Is conversational commerce the future of retail?
Posted: Sat Jan 04, 2025 4:14 am
Digital, social media and the wide variety of new technologies have completely redefined the relationship between brands and consumers. Now, it is up to brands to make themselves available and reach out to their customers, who demand a personalized, fast and easy relationship! What is conversational commerce and why is it an opportunity for companies to seize if they want to continue their development? Some answers in this article.
What is conversational commerce?
Conversational commerce is a process of engaging in one-on-one dialogue with a brand or purchasing a product through instant digital messages shared on non-traditional channels. These can be chatbots , instant messaging apps (WhatsApp, Facebook Messenger, Instagram or WeChat and Apple Business Chat), voice assistants (Alexa, Siri, Google Assistant, Aloha) or SMS. These conversations can be semi or fully automated via transactional chatbots and intelligent personal shoppers. The customer sends a message via the app and receives an answer to their question shortly after.
Also read: Esendex has developed its own chatbot!
In what context was conversational commerce born?
The use of instant messaging applications has become widely democratized. Now, young and old alike regularly use applications such as WhatsApp or Facebook Messenger to chat with friends and family.
According to a 2020 Hootsuite and We Are Social report , 77% of French Internet users and 89% of Internet users worldwide regularly use mobile applications for messaging. Users are therefore sharing more and more messages on a daily basis, whether text or voice.
Consumers now prefer to contact brands or stores via these pakistan whatsapp list messaging apps rather than picking up their phones. They can send a message whenever they have a free moment, especially in the evening outside of work hours.
Convenient, fast and efficient, these non-traditional, one-to-one channels allow them to engage with a brand and make a purchase at their own pace and at a time that suits them best. This fits perfectly with our busy, time-sensitive lifestyles.
What are the benefits of conversational commerce?
In the digital age, it is increasingly complex for companies to differentiate themselves from the horde of competing brands all offering more or less identical products. Companies must be available, attentive and maintain conversations with their customers as often as possible .
Indeed, consumers' demands on brands are very high. Today, dissatisfied customers do not ask questions and turn directly to the competition!
Implementing this type of tool to communicate with your customers allows you to support the customer at each stage of their purchasing journey. It is a way to further humanize the relationship with your customers , to reassure them and to offer them an innovative customer experience in line with their current needs and expectations.
This type of conversational tool allows you to:
simplify exchanges between brands and consumers;
create a quick connection and build a relationship of trust with its customers;
optimize the purchasing journey and personalize the customer experience;
to convey the image of a more human and authentic company;
improve customer satisfaction;
increase your conversion rates;
retain customers;
gain in productivity;
increase its turnover.
Also read: Chatbot: The new kid on the block dedicated to Customer Service
Conversational commerce: what impact on retail in the future?
Conversational commerce enables two-way , real-time communication with customers. A virtual salesperson can now chat with 2 to 5 times more customers than by email.
By chatting one-to-one, the company offers a completely personalized experience to its customers, which promotes sales. Stores using conversational commerce therefore have the opportunity to increase their turnover significantly.
What is conversational commerce?
Conversational commerce is a process of engaging in one-on-one dialogue with a brand or purchasing a product through instant digital messages shared on non-traditional channels. These can be chatbots , instant messaging apps (WhatsApp, Facebook Messenger, Instagram or WeChat and Apple Business Chat), voice assistants (Alexa, Siri, Google Assistant, Aloha) or SMS. These conversations can be semi or fully automated via transactional chatbots and intelligent personal shoppers. The customer sends a message via the app and receives an answer to their question shortly after.
Also read: Esendex has developed its own chatbot!
In what context was conversational commerce born?
The use of instant messaging applications has become widely democratized. Now, young and old alike regularly use applications such as WhatsApp or Facebook Messenger to chat with friends and family.
According to a 2020 Hootsuite and We Are Social report , 77% of French Internet users and 89% of Internet users worldwide regularly use mobile applications for messaging. Users are therefore sharing more and more messages on a daily basis, whether text or voice.
Consumers now prefer to contact brands or stores via these pakistan whatsapp list messaging apps rather than picking up their phones. They can send a message whenever they have a free moment, especially in the evening outside of work hours.
Convenient, fast and efficient, these non-traditional, one-to-one channels allow them to engage with a brand and make a purchase at their own pace and at a time that suits them best. This fits perfectly with our busy, time-sensitive lifestyles.
What are the benefits of conversational commerce?
In the digital age, it is increasingly complex for companies to differentiate themselves from the horde of competing brands all offering more or less identical products. Companies must be available, attentive and maintain conversations with their customers as often as possible .
Indeed, consumers' demands on brands are very high. Today, dissatisfied customers do not ask questions and turn directly to the competition!
Implementing this type of tool to communicate with your customers allows you to support the customer at each stage of their purchasing journey. It is a way to further humanize the relationship with your customers , to reassure them and to offer them an innovative customer experience in line with their current needs and expectations.
This type of conversational tool allows you to:
simplify exchanges between brands and consumers;
create a quick connection and build a relationship of trust with its customers;
optimize the purchasing journey and personalize the customer experience;
to convey the image of a more human and authentic company;
improve customer satisfaction;
increase your conversion rates;
retain customers;
gain in productivity;
increase its turnover.
Also read: Chatbot: The new kid on the block dedicated to Customer Service
Conversational commerce: what impact on retail in the future?
Conversational commerce enables two-way , real-time communication with customers. A virtual salesperson can now chat with 2 to 5 times more customers than by email.
By chatting one-to-one, the company offers a completely personalized experience to its customers, which promotes sales. Stores using conversational commerce therefore have the opportunity to increase their turnover significantly.