Why Is Conversational Commerce So Popular?

Conversational commerce provides a personalized, convenient and efficient way for customers to interact with businesses. Removing the need for so much human interaction when it comes to customer support, conversational commerce leads to boosted profits and increased customer satisfaction. Conversational commerce uses messaging platforms and AI technology to meet customers where they are.

Let’s take a look at some more reasons why conversational commerce is so popular.

Streamlining Shopping Experience

Conversational commerce creates a seamless shopping experience, where customers can ask questions in the language they prefer and get results. Through this they can access recommendations and complete purchases through messaging apps and chatbots.

On top of this, the fact that shoppers can speak to the conversational commerce at any time is a major win. This means that even if customers are shopping in the middle of the night, they can have their queries answered. 

Reduced Cart Abandonment

Conversational commerce provides immediate assistance to customers when they need it. This means that customers' concerns aren’t left for longer times, leading to reduced customer satisfaction. Furthermore, if there are queries that are delaying the purchase of items, conversational commerce will address these queries meaning that sales can take place. This reduces cart abandonment.

If there are any questions about the checkout process, conversational commerce can guide them through the buying process until they have made their purchase. Customers are even able to make purchases through the AI chatbot platforms themselves.

This means that for customers who find websites (on mobile or browser) confusing, they can complete purchases through conversation. This increases accessibility and will allow your brand to cater to different types of customers.

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Personalization

AI-chatbots can use customer data and preferences to offer personalized recommendations and suggestions. This is as close to having an in-store assistant as possible online. If the customers feel valued in this way, they are likely to want to spend money on your brand. Personalized experiences go a long way in the eCommerce world. This leads to higher sales.

Reduced Costs

Because chatbots can handle a range of queries, this means that the need for human customer service representatives is decreased. Chatbots can handle a whole range of customer inquiries, such as:

• New products

• Inventory questions

• Delivery queries

• Return methods

• Order status

All of these are simple questions that can be answered immediately by AI. This means that humans will be left to solve more complex queries. Freeing up the time spent on these simple questions means that there will be reduced operational costs in terms of hiring customer service representatives.



Data Insights

Another reason why conversational commerce is so popular is because of the data-driven insights it offers. The valuable data that is offered is of great use to an eCommerce business in terms of growing or scaling a business.

Conversational interactions provide data on key points such as:

• Customer preferences

• Behavior

• Pain points

These can then be used to refine products and services, and improve the business moving forward. This data can also be used to train your AI chatbot for future performance enhancement.

Conclusion

As we can see, there are many reasons why conversational commerce is so popular. It has benefits for both the customer, in terms of improved online experience and seamless journey. As well as personalization benefits that create a more human-centered experience. And also the merchant, as they will see sales improve and gather data insights to benefit their business moving forward.

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