It’s interesting to see how much commerce and the way businesses engage with their customers have evolved over the years. From marketing to sales to customer support, every function and platform has turned conversational. There’s more personalization and customization to aspects where customer interactions are involved. One of the major elements in these conversational experiences of a customer journey is Conversational Commerce.
What is Conversational Commerce?
Conversational commerce is a form of e-commerce wherein businesses and customers interact on digital platforms with the help of AI-powered assistants. This helps businesses create more direct engagements and indirectly generate more revenue by taking customers on a conversational journey through the purchasing and sales processes. Customers can easily discover products, place orders, pay for the orders and track these orders on one messaging interface.
Not too long ago, restaurants were about intimate, social settings where people connected with each other and with staff.
But now, “contactless dining” has become a regular occurrence, allowing diners to still enjoy a dine-out experience, albeit with little or no human interaction. Despite the pandemic, people do want to eat at restaurants, or order takeaways to eat in the comfort of their own homes. However, they want the experience to be as contactless as possible.
With the ongoing pandemic, shopping trends of customers have changed tremendously. Preference for social distancing and contactless shopping is increasing. People are increasingly turning towards online stores offering their favorite brands, instead of heading to their nearest shopping malls. To keep this buzzing crowd of shoppers happy and to make their online shopping experience better than the instore one, retailers need to find a way to connect directly with the customers by taking their stores online.
Smart Messaging for Smart Retail
With the Gupshup conversational messaging platform, experience contactless shopping, conversational commerce and smart messaging, where everything from the online ordering to payment to home delivery is taken care of. More than survival it’s about giving a tough fight to bigger brands that are eating into existing business. By integrating smart messaging into their current order management systems, retailers can now operate their business in lockdown easily. Retailers can implement a contactless shopping experience which is visually appealing as well as a better user experience.
The summers are here and that means a few things. The weather is warm, and famous brands are offering a lot of discounts on their new line of summer wear! But instead of stepping into stores, more and more people are heading towards retail apps for their shopping needs. The world of shopping has seen a marginal shift to the digitized platform and the pandemic has further added to the cause.
Online shopping has evolved significantly over the years – first with the Internet, then mobile apps and now with the rise of conversational AI technology in retail and e-commerce.
Customers’ expectations of how they should be able to interact with retailers has changed significantly over the last few years. Speed and convenience are driving the consumer agenda today, when it comes to shopping.
For every industry, staying ahead of the most recent trends is the only way to survive, excel, and thrive in this fast-paced, hyper digital world. An important point for businesses always is to understand how to better interact with the customers, which is why having a strong strategy is necessary to navigate through changing times. The emerging approach hence for eCommerce retailers, and startups around the world is conversational commerce.
Pre-Sales and Corporate Marketing | gupshup.io
Feb 8, 2017
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