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Conversational Commerce

A chat can be helpful for simple advice on the product or for a product recommendation.

Many users who are looking for products and services on the Internet rely on customer service. Good accessibility of manufacturers and companies is really important. A chat is ideal for this, is available quickly and can quickly resolve questions and problems. This ranges from simple advice on the product to the possibility of a product recommendation.

A chat is available as a live chat with real-time communication or with the help of chatbots. Messaging services or apps are also used. It is clear that more and more companies are using voice-controlled technologies and users are using these services.

Conversational Commerce is part of e-commerce and aims to encourage users to buy through a non-binding conversation. Part of this concept is artificial intelligence (AI) and intelligent voice control. Correspondingly, companies use the necessary tools that allow a connection with potential customers. It is about the possibility of direct customer communication as a dialogue and as a question and answer process.

The commercial Internet is constantly evolving and e-commerce and the purchase of products is taking place not only on the PC, but increasingly also via mobile devices. Therefore social networks require daily activity by users and the tendency to use services and orders is strongly shifted to the online sector, conversational commerce remains an option for many companies. It saves time and effort, simply providing advice on purchasing decisions through AI and useful tools when searching for products, purchasing, booking or using services. Voice-controlled assistants and bots are not only meant to respond to the customer, but also improve their interaction through learning processes. Typical assistants are, for example, voice control from Google, Apple's Siri or Echo and Alexa from Amazon.


What are the benefits of Conversational Commerce?

Conversational Commerce enables better customer experiences and thus greater customer loyalty and customer satisfaction. At the same time, the productivity of your own employees can be increased and their workload is reduced. With the right choice of automation tools, the experience within the e-commerce process can be significantly optimized. In this regard, the trend is emerging that the automated dialogue method for customer interaction is becoming more extensive and voice- and text-controlled interfaces are becoming a habit.

With the integration of such technologies, companies are up to date and can also better control and oversee the results and successes. There has been an increase in platform and social media usage and the proliferation of apps with voice control.

The possibilities are versatile and range from buying advice to lead generation to sales increase to a reliable provision of shopping apps. For companies that want to interact with their customers at any time, it is therefore worth implementing AI and chatbot tools to promote and consolidate the customer relationship.

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