If you’ve been into online shopping, you must have noticed that many of the E-commerce websites have the chat function on their social media or website. The chat option is directly on the website or on Facebook or WhatsApp.
Or, when you visit any E-commerce website, you may get a message like this: How can we help you today? Or something like this.
This indicates that there is a rising trend in chat commerce/ conversational commerce.
Whether you are an E-commerce site selling digital content, art supplies, or even selling automotive parts online, you must have an option of the live chat to reach out to your customer efficiently and effectively.
In this article, we’ll discover how Chat commerce/conversational commerce is changing the dynamics of E-commerce.
How Does Conversational Commerce Work?
According to Statistics, conversational commerce has made its way on various platforms and accessed 2 billion people monthly as of July 2021. Conversational/chat commerce has made it easier for businesses/companies to reach out to their customers and target audience at each stage of their purchasing journey.
Moreover, this form of interactive messaging is not like distracting banners or pop-ups that not only irritate the customers but, on the other hand, they lose interest in the company’s services. Instead, it creates a meaningful conversation between potential clients and businesses to establish a personal and valuable relationship with them.
Easier Access to the Chat Commerce: WhatsApp
Any industry that wants to survive and thrive in an ever-growing environment, the only way they can excel and survive is to stay updated with the latest trends.
For the E-commerce industry, the focal point of their growth is how they are intersecting with their customers and offering them support virtually. Therefore, conversational commerce is becoming an essential part of the customer journey. In fact, we can say that it’s the future of the E-commerce industry.
According to the Boston Consulting Group (BCG) and a Facebook study conducted among Indian users, conversational commerce is one of the most famous in categories like food delivery service and fashion, where most purchasing decisions are made thoughtlessly. However, the competition in the E-commerce industry is fierce, and even fast-growing E-commerce businesses find it difficult to keep up with the evolving marketing tactics and strategies. Also, understanding chatbots and state-of-art CRM systems is quite tricky at times.
Don’t Worry! Because WhatsApp is one of the easiest and simplest methods of conversational commerce.
When you integrate your business on the Whatsapp business and WhatsApp business API, you connect with your customers on the medium they are already familiar with and comfortable with.
With the WhatsApp API, you can allow businesses to answer and receive unlimited customer messages.
With the WhatsApp API, you can:
- Get End to End Encryption chat backups
- Desktop-based voice and video calls
- WhatsApp transfer feature
Pro Your Conversational Commerce with the WhatsApp Chatbot
A chatbot is basically an AI Program that can easily communicate with the customers through energetic and canned responses. This AI program is powered by Machine Learning and Natural Language Processing which allows the Chatbot to continuously learn from the customer conversation and then enhance its responses.
WhatsApp Chatbot basically communicates and interacts with the users through the WhatsApp chat app. Further, it can easily imitate the style of the human agent and how they would talk with the customers and then offer relevant information.
All in all, e-commerce speed is the key, and loyalty is inconsistent as there are dozens of offers and stores available online that it’s hard to resist. Therefore, for millennials and Gen Z, who spend most of their time tweeting, chatting, WhatsApp conversational commerce is one of the best ways to trigger their pain points in E-commerce.
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