The Role of Chatbots in Conversational Commerce
Table of Contents
What is Conversational Commerce?
The principle that “communication drives commerce” is proven when companies communicate with consumers. Communication is essential to building good relationships with consumers. Communication with customers in business is part of a customer engagement strategy. Especially nowadays, personalized engagement is necessary depending on the situation.
Widespread use of Conversational Commerce
Conversational commerce itself has existed for some time, but its value has been reviewed and reintroduced as an important aspect of marketing, sales and service respectively, and the term ‘conversational commerce’ was coined by Chris Messina in 2015.
From 2022 onwards, it will be clear as day that omnichannel engagement strategies that meet customer expectations will become the norm. Customers are now at the ‘crossroads’, so to speak, of multiple touch points… through apps, AI, bots, messaging and other technologies used by companies. Despite these developments, customers want communication that feels human, and is smart.
Chatbots increase customer satisfaction
The evolution of conversational technology
Conversation tools in the spotlight
We are now living in the era of ‘predictive omnichannel customer service’, where technology is used to anticipate customer needs in advance and provide as personalized an experience as possible.