In our fast-paced world today, staying ahead of the latest trends is the best way to survive, excel, and thrive in any field. The way we engage with our customers is a constant focus for organizations. The way we all handle things has evolved tremendously throughout the years.
Marketers today must be omnipresent, which is why a robust omnichannel strategy is essential for navigating changing times. Conversational commerce is a new method that is sweeping Silicon Valley, E-commerce businesses, and startups all over the world.
According to a recent study, in addition to instrumental aims, online buyers are increasingly driven by a desire for social engagement. In an E-commerce or E-business environment, web vendors can provide numerous channels for clients to communicate live with their sales reps via the Internet thanks to advancements in technology and high Internet speed. The increasing use of these online sales reps on websites demonstrates how critical it is to provide excellent customer service.
Excellent E-commerce customer engagement is not only beneficial to a business, but it is also necessary for client retention. Customers’ expectations for greater CX are rising as they become more reliant on online shopping, which is why eCommerce customer engagement is so important today. Customer experience is cited by 73 percent of respondents as an essential influence in their purchasing decisions.
Moreover, in a society where there is an excess of options, the standard of quality should be measured in terms of customer happiness where customer satisfaction is now the more frequent the outcome of customer engagement.
Whether you’ve just started an eCommerce business or have been doing so for years, you may want to examine the quality of your client engagement and eCommerce enhancement methods. Chat commerce is a fantastic customer engagement tactic for E-commerce businesses.
The Impact of Chat Commerce on the E-Commerce Industry
If you’re not familiar with the word, think of chat commerce as the simple act of making a purchase, getting a service, or requesting support using your favorite chat software on your mobile phone. You merely send a message to inquire about a bill, investigate a product or service, or make a purchase.
Chat commerce via the use of live customer support chat (traditional) or via the use of chatbot (modernized with the use of robotic technology) represents a new deployment of customer service in E-commerce websites.
It’s important to realize, though, that chat commerce is just one sort of conversational commerce, and it’s far more than a chatbot or a live chat experience. It covers the entire shopping experience, including finding products, placing orders, paying for them, tracking delivery, interacting with a live representative, resolving issues, and leaving feedback. Therefore, to fully realize the promise of commerce in chat, the IT stack must enable the complete customer experience lifecycle. Chat commerce isn’t just about artificial intelligence, business process automation, or payments; it’s also about the ability to put a brand right next to a customer’s family and friends in their address book, and serve them the way commerce was meant to be served — simply, spontaneously, and at any moment.
Chat commerce allows online agents to respond to consumer queries, complaints, and concerns in real-time through a live chat session on a company’s website, bypassing traditional e-mail and web forms.
Chatbots will be one of the most prominent digital marketing ideas in 2021. It’s for communicating with customers in writing or over the phone. Chatbots can be used by businesses to engage with customers. Since an E-commerce website receives a huge number of visitors all at once, technology that can respond to hundreds of users at once is desirable. Customer support is available 24 hours a day, seven days a week, and rapid responses to enquiries and basic questions are all advantages of using chatbots. To communicate with businesses or brands, research has shown that 63 percent of respondents prefer messaging on chatbots. This virtual help provides outstanding customer service, allowing a corporation to focus on more vital activities by eliminating repetitive tasks.
Starbucks has launched a chatbot that works through the MyBarista app and allows you to order via Amazon Alexa or SMS. The chatbot not only allows customers to stay in the comfort of their own homes until their coffee is ready, but it also allows consumers to pay and tip. Google’s recently unveiled project LaMDA is another fantastic example of chatbot systems. It will completely transform the next generation of chatbot systems.
In recent years, the use of chat commerce, live customer service chat, and chatbots have increased considerably. Chat commerce is seen as a cost-effective technique to increase social engagement while reducing purchasing risk. It’s also seen to be a smart way to reply to customer questions and customize the buying experience. There’s also proof that this customer service solution, i.e., chat commerce, improves the online purchasing experience, lowers perceived purchase risk, and lowers transaction abandonment rates. Dealerships have reported that integrating chat commerce on the first day of using live chat led to the rise in purchase request generation from the dealer’s website dramatically.
Remember, customers bring about revenue and staff is the one who makes the experience happen. Reduce customer friction and empower staff to improve customer happiness. Providing great interactions — every time — is critical to developing meaningful client relationships that last. These should be simple and lead to trust-building moments of truth where your customers locate what they’re looking for and are able to complete tasks.
A good experience is defined by speed, convenience, consistency, friendliness, and, of course, personal touch. All of this is feasible with chat commerce, which is critical for any E-commerce organization.
Chat Commerce as an Element of Customer Experience
Chat commerce is an element of the consumer experience, from checking account status to ordering a product, tracking a parcel in the mail or my orders, enquiring about inventories, and making a payment. Furthermore, once a consumer gets the information they require and the customer experience and engagement have allowed them to establish confidence, it has been shown that they frequently convert to also conducting the transaction through the same channel. In other words, the same experience that we anticipate in a store may be staged through their preferred chat channel.
Although payments through chat can frequently bring the chat commerce experience to a close, it’s also true that most first-chat interactions do not result in a transaction. As a result, you should begin your digital transformation journey on chat by emphasizing outstanding self-help options and live guided chat customer service. Customers will quickly add the business contact to their address book and confidently contact them whenever they require assistance. These lucrative repeat business partnerships can be built through trusted brand relationships.
Standards for Chat Commerce
To persuade clients to transact with you in chat, ensure you offer a variety of payment methods and allow them to make payments immediately and in a fashion, they’re familiar with; whether it’s via credit/debit card, instant EFT, or wallet payments. Another important consideration is fraud prevention.
There has not been a better time to accept commerce in chat and get closer to your customers than now as the epidemic has forced brands to communicate and transact with people where they are. For continuing success and revenue, you’ll need a thorough, powerful conversational commerce plan. It’s also simple to get started with Flo by Saada’s increased client interaction solutions, which include USSD, WhatsApp, programmable SMS, and IVR. More information can be found here.