Conversational Commerce
Conversational commerce is a term that refers to the one-to-one communication between consumers and e-commerce organizations. The objective of conversational commerce is to guide consumers to the next step in the customer journey. Conversational commerce can refer to selling products directly or completing online purchases through messaging channels, voice and chat as well as customer support, contact with a representative, personalized recommendations and reviews from other customers.
The emergence of conversational commerce can be attributed to a number of developments within online commerce. In addition to changing customer behavior and the emerging irritation with an overload of e-mail communication, technological developments such as artificial intelligence are at the root of conversational commerce. This form of online commerce makes full use of artificial intelligence.
The main benefit of applying conversational commerce is simplifying the online shopping experience and reducing customer service response time. Consumers benefit from fast, personalized interactions while businesses increase their conversion rate and revenue.