Conversational commerce or conversational commerce is a modality of online commerce in which consumers can interact in real time with companies like yours through messaging apps, human chat apps, chatbots and voice assistants. The goal, therefore, is to generate stronger connections with consumers and complete more sales.
In other words, through conversational commerce, consumers can perform various actions without having to interact with the interface of an online store. For example, it is possible to request information about orders, make payments, view a product catalog and find out about delivery times, as well as ask questions in general, without having to leave the chat environment.
Meanwhile, companies like yours can use the chat environment to segment and communicate with consumer groups. Thus, it is possible to send push notifications, links and content to several consumers with common interests simultaneously. Plus, you can showcase products, send and receive payments, convert sales, and provide support.
WHY USE CONVERSATIONAL COMMERCE?
According to data from the Magellan Solutions blog , 91% of customers worldwide want real-time assistance. Up to 21% of these customers prefer this type of service because it allows them to multitask while receiving help from the representative or salesperson.
Furthermore, according to Facebook research cited by the VTEX blog , 66% of consumers are more confident in making a purchase when a company is active on messaging apps.
According to Zendesk , 89% of consumers report that a quick response to an initial inquiry is important when deciding which company to buy from. In this respect, chats and messaging apps provide much faster customer service than email and other communication methods.
Therefore, if you already have an e-commerce, it is very important to start integrating conversational service into it. But how to do it? That is the subject of the next topic. Keep reading and find out!
HOW TO USE CONVERSATIONAL TRADING IN YOUR STORE
There are several ways to integrate conversational commerce into your online store. The first is through chat apps like Omnichat , Jivochat , and Zendesk , for example. This allows consumers to chat with one of your sales representatives while browsing your sales pages.
It's also possible to use messaging apps like WhatsApp and Facebook Messenger, among others, with the same effect. Furthermore, video chat can be implemented , providing a much more comprehensive service, since in addition to hearing, customers can see the salespeople and view product demonstrations.
Throughout the pages of your e-commerce you can include links so that consumers can access the chats. The most common, however, is to insert a floating chat box that can be visible on all pages of your online store. So, every time they want to talk to a salesperson, consumers just need to go to the cashier.
To receive payments for your sales via chat, use digital wallets and payment apps such as Samsung Pay, Apple Pay and PayPal, for example. You can also work with bank slips, account deposits and PIX.
Anyway, start testing conversational commerce. Maintain a closer relationship with consumers. Offer a better customer service experience and make more sales!
As soon as you can, click on “ E-commerce chat ” and learn how to win over those who appreciate personalized customer service!
