Question 1

What is conversational commerce?

Accepted Answer

Conversational commerce is a way for businesses to sell their products or services to customers by leveraging the power of human conversation. Instead of simply selling in a transactional, impersonal manner, conversational commerce seeks to sell by informing, persuading, convincing and helping via a low-friction communication medium.

Through conversational commerce, brands leverage various mediums such as chatbots, voice assistants and messaging platforms to understand a customer’s needs and create a personalized experience. Businesses can take customers on a two-way conversational journey through the purchasing process, helping them discover products, place orders, make payments, and even track orders – all over a familiar messaging interface. Conversational commerce also enables businesses to grow their business and improve customer satisfaction while optimizing operational costs.

Question 2

What are some examples and use cases of conversational commerce?

Accepted Answer

Conversation commerce aims to enhance customer experience by enabling customers to connect one-on-one with a brand whenever they need to. The examples and use cases of conversational commerce can be seen across the customer journey, i.e., marketing, sales and support. For example, if you are a D2C brand that wishes to increase its Return on Advertising spends on Instagram, running a click-to-chat ad can help you achieve it. Designed to invite customers to converse before making a purchase decision, these ads, when integrated with well-configured chatbots, can clear apprehensions and doubts of your prospects and nurture them towards conversion. This not only increases the ROI but also increases brand stickiness because of the personalized experience that it offers.

Similar experience and use cases can be developed for purchase and post-purchase customer journeys like product recommendations, order tracking, complaint resolution and etc.

Question 3

What are the benefits of conversational commerce?

Accepted Answer

Conversational commerce helps businesses to sell more. With Gupshup, businesses can also:

Develop “chatbot shopping” to expand their market reach
Build a direct digital connection with customers
Engage and respond to customers in moments that matter
Turn messaging into a sales channel
Create consultative and conversational online commerce experiences

Question 4

Why is conversational commerce better than mobile apps?

Accepted Answer

Mobile app-based commerce has been around for a while. However, millions of applications exist, and a user can download only a handful of them. As a result, businesses have limited success with a storefront on an app.

Also, app-based experiences don’t work very well for complex products or consultative sales where customers prefer to talk with the seller before completing a purchase or booking an appointment. Conversational commerce addresses these challenges by helping businesses connect with customers at every step of the journey in a personalized, dialogue-driven way via any messaging app.

Question 5

What are the benefits of a conversational commerce platform?

Accepted Answer

A conversational commerce platform like Gupshup simplifies creating the entire customer journey on one single, seamless messaging interface. Through this interface, businesses can guide prospects and lead them down the purchase funnel towards conversion, offer deals to new customers, and redress challenges for existing customers.

Thus, the conversational commerce platform provides a powerful means to boost sales, simplify transactions, and improve the commerce experience to retain customers and build loyalty. Plus, the platform supports AI-powered chatbots to help businesses scale customer interactions.

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