Conversational Commerce is e-business done through various mediums of interaction and with technologies like: web 2.0, audio streaming, video streaming, speech recognition and natural language processing. In simple terms it is the process of engaging in verbal interaction through an interface which allows users to exchange information in a way that is natural to the dialogue. This can be done without the aid of any hardware devices, webcams or any other software programs that are generally associated with complex business ventures.
The biggest advantage of Conversational Commerce is that it helps you connect with your customers in a more personal manner, as they tend to be much more interested in getting their questions answered. For instance when a person is purchasing something off of the internet, they do not care whether the product they purchase is of good quality or not. They just want an answer to their question, sometimes they need a lot of information before making a decision, which is where you come in. A conversational commerce web site allows you to satisfy their need for immediate answers and also provides them with the ability to communicate with someone they can understand easily and can share their thoughts with.
The journey to successful ecommerce is filled with both successes and challenges. One of the most challenging parts to this new industry is to gain consumer trust and confidence in the system you have created so that consumers can engage on a deeper level with your company. When you use conversational commerce as a tool to create the human element to your system, it allows for greater consumer understanding and trust, which in turn creates a stronger relationship with your customers. Another significant challenge faced by many companies in this industry is to find ways in which consumers can purchase items they feel are of high value but that are not necessarily in their budget. By implementing this new method of ecommerce you will find that the ability to provide a service or item of value at a very affordable price while maintaining strong financial backing is much easier.
With more companies are shifting to a more generic style of commerce, such as Google Shopping, this is becoming even more important. Consumers have become desensitized to the different styles of website they encounter every day, and even though generic websites can sometimes have a nice visual appearance, they lack the personalized and personal approach that makes brands stand out from the crowd. Branding is everything when it comes to creating consumer awareness, and conversational commerce allows consumers to feel more connected to and involved with the brands they do know. They can share reviews about the brands they love, stories about their experiences with the brand, and even connect to social media accounts on the company’s page.
Chat Bots – Another challenge for many companies in the field of conversational commerce includes the ability to reach out to consumers in a natural and friendly way. Chat Bots, as they are called, are an artificially intelligent system which enables users to interact with one another using natural language and typed responses. Many consumers have expressed frustration with being sold a product by an automated salesperson, which leads many companies to include chat Bots as a part of their customer support system. Chat Bots also provide consumers with the chance to ask questions or share stories with fellow consumers which increases the credibility of a brand and its products.
Social Media – The growth of social media has provided consumers with a new venue in which they can voice their opinions, reveal their secrets, and discuss their frustrations with other shoppers. Customers love to interact with others and brands are recognizing this, especially because they can do it on the internet, in real-time, for one thing. This gives shoppers the opportunity to voice their concerns and put a face to people they don’t necessarily know. This creates a greater sense of trust and accountability in the eyes of consumers and can lead to increased sales and a better customer experience overall.
Branding – The most powerful force in customer journey building is definitely branding. In fact, it has been called the defining element in the success of any business venture. Consumers have a very short attention span and are looking for fast, easy solutions that will make their lives easier. Asking questions about a product, discussing design elements, and providing product recommendations all encourage customers to remember brands and spread the word about their experience with them.
Brands that have integrated conversational commerce solutions are seeing results in every facet of their business. They’re developing more customers, building brand loyalty, and enjoying a higher level of customer support because they’re taking the time to listen. They’re listening to their customers and acting accordingly. If you have an online shopping store or you’re considering building one, take some time to review your current customer support methods to see how you could improve them so that your customers feel more comfortable using them.