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When the concept of Conversational Commerce (in Spanish, “Conversational Commerce”), it was said to be”The future of eCommerce”. Today it is part of the daily lives of thousands of users who seek the help of virtual assistants to make their online purchases. This trend has grown together with the boom in non-face-to-face purchases during the pandemic, and that is why more and more companies are incorporating it into their digital sales strategy.
WHAT IS CONVERSATIONAL COMMERCE?Conversational commerce uses text or voice interfaces to allow users to discover and search for products or services, through dialogue. - Gartner
How can Conversational Commerce help you boost your sales? We'll show you 4 proven benefits of including intelligent chatbots on eCommerce sites
1) More agility in the shopping experience
By including a chatbot on the eCommerce site, the user can find what they are looking for much faster and without having to browse the entire inventory of the site. Many eCommerce stores have good search engines or filter and category systems to help the user, but even so, the shopping experience through conversation is much more agile and convenient.
In addition to helping you choose items, the chatbot guides the user through the payment process and the coordination of shipping. The customer can make any type of support query from the same interface (something that, over the phone, would surely involve calling different service areas).
A big advantage is that when the ecommerce chatbot is integrated with the CRM, The conversation information is recorded in the customer's profile. If he asks a question again, the bot already has his data and can provide much more efficient assistance. Which brings us to the second point...
2) More personalization and loyalty
La artificial intelligence not only does it allow the bot to automate attention and understand the natural language of users. It also processes customer data and analyzes their buying behavior for provide truly customer-centric support.
We all like to go to a store and have the seller who knows us so well recommend the perfect design, color or size without us having to indicate it. That's what Conversational Commerce does. And we know that a customer who feels special has a high chance of coming back and recommending your brand.
3) More conversions
Another advantage of Conversational Commerce is that it immediately processes leads when they are most interested in buying. This increases on-site conversions. But in addition the customer's life cycle is valued through effective actions of Cross-selling, since the bot can recommend specific products related to the purchase. Loyalty begins during the sale itself.
In turn, the data that the bot collects in each interaction can be used for future marketing campaigns, which are much more effective and personalized. You can even configure outgoing messages in other messaging apps (such as WhatsApp or SMS) to let the customer know that they have entered a new product of interest to them.
4) Lower operating costs
For commerce to be conversational, there doesn't necessarily have to be a bot. There are many online stores that have agents via chat for possible inquiries. However, the investment required to have a team of agents available 24/7 is high, especially considering that the type of consultation is often repeated.
The eCommerce chatbot makes the operation profitable by automating a large part of the service. This allows sales representatives to focus on more complex products or services that do or do require human advice.
Are you interested in applying Conversational Commerce in your business?
InConcert develops specially trained intelligent bots integrated into e-commerce sites. We want our customers to be able to embrace this trend, increase their sales and build customer loyalty through differential experiences in the buying journey.
Learn more about what's coming In this interview with Mauricio Lázaro, AI Applications Manager and inConcert.
