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What is Conversational Commerce you ask? Conversational Commerce is the transformation of the messaging app into something more; a tool for buying and selling via mobile. We all know that to “be where your customers are” is key to the success of an online business. While going mobile and having an important presence on social networks is crucial to “being where your customers are”, over the past couple of years messaging apps have begun to overtake social networks when it comes to where we spend more of our time. We now don’t just use messaging apps to chat with each other, but more and more to share content, news, stories and to connect with other people. This makes chat as an interface for commerce, or “conversational commerce”, the next big thing to focus on.
Conversational Commerce in Action:
Buy and sell without leaving the chat conversation
Imagine you are a customer shopping on your mobile. Imagine typing into an app: “I need a black dress for an event next weekend for under 100€”, getting a message back in seconds with a direct link to a recommended dress that you can buy in a single click. You can shop, choose shipping options, pay and finalize your purchase all in minutes and without leaving the chat conversation. This is the power of conversational commerce. Bloombees already provides the ability to sell this way with its “bb links” which can be instantly shared via messaging apps to sell to customers in a more direct and conversational way.
Use it as a channel to communicate with customers
Customer service is key to building a loyal customer base, and messaging apps can be a great way to communicate directly with customers in a more approachable and informal way than other more traditional forms of communication such as email or forums. Live chat is shown to have a 73% customer satisfaction rate, higher than both email (61%) and phone (44%).
Create a “personal” shopping experience
The great thing about conversational commerce is that you are connecting with an individual, giving you as a seller the ability to personalize the shopping experience, and cater content to a specific person. This results in a more satisfied customer who feels special, gets exactly what they are looking for and can complete an entire purchase from their smartphone!