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Conversational Commerce Allows Stores to Connect with Customers Throughout Buying Journey

EMarketer estimated that in 2017, retail eCommerce sales worldwide increased by 24.8% over the previous year and reached $2.304 trillion. As well, eMarketer specialists predict that the eCommerce sales will exceed $4 trillion and the sector will experience a double-digit growth until 2020. When selling products that require delivery, use transactional messages to share tracking information and shipping updates. Perhaps you’d drip-feed additional information over the next few weeks.

Using conversational commerce tools like messaging apps or automated solutions you can also send order status updates, push notifications, sale updates to your customers. Whether it’s for the global pandemic or technological advancement, our shopping behavior has changed a lot. But along with the rise of eCommerce, retailers are facing challenges to personalize customers’ shopping experience.


It also reduces the number of steps involved in converting a prospect into loyal customers. Moreover, COVID-19 rises the demand for AI-based chatbots to stay connected and engage people with the brand. ECommerce retailers experienced a significant increase in the number of customers during lockdown time. And they would be bound to introduce the automated systems in terms of giving high-end customer support. This trend is now permanent as people get habituated with the services. The renowned shoe brand Nike introduces its AI chatbot during the launching of AirMax Day shoes.

Chatbots, messaging apps, and voice assistants are a few options you can consider starting with. When customers are looking for something but don’t have the patience to apply various filters, they can send a message to your AI chatbot about what they’re looking for. In response, your chatbot can send them a carousel of all the products that meet their requirements. Customers can also have the option to conveniently make a payment through the chatbot instead of being directed to a different page.

Benefits of Conversational Commerce

Assist eCommerce visitors and boost sales with an instant support tool. Anyone on your team can easily optimize your conversational AI code-free. Maximize your ROI with our experienced conversational success managers. Prototype, launch and optimize your chatbot with no internal engineering resources. The impact on COVID-19 on retail commerce and the growth of conversational ecommerce. Interactions with the customers become more interesting with the elements like videos, and images about the brand.

conversational ecommerce

Conventionally, an e-commerce site owner will provide request forms to learn customer preferences and develop products around that. However, a real conversation will help you know a customer’s pattern in the purchase decisions and resolve their pain points in an efficient way. Did you know that conversational sales are the current trend in e-commerce business growth? Brand visibility is essential to growing your e-commerce company organically in the industry and conversational sales will help you create a unique identity for your brand.

eCommerce Solutions, 1 Conversational Platform

It’s convenient and hassle-free for customers, and it provides ample opportunities for interaction and conversion for the brand. Conversational selling is outpacing conventional sales efforts and enhancing the buying processes in e-commerce. Many online business owners use conversational marketing as a magic tool to engage with their customers and understand their preferences. If you are not aware of conversational sales, this article focuses on effective sales conversations and the benefits of conversational sales.

conversational ecommerce

SuperOffice conducted a survey on 1,920 business professionals to know their number one priority for the next 5 years. And Customer experience came at the first position of priority beating product and pricing. The buyer’s guide to live video shopping solutionsGet everything you need to find the right live video shopping solution for your needs. Poppy’s decided to deploy the solution across their website and WhatsApp since a majority of their customers use WhatsApp.

ways to improve your E-commerce customer service

Since Clara provides instant responses, 24/7, in the customers’ own language, Blibli even managed to bring down their customer churn rate. People who come to your website aren’t coming there because they want to surf. The late 90s-early 2000s saw a shift- where the brand’s unique selling proposition was less about the product, and more focused on the service you’ll receive from the brand. We were beginning to see less door-to-door sales, and more sales happening either through phone calls, television, or at urban villages. Once the customer has decided on what product or service they are in need of, they will begin seeking information to determine which solution is best for them.

conversational ecommerce

By allowing users to share rich content formats like videos and gifs, they make for more natural, engaging conversations. According to PwC, shoppers are prepared to spend up to 16 percent more for products and services if it means they get to enjoy a great customer experience. Not only that, but they’ll be more loyal to the brand that delivers that experience. Conversational commerce allows consumers to engage with their preferred brands conveniently and achieve shopping goals. According to the digital experts, this marketing tactic will lead the way to increase eCommerce user engagement & experience, and revenue for the next few years. Lego uses a super-friendly chatbot named Ralph to offer highly personalized Lego gift suggestions.

Why Should Brands Opt for Conversational Commerce

A conversational design makes communication between a website and user through a chatbot possible, making the online shopping experience more personalized. People flick through the site, not sure whether they will find the item they are looking for or not. A conversational site, on the contrary, is more like a virtual shopping assistant. It offers personalized assistance and guides visitors toward their desired products. It collects every user touchpoint and feedback to develop custom-made offers.

  • Conversational marketing and commerce stand in contrast to one-way, one-to-many approaches to marketing that rely on assumptions about what customers want and push the same message to every individual.
  • Clara also helped in saving a lot of resources and time which was previously spent on customer care.
  • As stated above, AI chatbots learn from previous conversations and respond accordingly.
  • The rate of development & adoption of new technologies in recent decades is high in every industry, and it is going to continue in the coming future.
  • Using the traditional approach, you would make all of those website visitors fill out forms and then you’d sort them all out later — including the folks who were interested in talking to sales.
  • Conversational commerce diminishes the lines between brand and customers.

Instead of irrelevant recommendations, chatbots show what people are looking for when they surf your site. The latter enables a more personal approach rather than random advertising. With the bot they launched, Forkable is able to learn users’ tastes and further curate and deliver a different lunch each day.

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AI-powered chatbots can interact with consumers, capture important data and use it for further segmentation. As a result, prospects get more customized messages and personalized product recommendations. They need solutions that take previous data such as purchase details or previous conversations with the business into account and won’t make users repeat themselves while reaching out for help. Statista value of global online shopping orders and conversational commerce 3rd quarter 2017Smartphones accounted for 58% of retail website visits worldwide and generated 38% of e-retail shopping revenues. Chatbots are significantly important in relation to conversational commerce, but less important in the mobile payments space.

How do you implement conversational commerce?

  1. Add Chat or a Chatbot. Providing conversational platforms, like live chat or chatbots to your eCommerce site or in-app is a good start.
  2. Use onsite behavioural targeting.
  3. Integrate messaging apps.