The Chat Factor: What Businesses Need to Know About Conversational Commerce

On 09.12.2016, by


In the current advanced information age, nearly everybody wants to do all the transactions with modern technological tools and devices such as tablets and smartphones. This has resulted in the coming up of Conversational Commerce in business. Huge businesses, as well as small startups, are using Conversational Commerce more and more.

Businesses and customers are connecting as well as chatting with each other via the messaging apps. Through the automated talking bots, the clients can just use text commands to purchase the goods no matter where they are. Everything to do with purchasing has been enhanced to the extent of prompt delivery. This type of commerce simplified transactions and increased the speed of purchasing.

Are there any other benefits?

Is this effect going to be long lasting?

In our discussion, we are going to dwell upon what is Conversational Commerce and its importance to the business.
social messaging

What is Conversational Commerce?

Conversational Commerce is a mechanism that intersects shopping and the various messaging apps such as WhatsApp, WeChat, Talk and Facebook Messenger allowing for communication in different forms i.e. conversation.

It gives the business a perfect opportunity of interacting and talking with not only the customers but also other businesses. Numerous things can be done through Facebook Messenger: get an Uber or shop for clothing while staying in Messenger. This means that Facebook is also focusing on Conversational Commerce. It is no surprise.

Google, on the other hand, has released a main Facebook Messenger competitor – Allo. This mobile app was created for instant messaging as the intuitive system can help you replying without actual need to type anything. A couple of taps will do. There is also a built-in Google assistant, which has access to the search engine, helps you to find any information needed. You can chat with the assistant and place various orders. This application uses all the Google services and helps you to use them while messaging.

A good example of Conversational Commerce currently in use by many online businesses include Amazon’s Echo product, which connects with entities through voice commands. It reduces the steps required in purchasing, as the consumers just have to talk to a bot. With the help of Alexa (device’s name), you can have access to the full Amazon catalog, your purchase history, and you can place new orders. Even more so, you can place orders for other products from different resources. This in a way shortens the distance between the businesses and customers. 

Using Messaging Apps for Ordering and Delivering Goods and Services

The messaging apps are the ones attributed to conversational commerce. Due to this fact, many businesses are currently integrating some of these apps for fast and efficient delivery of goods and services as and when required. Others are collaborating with messaging firms. On the other hand, the customers do not have to struggle to gather information from websites and search engines before making purchases since every detail regarding products is also available. The customers can even compare the prices and quality before purchasing. The reviews provided have proven useful to many customers especially in making decisions whether to buy or not. 

Conversational Commerce through artificial intelligence (Evie) has triggered high rate of consumer satisfaction as compared with other commerce means such as emails and calling for purchasing via the phone. Customers never have to waste their time, not the time of the business owners (entrepreneurs) in making calls or writing emails that may take months before they get a reply. They get immediate responses via what we can refer to live chat. While using Conversational Commerce alongside with app messengers, customers take just a single step of starting live chatting process before going ahead to place an order. 

best customer support

Better Customer Support

Customers/clients can hold talks with firm representatives for customer support and inquiry. They can also receive reviews and recommendations regarding certain products before clicking purchase in the messaging app through talking to a bot or chatting. This is important to businesses for increasing sales and creating customers’ loyalty. It also saves workforce. 

With Conversational Commerce, businesses are in a position of automating their services to reduce transportation and handling costs and ensure first delivery. They should use chatbots that enable them to automate customer messages service.

With the chatbots, customers can buy their goods and services without the need of leaving a particular messaging app they are currently using. Businesses after incorporating this strategy can send order confirmations as well as delivery notifications after the customers place an order. It is also through chatbots that business has an opportunity of addressing some of the clients’ issues regarding services through immediate response and interaction.

Better Conversion Rates

A chat has become a crucial aspect of turning a visitor into a customer. Whenever a user is simply browsing the net – going to some commercial website, a chat box pops up with a chatbot or a business representative to communicate with a visitor. Of course, it depends on a visitor but most can be easily dragged into a conversation. This dialog aims at researching and understanding your needs and at your buying a certain product. The most important mission such chats have is to be helpful to any type of visitor, sell the goods, and turn visitors into loyal customers. Another indirect goal of chats is to give as much information as possible about the business itself, services it provides, and the product it delivers. It is a very effective and productive marketing strategy.

The messaging applications create private conversation lines between entities and clients. This helps the businesses in addressing consumers’ negative concerns and grievances privately primarily by use of friendly and polite girls. By this, firms reduce negative publicity that can damage their image and reputation. Besides, in the context of business to consumers’ conversations, firms can do up-selling and cross-selling with the aid of recommending goods that suit their customers’ needs. This is one way of increasing sales. 


Fast and Easy Payments Through Messaging Apps

Businesses, at this point, are concentrated on how payments can be made with using conventional commerce. As one of the incredible business method, Conversational Commerce also incorporates payment mechanisms. For example, Snapchat’s Snapcash allows for peer-to-peer payments.

With simple two-three clicks, you can send cash from your debit card to any of your friends and they can do the same. The only condition is to have Snapchat’s Snapcash. In addition, various messaging apps such as Snapchat and Facebook Messenger among many others have recently been experimenting whether chat can make payments.

Businesses can now receive payments through the apps either before or after delivery of goods. Customers do not have to leave the conversation to make payments. Conversational Commerce has a goal of making business faster and more efficient. The fast lives we lead demand fast decisions and fast purchasing. Technology develops to satisfy those needs.

About the Author

Lisa Griffin is a blogger and freelance writer for Edubirdie. Her priority values are hardworking and creativity.

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