Redefining Ecommerce, Conversational Commerce is the communication source that fills up the gap between businesses and customers through AI-enabled assistants, i.e., chatbots, voice bots, or voice assistants and live chat representatives. This is to aid in the process of exploring products and offers, making transactions, and sending help to customers in case of need. Going through these parameters, one can tell with no trouble that conversational commerce targets acing the customer support game so that your customers never feel unattended at any stage of this sales process.
It’s always about maintaining a real connection with the customers by providing responsive and personalized advices and services which better satisfy them. It’s always said easier than done but our experience at Kevit clearly puts us on the side of artificial intelligence handling customer support because once used, you realize that its easier not only on the business’s side to collect and hold on to information but equally easier for consumers to get access to that information.
Brands sell more because of the dynamic change that conversational commerce brings in the business-customer relation, that is established at the moment. Just imagine this- Every sector of your customer services is personalized for each consumer of yours. This optimizes the best outcome for lead generation and eventually turns to profitable relationships. We are talking about the Cinderella moment here, with Conversational Commerce being your “fairy godmother”.
Further conversational commerce was best defined by the Hashtag inventor Chris Messina in his Medium article in 2016. The article defined it as:
“Conversational commerce is about delivering convenience, personalization, and decision support while people are on the go, with only partial attention to spare.”
When Commerce is Conversational, Businesses go Up:
While the prime reason for this hype of conversational commerce is that it makes businesses accessible and convenient, below is a list of factors that can also explain the rise in conversational commerce.
- Experience Better Customer Service
Whether it’s a new customer or a regular one, conscious efforts in customer service are always a big yes-yes! If it’s a newbie, then you need to make sure that the first impression is good enough for that customer to return to your business page. And if it’s one of your regular customers, then that means they have already found a reason to stay and your business needs to continue doing what they like. If all these sound like way too much, then chill cause conversational commerce is ready to take this case into its hands and by providing easy searching options, quicker responses, personalized recommendations, reorder previous orders, omnichannel presence, and a lot more to all your customers.
- Cost And Time Effective
Time is money and it’s only sensible for a business to save this money as well as some actual bucks too!! Automation has already proved how cost-effective it is with round-the-clock availability but saves time too by addressing all repetitive queries and multiple queries at the same time so that the business agents can focus on other complex issues.
- Gather Feedback And Gain Customer Loyalty
Enabling the feedback feature is one of the best things a brand can do to gain its customers’ loyalty. This is because they’re going to feel heard and that their opinions are valued. Feedbacks suggest that there is someplace that can be addressed, whenever there is a point of complaint. Except this, personalize your chatbots and voice bots by giving them an identity so that your customers almost feel that they are referring to a friend. This makes them feel inclusive and has memorable interactions.
- Noticeable Decrease In Cart abandonment
Cart Abandonment is when a customer adds items to their cart to purchase but then leaves the business page instead of progressing towards the payment option. When emailed about the same, only 35% open the links and complete their payment. This ratio can be bettered using conversational commerce. Sending proactive greeting messages and cart reminders can help. Facebook Messenger App lets you send abandonment cart messages via Messenger. These little reminders have already proved quite effective in offering support to consumers to complete their orders.
- Potential Leads To Potential Clients
Conversational commerce helps not only in generating leads but also in closing potential leads. When 71% of customers say they will continue with brands that message them instead of calling, you know that conversational commerce is a great way to support customers considering a purchase. Basically, automatic messages, chatbots, voice bots, all are the best tools to drive in more customers.
While Conversational Commerce is a growing strategy, opting it is the best-optimized solution at the moment to not only bring in customers but also for keeping them around for a long time. Transform your business landscape and witness a huge impact on your customer base with Kevit’s E-commerce and Conversational Commerce offers. Serve your customers in a better way with Kevit and know all about it at www.kevit.io and contact us at firstname.lastname@example.org.