Instant messaging and online shopping have gained relevance . This practice, known as conversational commerce, facilitates direct interaction between companies and customers through various digital platforms.
Through chatbots, live customer service agents or artificial intelligence, instant and personalized communication is achieved, improving the shopping experience.
Effective implementation of Conversational commerce strategies can make all the difference to a business’s success. By offering accurate and fast responses to customer queries , user satisfaction is fostered and the relationship between the company and its audience is strengthened.
In addition, this modality
allows companies to interact with thousands of customers simultaneously, which increases operational efficiency and boosts business growth.
- 1) Examples of Conversational commerce
- 1.1) Live chat
- 1.2) AI Chatbots
- 1.3) Messaging apps
- 1.4) Voice assistants
- 2) How to implement a Conversational commerce strategy?
- 2.1) Identify how this strategy will be used
- 2.2) Choose the channels preferred by your customers
- 2.3) Use an omnichannel platform
- 2.4) Automate your processes
- 2.5) Analyze your results and apply improvements
- 3) Conversational commerce best practices
- 3.1) Offers instant customer service
- 3.2) Boost customer experience
- 3.3) Personalize the attention
- 3.4) Increase the offer value
- 3.5) Stay up to date with trends
- 4) Conclusions
Conversational commerce examples
To give you a better idea about this strategy, it is best to explain it with examples:
Live chat
Data shows that customers prefer to chat with an online representative rather than talk on the phone. Live chat allows consumers to communicate in real-time with real customer service representatives . Plus, agents can interact with multiple customers simultaneously.
AI chatbots have become a common tool in customer service , being a popular choice for brands looking for an immediate connection with their customers.
These automated systems, which work in conjunction with live chats, allow for automatic interactions with users. Their main function is to analyze customer behavior and offer personalized responses , thus contributing to retargeting strategies in e-commerce.
Messaging apps like Messenger and WhatsApp offer the ability to exchange direct list of finland whatsapp phone numbers messages with customers instantly, promoting more natural conversations.
Unlike live chat that typically happens on a brand’s website, messaging apps are typically found on mobile phones , which shoppers carry with them everywhere.
Voice Assistants
Voice assistants like Siri, Alexa, and Google how does instagram pick“suggested for you”? Assistant are transforming the shopping experience by providing automated product suggestions, quick betting data responses, and item recommendations . This technology streamlines the search and purchase process for consumers by offering quick answers and directing them to relevant websites.
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How to implement a Conversational Commerce strategy?
Today, consumers demand a more direct and interactive shopping experience, without tedious forms. By centering your business around conversational commerce, you immerse yourself in an open dialogue from the start.
This strategy involves a fluid interaction between the customer and the brand, facilitating the purchase decision-making process. Integrating conversational tools into your platform can significantly increase customer engagement and improve the online shopping experience.