Conversational Commerce ainda é o futuro do e-commerce

1.The Market Shift

Even before the Covid-19 pandemic, consumers were already familiar with e-commerce, but Covid-19 completely changed their habits, and they started to trust online shopping more.

The average proportion of internet users who made online purchases increased from 53% before the pandemic to 60% after the pandemic began.

We all use e-commerce platforms, either to buy a product or to research and compare prices. And, most of the time, we do this through our smartphones (half of all web traffic coming from mobile devices). This change in shopping habits has resulted in a “more digital path” with physical stores losing popularity.

However, e-commerce platforms lack the live support that physical stores offer. This is where conversational commerce can become a valuable asset. Chat commerce allows businesses to easily reach their customers and assist them through chat apps and conversational apps, instead of putting them on hold or asking for all authentications to complete a request.

With conversational commerce, customers can chat with live agents or AI virtual assistants for support and personalized recommendations, book tickets, make reservations, purchase and schedule deliveries, and ultimately have a seamless and unique experience.

2.Customer Expectations

Customer expectations have changed, and while quality and price are important, they are no longer a priority. Customers value unique experiences, with speed and personalization being essential ingredients to achieve them. Multichannel and zero friction are imperative to earn customer loyalty.

84% state that the experience a brand offers is as important as its products, while 86% of customers will leave a brand they trust after two bad experiences.

With conversational commerce, businesses can be present throughout the customer journey, across all channels and all messaging platforms.

Chat commerce can be your digital concierge, available 24/7 to support your customers, providing solutions and personalized recommendations. With conversational commerce, businesses can minimize friction in the customer journey (non-optimized mobile sites, lack of online payment options, lack of digital support, slow loading times, etc.), exceeding customer expectations.