Why Your Online Shop Cannot Survive Without Conversational Commerce?
If you have heard the word “conversational commerce” for the first time, you are already too late.
What should I do then? Please continue reading and we will help you with the solution.
Research conducted at Conzia shows that a typical customer on average has 3 questions before he makes an online purchase. If your website has an old, boring, and complicated contact form or a phone number to call. You can forget that these customers will really make an extra effort to contact you via the form and wait another day to get an answer. He would rather move to your competitor’s website, get his questions clarified in 2 minutes via Conzia Live Chat, and make a purchase.
Yes, now you have understood the gravity of the situation. Here comes the conversational commerce into action and yes it can save your business to go broke.
What exactly is conversational commerce?
Conversational commerce is a term coined by Uber’s Chris Messina in 2015:
“It refers to the intersection of messaging apps and shopping. Meaning the trend toward interacting with businesses through messaging and chat apps like Facebook Messenger, WhatsApp, Talk, and WeChat. Or through voice technology, like Amazon’s Echo product, which interfaces with companies through voice commands.”
Here are 3 reasons why your online shop cannot survive without conversational commerce in 2021:
1. Seamless customer experience is only possible via Conversational Commerce
Your customer decides on which channels they would like to talk to you; it is no more your head of customer support taking this decision. Yes, welcome to the age of conversational commerce 😀 Messaging apps such as Facebook Messenger, WhatsApp, WeChat, Telegram, Viber, and others have proven that there is no better way to stay close to your customers than the apps because:
Messaging apps are quick and easy to use.
- The open rate for messaging apps is more than 80% vs 20% for email.
- The speed at which you can share rich media such as videos, voice notes, emojis with your customers via messaging apps has never been possible before.
- Everyone is on messaging apps, be it your grandmother or your 4-year-old daughter 😉
2. Without conversational commerce, your business is losing sales
How many times do you say in a day that you are busy? Yes, your customers are no different. Engaging a visitor on your website until he makes the purchase is crucial for your business and you can never do this via a contact form. You need to provide options on your site where your customers can contact you with a button click. Messaging apps are one of them.
What if my customers do not have any questions before they make any purchase?
Yes, this can be the case for your business. But you know a study conducted at Conzia shows that 30% of customers who have questions after purchasing a product come to the website and look for the easiest way to connect to the customer support. Of course, that easiest way is not the email or the contact form. Now you understand why more than 60% of your customers never come back after buying from you after the 1st time. They are simply not happy 😥
3. Conversational commerce is not related to customer support only
Conversational commerce improves your customer service and helps the marketing and sales in a way that you achieve your overall business goals. If you are connected to your customers via messaging apps they like to communicate with, you will always stay close. This will bring more opportunities to sell new products to the existing customers, market new ideas, and get their feedback to improve the existing products and services.
The goal of your customer support, sales, and marketing people should be to work smarter than harder. For that, you need a well-thought strategy. You do not definitely want to overburden your people by asking them to open multiple apps and switch between the apps constantly to reply to customers’ questions. Conzia provides the businesses one platform where they can integrate various messaging channels such as Conzia Live Chat, WhatsApp for Business, and Facebook Messenger and provide customer support from just one app instead of logging into several apps.
We are happy to discuss your business goals for 2021 and help you integrate conversational commerce into your online business. Please send us a message, and our experts will get in touch.
Conzia is a Berlin-based startup. At Conzia, we are establishing a Communications Platform as a Service. Our Platform is user-friendly and flexible enough to integrate 40 plus other messaging CRMs, APIs, CMSs, Marketplaces and thus offer a collated solution for unified and exemplary customer support.
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