Tag Archives for " chatbots "

Woman Using Gesture Control With Digital Assistant At Home In Kitchen

The Rise of Conversational Commerce

The Rise of Conversational Commerce

Conversational AI is breaking the frontiers of retailer-customer interactions in today’s world. E-commerce used to be about selling products without offering customers a way express needs. However, conversations and personal interactions are essential in e-commerce. It helps retailers understand the customers’ requirements and offer customized products for them.

Today, about 5 billion users across the globe use messaging apps, with a fast-growing adoption rate. Social media and messaging apps are the preferred communication channels for millennials. Retailers can reach their customers by leveraging these messaging apps. Artificial intelligence is one medium that enables conversational commerce to instantly connect with customers. It helps engage and personalize communication to customers, thus driving sales for the business.

Conversational commerce is a two-way discussion between retailers and their customers through chat, messaging apps or voice technology, leading to a fruitful interaction that results in a value-based transaction. It allows retailers to create and nurture a relationship with their customers.


Enhancing customer shopping experience

Conversational commerce offers new avenues to connect with customers and improve the user experience.

Suppose a customer is planning to buy a Mother’s Day present, he/she would ideally step into a store and tell an associate about his/her requirement and get recommendations to buy an ideal gift.

Conversational commerce lets retailers take the learnings from the experience and automate the entire process. Retailers can integrate chatbots on their websites or use Virtual Personal Assistants to converse with customers through their online stores. From instantly answering questions to offering personalized choices, automation in commerce boosts interactions.

Additionally, conversational commerce can enable a follow-up experience for customers who abandon their cart. Instead of sending them an email that takes them through a long process to finish shopping, a direct message is a better approach. With a simple message, retailers can inquire whether the customer is willing to purchase the product, ask queries or requires to be reminded later. This allows the customer to take action and complete a purchase, all within the messaging app.

After a customer has purchased an item, retailers can notify about the shipment of the order, allowing customers to easily track their package. Once the order is delivered, retailers can connect with the customers to rate the overall experience, submit reviews or share pictures, with the click of a button.


Driving online sales

“Conversations are the driving force behind Conversions”

Customers want an easy and simple platform to purchase their desired products. Having a direct line of communication with their customers helps retailers make sure of sales. Conversational commerce is the way to engage customers at the point of sale to increase the rate of conversion. It opens the door for retailers to have a deeper interaction with customers during the crucial period between winning or losing a sale.

Conversational commerce reduces sales & support costs, overcoming the challenges of mobile browsing. It is a direct, personalized, dialog-driven approach to establishing long-term relationships, collecting data and increasing sales.


The purpose of conversational commerce is to provide personalization and convenience throughout a customer’s journey, from sales to service. It helps create a positive experience for the customer and earn loyalty. Moreover, it represents a customized online presence that lets customers request information they need rather than depend on browsing aimlessly through an online store.

Conversational commerce is a big deal as it represents a paradigm shift in the way retailers interact with their customers. It will have a huge impact on the entire customer shopping experience.


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two robots chatting

Chatbots: Boon for e-commerce businesses

Chatbots: Boon for e-commerce businesses

E-commerce is an intensely competitive market where businesses need to keep innovating and adopting new technologies to sustain. These technologies come in packages, large & small, to help optimize the systems and processes, ensuring seamless experiences for the customers.

One of these technologies - Chatbots - has been a popular topic of discussion in the retail and e-commerce industries. Some discussions focus on how the user experience is improved while the remaining provides a detailed view of implementing and adopting chatbots for businesses. In this blog, we try to provide a holistic view of how chatbots help scale e-commerce businesses and subsequently consumers by dividing the benefits into three categories - predictive recommendations, engaging consumer engagement, reduction in the purchase process

Predictive recommendations 

E-commerce industries are user heavy and need to cater to different segments of audiences and their requirements. Whenever there is a discussion about the role of chatbots, one quote stands out -

“Goal is to turn data into information and information into insights.” – Carly Fiorina, Former CEO of HP

Imagine chatbots to be the one that hoards information and turn information into insights. They help customers find the products they’re looking for without extensive browsing, thereby providing users an incentive to stay on the platform and reduce drop-offs.

For instance, Amazon provides best-in-class search for users to find the products they want. The search takes into consideration a number of factors including user dialects, ease in product categorization and user buying behavior & patterns.   

Simple & Quick Consumer Engagement 

The primary function of chatbots is to be conversational by nature using text, buttons, and images and understand typed natural language requests. This is the reason that the most famous chatbots run inside messaging applications such as Facebook Messenger or Skype.

Hence, chatbots provide a huge benefit to e-commerce businesses to connect with the users.  In a high volume business of e-commerce, chatbots provide a highly scalable system to manage individual user conversations simultaneously for millions of users while gaining user insights to improve the product flow and experience.  

Reducing Purchase Time 

Chatbots help consumers to interact with the products at critical stages of their journey, increasing customer satisfaction, loyalty, and engagement. Chatbots provide the assistance to access product information quickly and make informed decisions to purchase the products.

Moreover, customers do not need to look at any other source to gain information on the products. Chatbots process information in the form of notifications, reminders, product updates to fuel conversions and enhance social experiences.

Image credit: Photo by Matan Segev from Pexels