Conversational Commerce

Conversational commerce refers to using chatbots, messaging applications, and similar automation technologies that allow companies to interact with their clients more informally and naturally. This approach enables customers to engage in conversations with businesses, seek information, and make purchases without relying on conventional online or offline means.

The core principle of Conversational Commerce is to enable customers to reach out to your business through their preferred messaging platfor`m and complete their purchase without switching to a different channel. As every customer has their individual channel preference, it is imperative to have a presence on all significant messaging platforms. These include popular media such as WhatsApp, Telegram, Viber, RCS, Apple Business Chat, Facebook Messenger, WeChat, and SMS, which is especially useful in case of low internet connectivity.

The following are the four most commonly used types of conversational commerce:

• Chatbots

These are software applications using natural language processing and artificial intelligence to imitate customer conversations. They provide customer support, suggest products, and respond to inquiries.

• Voice commerce

This kind of conversational commerce enables clients to purchase goods and services through voice-activated services such as Google Home, Amazon Alexa, and Apple Siri.

• Social messaging apps

Social messaging applications like Facebook Messenger, WhatsApp, and WeChat are becoming increasingly popular on eCommerce platforms. Clients can use these channels to seek information, purchase, and obtain product recommendations.

• Text message marketing

This feature permits businesses to send SMS messages to customers. These messages can be utilized to promote products, discounts, and customer support.

To commence with conversational commerce, it is essential to consider the following tips:

• Select a platform

There are various options for chat platforms, such as WhatsApp, Facebook Messenger, and more. Choose a platform that aligns with your business model and is already used by your customers.

• Define your conversational commerce efforts

This entails determining the types of queries your chatbot will handle, the platforms it will operate on, and the language and style it will adopt. Establish how your chatbot will integrate with your comprehensive marketing and sales plan.

• Plan a conversational flow

Conversational flow is how your chatbot communicates when no human is present. Create a straightforward flow that satisfies your customers' requirements. Utilize a flow builder available in your conversational commerce software to outline your chatbot's inquiries and actions during every customer interaction.

• Train your chatbot

Using AI and machine learning to enhance the conversational skills of your chatbot. Add data regarding your products, services, and commonly asked questions about your enterprise.

• Test your conversational commerce solution works

Before releasing your chatbot, it's crucial to test it thoroughly to ensure its functionality. Determine the areas that require improvement, and guarantee that it delivers a favorable customer experience.