Conversational Commerce has many potential applications. It can be used as a method of promotion of products and services. It can also help to reach customers that are not yet technologically savvy. The techniques are generally referred to as conversation embedded technology.
There are basically two ways to use conversational commerce in ecommerce. First is the offline technique of distributing literature and promoting the product or service directly to consumers in the local area. Second is online interaction through ecommerce websites, including message boards, forums, newsgroups, blogs and wikis. This second approach has the potential to attract a large volume of consumers and increase the potential for increased sales.
One of the challenges associated with conversational commerce is maintaining brand identity. Brand identity is developed through the consistent messaging of a brand with consumers in the local area. The challenge is developing and maintaining a positive message for consumers regarding the benefits associated with the brands and ensuring the brand message does not get lost amongst the clutter of the World Wide Web.
Many consumer facing industries have already begun using assistants as an additional form of communication and as part of their overall advertising strategy. assistants can take messages from consumers, transcribe them into text format, place the information on a website and publish it for consumers to read. Some assistants even perform specialized functions such as transcribing business presentations and translating documents. Companies that have not already started using conversational commerce are now seeing improved brand image and sales as a direct result of the additional methods of promotion they are implementing.
The Internet has made it very easy for consumers to interact with each other. Consumers do not want to feel like they are merely consumers anymore. They want to have the experience of being consumers. Consumers want to be considered as individuals with individual needs and wants. Using a chatbot for conversational commerce allows brands to take the conversation they are having with consumers and turn it into an interactive experience for consumers by taking that conversation and interacting with consumers on an individual level.
Conversational Commerce can take many forms. A good example would be a travel company that was having problems with bad experiences by their customers, so the lead manager decided to create a chat bot that would help customers interact with one another and let them know how helpful the agents were in resolving their needs. The chatbot would not just take messages but also provide answers to common questions and even suggest new travel destinations. This type of personalization allows customers to feel they are getting more than just a package from a large retail chain.
While most brands have already made use of conversational commerce to market to their customers, smaller companies may see a larger impact from this method in the future. Smaller brands may not always have the budget to advertise on television or radio. However, with the ever growing popularity of social media, online retailers will find that they can use chat bots to connect with their customers on a more personal level. For example, if a brand’s chatbot is answering questions from Twitter and Facebook users, it is possible for the customer to receive an answer directly from the brand via twitter or Facebook post. Conversational commerce allows online retailers to make a personal connection with their consumers which, in turn, will lead to more brand exposure and more brand trust.
With more consumers turning to social media to make their decision, brands must find a way to engage with these consumers on a more personal level. Chat rooms are the perfect tool for doing this. Using Conversational AI commerce, brands are able to use messaging to engage with their consumers on an individual level. The messaging does not come off as spam and the user does not feel like the messages are coming from a robot. This personalization will lead to more brand exposure, more trust, and a better chance at generating more sales.