The idea behind conversational commerce has been around for quite some time. More recently, the application of this concept in business has grown considerably due to the increase of online competition and new technologies that have affected marketing and sales. With a business becomes more global and requiring more cross-selling opportunities, businesses have needed ways to remain competitive. By using new tools such as web and mobile technologies, businesses have been able to remain competitive by communicating with customers on a more personalized basis.
Conversational commerce can be broken down into two main categories: social media and voice interaction. Social media is comprised of websites like Facebook, Twitter, LinkedIn, FourSquare, and many others that allow users to create and share their experiences. These websites allow consumers to connect and share information with people around the world. As a result, the scope of conversational commerce has expanded into new areas including video and mobile commerce.
In today’s business world consumers expect to encounter convenient and informative sales, customer service and satisfaction. In order to engage a consumer and keep them engaged, businesses must provide them with easy to use tools and convenience. In this way they are less likely to abandon your site and move onto another without experiencing any form of frustration or inconvenience. This can be accomplished through convenience and informative content through social media and voice interaction through mobile devices. A simple example of social media in the business setting would be providing in depth product information, up-to-date news and reviews, and customer support twenty-four hours a day, seven days a week through Facebook, Twitter, and other social media sites.
In the e-commerce industry, the scope of conversational commerce has also expanded into the realm of brick-and-mortar business outlets. Many companies that offer a particular service or product will have an online presence that allows consumers to purchase these items right from their home or office. In the past, consumers traveled to stores to make purchases and this was very time consuming. Now, a consumer can simply go online and purchase items from the comfort of their own home.
The chat bots of the future will allow for a seamless transition between online and brick-and-mortar business. Bots will integrate with existing e-commerce systems and allow consumers to make purchases right from the comfort of their office. They may also be equipped to perform tasks such as shopping cart functionality and provide links to similar brands on the chatbot webpages. This will eliminate many of the hassles associated with buying products from different websites and will provide more convenient shopping for consumers.
Consumer preferences change frequently and what is considered a top brand today might not be in demand tomorrow. In this case, conversational commerce strategies must adapt and change along with the times. This is a good thing because it allows brands the opportunity to re-position themselves for the marketplace. Consumers are always looking for the next best product and chat bots that interface with the Internet will provide the convenience to shop from anywhere they are.
Chat bots will also incorporate customer service. One of the biggest complaints consumers have today is poor customer service. When they are looking for answers, they expect the company they’re purchasing from to provide them with quality service. If brands take the initiative to integrate conversational commerce into their website, they will eliminate the need to provide consumers with poor customer service by themselves. When consumers have the confidence that a brand can support them when they have questions or need assistance, they are much more likely to purchase the product or service. This allows brands to focus on developing great customer service instead of providing poor quality services for their customers.
There are many benefits to integrating conversational commerce into e-business and the growth of that technology is only one of them. While it may seem like a complicated feature for physical stores to accommodate, it actually provides many advantages for brands that want to tap into the Internet marketplace. Chat bots allow customers to interact with brands, increasing the likelihood that a purchase will be made. If physical stores don’t want to try out this new business model, other types of businesses should consider it because it has so many positive benefits.