Given advertisements and commercials no longer have the same effect on customers, especially the millennials, brands need to add a personable touch to their sales strategies. Voice assistants and chatbots provide remarkable customer service experience in an attempt to increase sales.
The main goal of conversational commerce is to make e-commerce as personal as face-to-face interaction. Customer experience is believed to have the greatest effect on buyers’ decisions.
Have a look at the top benefits of conversational commerce:
Personalizes assistance
Conversational commerce provides businesses with the chance to offer personalized assistance without investing too much effort. While customers are looking for information about the products they’re interested in purchasing, chatbots and voice assistants help them search through catalogs and provide them with recommendations. Read here about the background, development, and applications of chatbots.
Any time a customer asks a question about a particular product or service, chatbots, and human agents ensure he/she gets the question answered. Once the consumer decides to make a purchase, he/she will be assisted from the moment of making the payment until the transaction is closed. Conversational commerce technology closes transactions by providing customers with tracking and delivery information.
User-friendliness
Another benefit of conversational commerce for online retailers is the user-friendliness of this technology. Consumers are no strangers to messaging applications and voice recognition programs, which is why they don’t find such technology intimidating. The natural style of conversation these programs use is similar to the daily communications of consumers.
Nowadays, the existence of chatbots and voice assistances enables consumers to communicate with brands in the same way they talk to their personal contacts. The user-friendliness provided by conversational commerce offers timesaving advantages, as customers complete the entire service in a single application. Instead of using multiple applications or doing research on products, conversational commerce offers comprehensive assistance.
Suits mobile shoppers
Mobile shoppers stand to gain from conversational commerce, as almost sixty percent of smartphone owners use their mobiles to make a purchase or a purchasing decision. For instance, about fifty percent of mobile customers use their mobiles inside stores, whereas the other fifty percent use them while heading to a store. Visit this website, https://www.forbes.com/sites/shelleykohan/2020/09/22/purchasing-on-mobile-devices-will-drive-holiday-sales-and-hit-314-billion-this-year/, to learn more about the expected growth of mobile shopping.
In addition, brands have the potential to increase their revenue just by tapping into their base of mobile customers. Conversational commerce technology offers an optimized experience to potential consumers by allowing them to search for products and make purchases on the go. There’s no need for customers to visit the official site or make any calls when buying a product or using a service.
Lower cart abandonment rate
Most online retailers cope with a universal problem like the high cart abandonment rate. The largest number of shoppers makes no difference between their cart page and wish list page. Consequently, they tend to abandon the products in the cart due to various reasons, such as deciding to compare prices, not having enough money, finding the product too pricey, being interrupted by something/someone during the process, etc.
Whatever the reason, the final outcome is identical; most consumers leave the products they’ve chosen in the cart without buying any. Nevertheless, conversational commerce interface helps retailers lower their cart abandonment rate.
For instance, if a consumer adds a pair of jeans to the cart but leaves the page right before checkout, chatbots might encourage him/her to reconsider his/her decision. Chatbots send personalized messages to such customers after a couple of hours to remind them about the pending purchase. By relying on conversational commerce, businesses make sales and gain the trust of consumers. Sending reminders to customers genuinely improves the chances of cart abandonment rate reduction.
Versatility
The implementation of conversational commerce provides online retailers with a selection of various approaches. Businesses decide about the involvement of chatbots, live agents, and voice assistants as part of their strategy. Some brands find voice recognition highly convenient, whereas others decide to engage with their customers through messaging apps. Some businesses still consider web chats as the best customer service approach.
Nevertheless, the most amazing thing about this technology is the possibility to tailor it to match the interests of consumers and businesses. The ultimate purpose is for brands to offer an effortless customer experience, which involves no inconvenience and wasted time. Text messaging and in-app messaging are only a few of the alternatives that have minimizes the use of phone calls. SMS support has slowly been introduced to more than fifty percent of contact centers.
Final thoughts
E-commerce has to be conversational to provide the best customer experience.
Consumers need the right encouragement to bond with a brand!
