Revamping eCommerce: The Power of Conversational Commerce in 2024

Revamping eCommerce: The Power of Conversational Commerce in 2024

As the eCommerce landscape continues to evolve, brands are constantly looking for new ways to stand out in the crowded online market. One of the most promising trends that is set to reshape the eCommerce industry in the coming years is conversational commerce. In this article, we’ll explore the power of conversational commerce, why brands should consider adopting it, and the various types and use cases of conversational commerce that can drive growth and enhance the customer experience.

What is Conversational Commerce

Conversational commerce refers to the intersection of messaging apps and shopping. It involves the use of messaging, chatbots, and other forms of communication to facilitate online shopping and customer service. This approach allows brands to engage with customers in a more personalized and interactive way, ultimately leading to better customer satisfaction and increased sales.

Why Should Brands Opt for Conversational Commerce

There are several compelling reasons for brands to embrace conversational commerce. Firstly, it allows for real-time engagement with customers, providing them with instant assistance and support. Additionally, conversational commerce can help brands gather valuable insights about customer preferences and behavior, which can be used to tailor marketing strategies and improve product offerings.

Types of Conversational Commerce Brands Can Utilize in 2022

Messaging Platforms

Messaging platforms such as Facebook Messenger, WhatsApp, and WeChat offer a direct line of communication between brands and customers, allowing for seamless interactions and transactions.

Live Chat

Live chat on a brand’s website enables real-time conversations with customers, addressing their queries and providing assistance during the purchasing process.

Chatbot

Chatbots are AI-powered tools that can handle customer inquiries, guide them through the shopping process, and provide personalized recommendations, all without human intervention.

Email

Email remains a powerful tool for conversational commerce, allowing brands to send personalized messages and promotions to their customers based on their browsing and purchasing behavior.

Voice Assistants

Voice-activated devices such as Amazon Echo and Google Home are increasingly being used for shopping, allowing customers to place orders and get product information using voice commands.

5 Conversational Commerce Use Cases You Can Utilize

1. Help Finding Products with Recommendation

Using conversational commerce, brands can offer personalized product recommendations based on customer preferences and previous purchase history.

2. Share Information Regarding Shop Location

Customers can easily find store locations and get directions through messaging apps or chatbots, enhancing the offline shopping experience.

3. Order Updates Through Communication Channels

Brands can keep customers informed about their order status and provide shipping updates through seamless communication channels.

4. Establish Cross-channel Communication

Conversational commerce enables brands to maintain consistent communication with customers across various channels, creating a cohesive and personalized experience.

5. Ensure Smooth Shipping and Further Support

Customers can easily inquire about shipping details and receive additional support through messaging platforms, ensuring a smooth post-purchase experience.

A Real-life Conversational Commerce Case Study: Purvankara Minimizes Redundant Queries for Sales Team by 70%

Purvankara, a leading real estate developer, implemented a chatbot on their website to handle customer inquiries. As a result, they were able to reduce redundant queries for their sales team by 70%, freeing up valuable resources and improving customer satisfaction.

Conversational Commerce Examples of Popular Brands

Lego

Lego leverages Facebook Messenger to engage with customers, allowing them to browse and purchase products directly within the messaging app.

Starbucks

Starbucks uses its mobile app to enable customers to place orders and make payments through chat-based interactions, enhancing the convenience of their coffee purchasing experience.

Nike

Nike’s chatbot provides personalized product recommendations and allows customers to make purchases directly within the conversation, simplifying the shopping process.

Surprising Growth of Conversational AI Market in Recent Years

The conversational AI market has experienced remarkable growth, with more and more brands recognizing the value of AI-powered communication tools. This trend is expected to continue as businesses seek to enhance customer engagement and streamline the shopping experience.

Conversational Commerce: Looking Ahead

As we look towards 2024, conversational commerce is poised to become even more integral to the eCommerce landscape. Brands that embrace this trend will have the opportunity to create more meaningful connections with their customers and drive growth through personalized, interactive experiences.

Conversation Commerce Helps You Overcome Future eCommerce Challenges

By harnessing the power of conversational commerce, brands can address the challenges of an evolving eCommerce landscape, including rising customer expectations, increasing competition, and the need for seamless omnichannel experiences. Conversational commerce presents a compelling opportunity for brands to differentiate themselves and thrive in the ever-changing world of online retail.