08 Nov Exploring the Types Of Conversational Commerce
Conversational commerce is the next logical step in the evolution of business communication. It’s a trend that many feel will have an even bigger impact than mobile payments.
The main goal of conversational commerce is to assist customers by making them feel like they are special – like individuals. Guiding consumers through queries and resolving issues seamlessly are where conversational commerce shines, while at the same time offering account support, highlighting offers, or assisting with the buying process.
We’re exploring some of the ways different types of conversational commerce are being used today and what they mean for retailers who want to stay ahead of the curve.
What is Conversational Commerce?
Conversational commerce is a way of doing business that utilizes chatbots or simple two-way conversational technology to connect with customers. It provides a new way for customers to interact with brands and for brands to provide customer service.
Conversational commerce can be used in a variety of ways, from ordering food from your favourite restaurant or purchasing clothes from an online retailer all the way up to buying and selling stocks through an investment platform. In fact, there are many different types of conversational commerce:
- Ordering products/services – this is where you order something or make requests through text messaging or voice commands.
- Chatting with businesses – this is when businesses use chatbots as digital assistants who answer questions about their products or services.
- Giving feedback – this involves sending messages back and forth between consumers and businesses.
In-App Chatbots and Conversational UI
In-app chatbots are a great way to increase customer engagement and improve customer experience. They can be used to help customers find products, place orders and get support. Chatbots are also very useful in providing a personalised shopping experience.
Social chatbots are used to connect with your customers on social media platforms. They’re a great way to engage with your customers, but they can also be used to sell products and services.
Social chatbots can be used for customer service, marketing and sales. In fact, some brands have reported a 15% increase in engagement when they use conversational commerce technology on social media platforms like Facebook Messenger or Twitter DMs (direct messages).
Voice bots are a new way to interact with technology. They allow people who aren’t comfortable with technology to command their devices by speaking rather than typing or clicking. The most obvious example is Amazon’s Alexa, (and its many competitors), which enables users to control lights, music and other functions by voice alone.
But voice bots have far more potential than just allowing you to turn off the lights. They can help you book flights or hotels; they could also recommend things like restaurants based on your location and let you pay for your meal without having to use cash or credit cards (or even open an app). Voice bots could even be used as concierges in hotels where guests could ask questions like “Where is my room?”
Bulk SMS is a form of conversational commerce that lets you communicate with your customers via text message.
SMS-based communication between customers and businesses has many advantages when compared to other forms of marketing. The average open rate on SMS is around 90%, which means that almost every person who receives a message from you will open it. This also means that you have a great chance of delivering your message to your customers and getting them to respond to it.
Since bulk SMS can be sent to multiple users at once, it’s a great tool for businesses of all sizes. This can be used in a variety of ways—from communicating with customers, employees, and suppliers. You might use this functionality when you want to:
- Send an important announcement or alert to all employees at once
- Send out a survey to your customers, asking them how they feel about your product
- Alert suppliers that their products have arrived so they can make sure they get delivered as soon as possible
A business can send thousands of messages at once using the bulk SMS service. The ability to send messages in bulk also helps businesses in reaching out to customers in multiple countries, adjusted according to their time zone.
Additionally, bulk SMS can help you re-engage your customers and communicate offers, new products, services and feature upgrades. The key here is that SMS communication requires no additional effort, app installs or bespoke software on the part of your customer.
Keeping the Conversation Flowing
The future of conversational commerce is bright. With artificial intelligence continuing to improve and more companies jumping on board, we’ll soon see a level of engagement that goes beyond simple conversation.
The possibilities are endless, and there have already been some great examples of what can be done with this technology. But even if you don’t have access to cutting-edge tech, it’s still possible for your business to stay connected with customers in a new way that feels natural and personal – all without having to make any major changes.
By leveraging platforms that support easy two-way conversations, businesses of all sizes can enjoy the benefits of conversational commerce.