Your guide to understand Conversational Commerce.

Published: 2023-06-30

Today customers wants everything: amazing products, fast delivery, and plenty of choices. The solution to this It's called conversational commerce, and it's changing the way we shop and interact with brands. In this article, we'll explain what conversational commerce is and how it keeps evolving to make your shopping journey even better.

So, what exactly is conversational commerce? It's where e-commerce and technology come together to create a seamless connection between brands and customers, available 24/7. Gone are the days of waiting for a response during "business hours". With conversational commerce, you can chat with businesses in real time about anything, from product options to tailored recommendations. It's like having your own personal shopping assistant, instantly available whenever you need it!

There are three main types of conversational commerce that you should know about:

Messaging Apps: Platforms like Messenger, WhatsApp, WeChat, and Snapchat let you

exchange messages, memes, and emojis with the brands you love. These apps provide a direct line of communication and boost engagement, which often leads to higher conversion rates. You can ask questions, get recommendations, and even make purchases right within the messaging app.

Live Chat: Imagine visiting a brand's website and instantly getting help through a chat

window. That's live chat! It's a software that allows you to start a chat session and get support in real time. Instead of waiting on hold for phone-based assistance, live chat offers a faster and more convenient way to get your questions answered.

Chatbots: These are like virtual assistants that use artificial intelligence (AI) to

understand your questions and provide instant responses. Chatbots simulate human conversation and help you find the information you need. They're available on websites and messaging apps, making it easy to get personalized assistance without having to wait for a human operator.

Now, you might be wondering, why should you care about conversational commerce? Well, here are some benefits:

Increased engagement: By incorporating conversational commerce into websites and

social media, brands can engage with you and provide more information about their products. Chat operators or chatbots can help answer your questions, make recommendations, and guide you towards a purchase.

Reduced abandoned carts: Have you ever left a shopping cart without completing the

purchase? Conversational commerce can bring you back! Brands use tools like automated email messages, pop-up reminders, and shared product information to remind you and make sure you don't miss out on a great deal.

Helpful feedback: Brands want to know what you think. Conversational commerce allows

them to gather real-time feedback through surveys and messages. They can use this information to improve their products and services based on your needs and preferences.

Boosted online sales: With the help of AI, businesses can offer personalized

recommendations and promotions. Conversational commerce makes it easier for brands to upsell or cross-sell relevant products, increasing the chances of making a sale. By nurturing the customer relationship, brands can boost their sales and keep you coming back for more.

Enhanced brand loyalty: When brands provide customized experiences and

personalized solutions, it shows that they value you as a customer. Conversational commerce helps build brand loyalty by creating streamlined experiences, increasing engagement, and offering personalized assistance. When you feel appreciated and understood, you're more likely to stick with a brand you trust.

Now that you understand conversational commerce, how can you get started?

Determine Your Goals: Figure out what your business needs and goals are. Do you want

to increase online conversions or improve response time? Evaluating these metrics will help you identify areas for improvement.

Do Your Research: Explore the different conversational commerce options available and

compare them to your goals and key performance indicators (KPIs). Ask questions, request demos, and review results to find the right solution for your business.

Choose Soultech: A conversational commerce partner that has experience in your

industry and understands your customers' needs. Select tools and technology that can solve problems and enhance the shopping experience.

Develop and Launch: Define how conversational commerce will align with your brand

and set measurable goals. Develop, test, and refine your approach before launching it. Pay close attention to feedback and make adjustments as needed.

Conversational commerce is revolutionizing the way brands connect with customers. Through messaging apps, chatbots, and voice assistants, businesses can provide personalized and frictionless buying experiences. While implementing conversational commerce can be challenging, the benefits of increased engagement, reduced abandoned carts, helpful feedback, boosted sales, and enhanced brand loyalty make it worth the investment. So, get ready to have more engaging and convenient interactions with your favorite brands, anytime and anywhere!