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What is Conversational Commerce?

Image displaying the text 'what is conversational commerce'

It’s undeniable that conversational commerce has become an integral part of the online world. But what exactly is conversational commerce, and why is it important to adopt?

Conversational commerce refers to e-commerce, technology, and the intersection between the two, allowing brands and their customers to connect in different ways either utilizing human or automated interactions. This innovative approach to online shopping leverages messaging and chat platforms to create seamless, personalized, and interactive shopping experiences. Companies are stepping far away from contact forms and offering instant connections, replicating the in-person experience online. With that in mind, let’s explore the key elements and features that conversational commerce includes.

Text Chat and Video Chat Widgets

If you’ve engaged in online shopping over the past few years (and let’s face it, you almost certainly have), you’ve likely encountered live text chat features on websites. These tools have been instrumental in assisting customers during their online journeys. However, in today’s evolving landscape, the concept of customer assistance is expanding with more companies and customers recognizing the immense value that video chat brings to the table. From product demonstrations to personalized consultations, video chat is fostering genuine human connections and revolutionizing the online experience. Vee24 offers cobrowsing technology within their text, video, and even chatbots. Cobrowsing provides agents with the ability to guide customers around the website, acting as a real-time shopping assistant that guides customers from the initial browsing stage all the way to the checkout process. 

Messaging Platforms

In the age of instant communication, the easiest way to connect with your customers is to meet them on the platforms they already use. Around 60% of the global population actively uses social media including apps like WhatsApp, Facebook Messenger, and SMS. Companies are harnessing the power of these messaging platforms to foster seamless conversations with their customers as well as reduce stress on customer service agents due to the apps’ asynchronous state. Brands are taking steps to utilize these platforms in order to create easy conversations with their customers and connect them via their favoured communication channel.  

Conversational AI Chatbots

Chatbots and AI have taken centre stage in the technological landscape and for a very good reason. Consumers appreciate technology that simplifies their lives and reduces friction in their daily interactions and chatbots are the technology to do exactly that. Moreover, chatbots offer businesses the potential to save costs and enhance efficiency. By automating FAQs and providing instant responses, they free human resources to focus on more complex inquiries. True conversational commerce will always give the customer the option to move to a live or asynchronous engagement when the customer needs the human touch.

Benefits of Conversational Commerce

Examples of Conversational Commerce to try

Conversational commerce is customer-centric and prioritizes easy communication. By embracing a combination of live messaging platforms and deploying conversational AI chatbots, businesses can create more meaningful connections with their customers and provide an experience that feels more personal, and more human. The key is to find the right balance of technology and human interaction that supports the customer’s journey with the right tool at the right time. As conversational commerce technologies and techniques grow, companies that embrace these technologies and understand them can gain a competitive advantage in the ever-evolving digital marketplace. 

Want to learn more about Conversational Commerce? Watch the in-depth video here