Why Conversational Commerce Matters

In real life (aka, “meat-space”), conversations matter. When you are greeted professionally by a customer service representative on the phone, or when you get quality help from a floor manager in your favorite department store, you’re likely to remember the experience as a positive one. Consequently, you will be more likely to engage the same company again in the future. The same can be said about online transactions.

How to Make More Sales: The Know, Like, and Trust Factor

Conversational commerce is a term that can be applied to real-world interactions. But it has existed since mankind developed language and trade. One thing is certain: customers buy from people who they know, like, and trust. And, the associated, positive feelings come from the conversations we have with one another.

How Does Conversational Commerce Impact Online Sales?

Imagine having a customer service representative available on your ecommerce website 24/7/365. Conversations can take place through online chat, phone calls, or email, having someone ready to answer questions whenever a person decides to shop. If you’re there, and your competitor isn’t, it’s likely that you will capture the sale. Now, imagine taking this to the next level by integrating AI-powered martech like a chatbot that knows how to answer any question that a potential buyer puts forth.

If you can integrate a chat bot with your website that is smart enough to pass a modern-day Turing Test, then you’re likely to convert more visitors to customers, regardless of the time of day at which they visit your website. And, just wait. Natural-sounding voice will soon replace much of the technology that we have today. Keep this in mind the next time you revisit design updates for your ecommerce website.