What is Conversational Commerce? It is a concept that involves creating, marketing and delivering online interactions in a way that is seamless and enjoyable for both the sellers and buyers. Conversational Commerce is a growing industry, which means that there are many different facets to it. Let’s go over some of these aspects so that you can get an idea of what Conversational Commerce is and how you can benefit from it.
The term ‘Conversational Commerce‘ is actually short for Customer Acquisitions and Success. It refers to the new business models that have been developed since the turn of the millennium that involve consumers interacting directly with businesses. Most companies that engage in conversational commerce understand that they will need to provide excellent customer service and value to customers if they want to succeed. These companies also understand that they won’t be able to catch every customer that wants to buy their products and services, therefore they must ensure that they are always seeking new ways to create customer loyalty and create trust between the company and its customers.
One way that brands use conversational commerce platforms is by providing live chat applications and services. Live chat enables consumers to speak directly with a company and get quick feedback on their shopping experience from someone who actually bought the product or service. For example, if a consumer goes on a shopping spree and buys a pair of shoes, they can talk to a live chat service to find out if their shoes arrived in the mail and if they need any other instructions.
This interaction allows a brand to connect directly with its customers and form a relationship that will help them to develop trust. The best brands will do everything possible to ensure that their customer service is top notch and that there are no snags or problems with their buying process. They will also make sure that they provide their customers with free shipping if they do purchase something online from their website. In addition, they will only sell to individuals over the phone and they will refuse to deliver to consumers’ homes. While a conversational commerce platform may not offer every single piece of information available to consumers, they will at least give them the option.
Another way that brands use this conversational commerce platform is to give customers personalized recommendations. When a consumer uses a shopping website to shop, they may feel very overwhelmed by all of the different options for products or services. However, when they talk to a live agent on a conversational commerce application or a chat support agent, they will be able to ask questions and receive personalized recommendations on the items or services that they need.
By using a conversational commerce system, these brands allow consumers to ask questions through a conversation, and the agents will then answer them through a response or inquiry form on the company website. For example, if the shopper typed in a question like “How can I improve my wardrobe without stressing myself out?” and the response offered was “I have a few pairs that are in good shape and a couple that are missing an entire panel”, the consumer would have her one step closer to a solution for her problem. This can also be applied to other issues that consumers need assistance with such as locating a virtual product advisor or other virtual assistance.
Using conversational commerce, brands are able to take their customers’ needs and interests into consideration when making their shopping or other business decisions. The more the customer interacts with the organization and their representative, the more likely it becomes to make a better purchasing decision. In addition, by giving the customer the option to just browse without purchasing, businesses are able to delivering convenience and allowing them to complete their shopping without losing too much time or energy on the actual decision support process.
While some consumers may not necessarily take to conversational commerce, it does offer an appealing alternative to traditional ecommerce. Asking questions, receiving direct answers, and browsing through multiple pages all within a relatively small space all help consumers feel a sense of control over their buying process. The brand is no longer the problem, as opposed to an inability to fulfill orders or make sales. This allows a brand to gain the full attention of its consumers while at the same time, allowing the organization to re-engage with previous clients.