Today, it has become essential for every industry to stay ahead of the most recent trends to survive, grow and fight upcoming contingencies. The e-commerce industry has revolutionized the way people shop today. But the point of focus is ‘How can we surpass the customer experience?’
Customers are the most important assets of any business, and it sometimes becomes difficult to interact with them, leading to unsatisfied customers.
Do you want your customers to develop full trust in your brand? But the question is how? Well, the only answer is Conversational Commerce!
“Conversational Commerce serves as a liaison between businesses and their customers!”
Not only does Conversation Commerce help you customize your customer’s experience, but also makes it easier for you to interact with them, creating a great impact on every touchpoint in your customer’s journey. With modern conversational commerce systems, customers & brands can interact and transact together across a variety of channels. This intuitive interface makes buying more convenient for customers, giving them a seamless and personalized experience.
Let’s dig deeper into the real definition of conversational commerce and check the two main systems brands have been using to serve their customers!
Conversational Commerce Systems
Chatbots are excellent solutions to support real-time customer service. It makes the sale process user-friendly, decreasing the gap between online and traditional shopping experiences. They provide you assistance at any time with integrated live chats and detailed FAQs.
2. Voice Assistants
We all know to what extent, Alexa and Siri have made our life easier. Not only are they used by urban households, but also help brands formulate their business plan. Not to mention, collecting reviews has never been this easy for businesses.
6 Reasons why you should use Conversational Commerce?
Conversational commerce generates profound benefits for many brands. You can make the most of conversational commerce by adding a conversational approach to the way you market and sell your offerings. To know more about this strategy, let’s read on to find the benefits of Conversational Commerce!
1. To provide 24*7 support
Retailers can collect information through a support system while a chatbot solves the queries of the customers. A chatbot needs to be maintained once it is set up. But once businesses integrate a chatbot, they give their brand the opportunity to connect with each and every customer 24/7 without hiring a large number of customer representatives. Though a human touch to the support is necessary, you can use the bots to cater to the initial level complaints.
2. To send order tracking deets
Integrating your brandstore with messaging apps such as WhatsApp, Hike, etc is a great way to send order updates to your customers. Additionally, you can also send new offers, discounts, etc via instant messaging. You can consider this as one of the advantages of conversational commerce. When people come across exciting offers, they often circulate them among their friends, making your promotional strategy viral.
|Quick tip: Want to satisfy your customers by sending order tracking updates but don’t know how to? Kartify brandstores are integrated with WhatApp, enabling alert-based messaging and WhatsApp chatbots! To know more about it, request your free DEMO now!
3. To give accurate solutions to customers’ queries
If a customer walks into a store, they can get help from the in-store staff, asking about the quality of the product, warranty, etc. Imitating this type of experience online hasn’t been as easy and efficient. But with conversational commerce, you can make sure you solve all the queries of your customers. In addition to sending recommendations based on what is trending, stores can answer customers’ questions enabling them to make the right, convenient and suitable choice.
4. To increase customers satisfaction
Consumer satisfaction is the heart of any brand. A satisfied consumer is more likely to come back and promote your brand to others. Conversational Commerce makes the customer feel at ease when they are in your e-store. With customer care being automated, it not only saves the waiting time of the user as the bot answers their queries but also ensures they are satisfied with the quick help.
5. To reduce the Cart abandonment rate
The only downside to online shopping is customers’ scepticism towards the product quality. They generally fill their carts but don’t end up making the purchase, leading to a high cart abandonment rate. In such cases, bots come into play. A chatbot helps you solve customer queries with the best alternatives. For instance, you want to buy a pair of shoes, but you are sceptical about the material used in it. A bot can solve the query in such a case, making you purchase the product.
“Eventually, if the customer is happy the growth of the business is guaranteed!”
6. To remove manual and repetitive work
Whether it is an online retail store or a traditional store, you can’t escape from customers’ dilemma. But in the case of an online store, it becomes hectic and monotonous for the support team to clear each and every query. Here comes Chatbots in the picture with automated responses to manage hundreds of conversations simultaneously so customers don’t have to wait in line for a response.
Conversational commerce presents a huge opportunity for brands and retailers to enhance the customer experience and maximize sales across channels. It has become more important than ever because of its conversational style of interaction as it can enhance personalization and warmth in the online shopping experience.
Now that you know everything you need to know about conversational commerce, what are you waiting for? Go ahead and request a free DEMO, integrating your online store with chatbots through Kartify!