Conversational Commerce Platform

Some products are simple and require little attention once the sale is made, but others, especially services, can sometimes have additional upkeep once the sale has been made. By communicating directly with a customer in this stage, trust in the brand is immediately bolstered and the likelihood of gaining a loyal customer increases. Conversational marketing is a highly personalized approach to engaging with your website’s visitors, usually in real-time. As the name suggests, it helps to move them down your sales funnel by starting a conversation with your audience. Consider a customer who decides to message your business on Facebook Messenger or on Etsy. The conversation may eventually transition over to SMS text messaging or email.

She could even educate users about nutrition and food handling through short quizzes, all from within the WhatsApp environment. Users could contact Maggi directly, at any time of day or night, and have their cooking-related questions answered by “Kim”—a purpose-built digital assistant. It leaned into the playful, easy-going nature of text messaging by adding an emoji and personalized the campaign by incorporating a link to the recipient’s most recently viewed product. Unfortunately, it’s an extremely common problem, with the average documented online cart abandonment rate standing at 69.82 percent, according to the Baymard Institute. Tools like Alexa and Google Assistant can be leveraged to provide consumers with immediate answers or direct them to your website. Also, the impact of human interaction can’t be ignored in different steps of shopping.

Should we make AI more Human?

Hola BB’s chatbot, Luna facilitates customer support, handling orders, returns, and helping customers navigate through the website- handling over 1700 interactions overall. By partnering with Engati chatbot platform, Poppy’s deployed a E-commerce chatbot that could be trained with FAQs and flows. With the DocuSense technology, Poppy’s was able to conversational ecommerce upload documents with product details to the platform. Poppy’s aimed to help customers get answers to their questions in real-time, regardless of how complicated their queries are. Ecommerce Chatbots can also be used to answer basic questions but should have the capacity to connect to a member of staff in the event that the query is too complex.

Customer service agents can therefore focus on complex queries that require human intervention, thereby reducing overall operational costs. Customers appreciate anytime, anywhere support, and retail conversational AI chatbots make that possible with quick, accurate answers without the risk of human error. Is it possible to provide a personalized, high-quality user experience, which delivers up to 400% more ecommerce conversions from chat? A conversational user interface enables personalized support for visitors to online shops.

Personalized, automated eCommerce support for all your shoppers

Key market and regional growth predictions and analysis for conversational ecommerce spend, in terms of transaction value and volume. Even though AI chatbots learn on their own, they have to be taught the ground rules first. Understanding your customer base is essential to having a highly functional and highly trained AI chatbot. For instance, when a customer sees a product somewhere and doesn’t remember what the product is, behavioral intent in an AI chatbot helps to find the right product. Conversational AI can save eCommerce companies up to 30% in customer service costs. Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I’m trying to achieve.

The artificial intelligence algorithms can alter large chunks of data into small parts, which are easier to protect from breaches and risks. This concern can be resolved by using Conversational AI for eCommerce platforms. Catching up with customers’ growing needs is one of the most critical trends in the eCommerce market. A few decades ago, we needed to visit a physical store to buy something, and we need to check whether the item stock is available or not. Making the most out of every consumer visit and convert them into purchases. The bot is packed with the information related to the car’s features and specifications.

Improve the post-purchase experience

We will continue to invest in ways to connect people and businesses through the commerce journey as it remains a key priority for us. Conversational commerce delivers a customer-centric shopping experience by allowing instant access to a brand’s products or services. Top brands are also coming forward to implement different types of communication channels for their businesses. For their extensive range of service areas and quality products, they have to interact with a large number of people every day. Over a long time period, they had to face many challenges in terms of customer interactions. Their customer service agents had to continuously manage repetitive queries coming from multiple channels.

Best when integrated with the chatbot, these should have agents ready to answer questions from interested and qualified leads in real-time. Chat systems should have the capacity to perform web-shares, video options and voice calls, either through a phone line or by using VoIP phone service. These features help keep customers in conversations, via the method they feel most comfortable with. Live chat can serve many functions on your website, but one clear benefit is the proactive use of it to connect with potential customers and guide them through the purchase process.

Contextual Awareness in AI chatbots

What happens if one channel’s data center doesn’t translate to another? The customer can easily find themselves having to repeat what they’ve already said, potentially leading to frustration and a diminished customer experience. It enables one agent to chat with two, or even three, customers at a time, reducing the wait time and boosting customer satisfaction. Conversational commerce gives ecommerce stores the chance to connect with customers at every step of their customer journey. ECommerce live chat for shoppers to easily escalate cases from a chatbot instance. Social messaging bots built with Spectrm gather vast amounts of customer data that can allow better personalization at scale.

The right advertising campaign based on the rich data history of each user makes orders relevant. Forkable knows that, and you can be sure that you will never get it your lunch again. Kia Nirobot leveraging conversational commerce through chatbotIf you are a prospective buyer, the NiroBot will offer you a rundown of the car in a user-friendly manner.

Why do eCommerce companies need to opt for conversational AI?

It offers a fun and engaging experience while making timely product recommendations based on customer input. The data can be used to improve buyer personas, remarketing, and other campaigns. AI understands and learns from the conversations to predict product preferences. An AI chatbot should help customers purchase a product or service by asking questions with business objectives. While training a chatbot, it is essential to add your business goals to the questions to make sales efficient. Intelligent conversational AI asks personalized questions to the customers by analyzing previous data and interactions.

Thanks to advances in AI and natural language processing, brands are able to scale these experiences, and deliver the timely, convenient, seamless experiences consumers crave today. So much so that Juniper Research predicts 70% of chatbots accessed will be retail-based by 2023. According to a recent report, 87% of customers have a positive experience with AI chatbots.

Conversational marketing with AI chatbots helps online business owners to get closer to their customers. An AI chatbot reduces the additional tasks of the human agents and supports tickets. Personalized conversations by AI chatbots are based on the users’ conversation data. AI chatbots recommend similar products and these personalized recommendations increase e-commerce sales.

Our solutions help improve customer satisfaction, decrease support costs, and help you increase revenue starting from day #1. By connecting with customers one to one in a more human way, conversational marketing enables companies to leverage automation to build stronger customer relationships and drive more sales. Delight your customers with fun shopping experiences and recommend products that convert in real-time with Spectrm. Conversational AI chatbots don’t guess the users’ preferences and recommend irrelevant products without conversational data.

The reclamations and error processes will be handled by a bot automatically. As part of its evolution, e-commerce is now branching and diversifying too — meet conversational commerce, social commerce, and mobile commerce. Sure, it’s not the most innovative or exciting use of conversational commerce. It’s probably not going to win American Leather any “campaign of the year” awards.

• Start delivering truly authentic intent-driven conversations, at scale.
• While cold calling can still be effective, each call takes up the entire attention of your employee and can consume more time as opposed to marketing and engaging with customers via SMS messaging.
• When consumers get what they need in the most effective way, they are not only satisfied but are more likely to stay with the brand for future purchases.
• In recent years, more and more customers have been switching to digital channels for their shopping, with 2.14 billion people shopping online.
• By simply taking the first step and leveraging the different messaging interfaces that you’re already using, you can create a whole new experience for consumers.
• Would you like to add any tips, suggestions, or personal perspectives regarding this marketing strategy?

Accelerating your e-commerce sales process is not a challenging task if you implement an AI chatbot on your website. Enhancing online sales and making your website stand out from the competitors is simple once an AI chatbot comes into the picture. If your online business is ready to jump into the conversational commerce game, then here you’ll find everything you need to know about getting your feet wet. We love our bot because he is hardworking, always helpful, available 24 hours a day which makes him an indispensable part of our small customer service team.