Conversational Commerce
Connect with users and sell your product and
services via conversation.
Connect with users and sell your product and
services via conversation.
What is Conversational Commerce?
Conversational Commerce is selling products and services via discussion. It is a commerce form where a business connects with customers via conversation. Users can connect with the business via contact channels for their queries.
Apart from that, a business can also initiate the conversation. And it will be used as a sales channel to sell their products and services.
Types of Conversational Commerce
Conversational commerce is divided into four types. The types are as follows :
Live chat is one of the oldest and most popular ways of contact. Here, a user starts the live chat from the business website. And the available agent will reply to the user.
It is easy to use and gives an edge over other contact options like email or phone. A user can easily ask for the info they are looking for. The agent can also smoothly reply to the client's queries.
This method provides suitable and natural contact due to human dealings. Hence, the individual agent can provide more personalized replies to the customer. It will help to improve customer satisfaction as well.
A messaging application is a chat platform. It is used to send messages from one user to another. The total number of users using different messaging applications is more than 5 billion.
Some popular messaging applications are WhatsApp, Messenger, WeChat, Snapchat and Telegram. These applications now support business communication as well. Here, a business can use the large audience of these messaging platforms for contact for sales.
Messaging platforms like WhatsApp and Messenger provide options where an agent or chatbot can respond to client questions. Businesses use them to receive orders and to provide updates as well.
A chatbot is software which is AI-powered and can respond to client queries. It acts as a virtual assistant for the business. A chatbot allows one to answer frequent questions with multi-select options as well.
A chatbot can reduce the cost significantly as compared to human agents. It can handle client queries at a large scale and can respond efficiently to them.
A business can use chatbots on direct chats and different messaging platforms. It helps to increase the reach on other channels.
A Voice assistant is a type of software that allows asking queries via voice commands. And it can respond to the user in different forms like a message, sound or action.
There are several voice assistants available. The popular ones are Alexa, Siri and Google Assistant. These assistants have your personal data. And it allows to provide more personal and preferential results.
A voice assistant can be integrated with a website and can respond to different user queries. Queries like product information, order status, product search etc. can be handled efficiently.
Benefits of Conversational Commerce
Responding to customer queries on time and providing personalized suggestions will reduce the cart's abundance.
By using a chatbot over the direct channel and messaging platforms the operating cost will reduce.
A chatbot will be available round the clock and reply to client queries instantly.
Enforcing a chatbot to have personalized activity data can provide more accurate advice.
A chatbot can easily handle multiple queries of customers at the same time in an efficient manner.
A response to the client queries helps to improve the sales conversion. It will help to increase customer satisfaction as well.
Conversational commerce can be added to multiple contact points. Like on the website, IVR, message platforms and over social media.
Messaging platforms like WhatsApp, Messenger, and WeChat allow sending updates to the customers.
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