Conversational Commerce has already started creating buzz but it was an unexplored term for me until I came across an article by Uber’s Chris messina where he accurately predicted throughhis medium post that 2016 will be the year of conversational commerce that I read in early 2016.
Conversational commerce uses technologies consumer’s love using such as SMS, Chat or other natural language interface and you can think of it as consumer doing shopping while doing conversation with a company representative (can be both human or bots) on their favorite app.
Leaving traditional online purchase experience behind, Like when you browse your favorite online store, Explore all the options, Add to cart and checkout. Later Login to your store account to track your order delivery, Now it’s possible to buy your favorite product right from the Facebook messenger. Shopify has already taken a leap forward by rolling out an update that allows their store owners to sell items through Facebook messenger but only available for US, UK, Canada and Australian store owners at the moment.
Shopify has also acquired their most popular app in their app store, Kit. An automated marketing app and an excellent example of artificial intelligence meet conversational commerce. Poncho A Weather app company also announces their bot that works with Slack and Kik to show personalised weather relative to your location, You can chat with their weather cat like hey poncho how’s the weather outside and replies come hi, meow or hi, first name weather is rainy outside. There many other companies that are leveraging bots such as CNN , Quartz, We Chat.
Facebook at their annual developer conference announced its messenger for business and it allows companies to come in and join the platform.
Facebook are already up with their feature to create bots for their messenger which is opening a new door for online merchants to better help their consumers to buy from them without ever leaving the messaging app they are using. Using chatbots, businesses can resolve customer service issues, provide recommendations, create wish lists, and interact with buyers in real-time and In near future, we might see other chat apps come up with their plans.
Things are already started moving in this direction and an era of conversational commerce is already started to make a difference in the traditional e-commerce system. China’s leading messaging app “ We Chat” has more than 10 million business accounts with 650 million monthly users interacting in a similar fashion as they do with their friends. Sending a love emoticon to Starbucks , and Starbucks sends back a romantic song to go with your mood.
A Disciplined, Skilful design app with accurate natural language interactions in their AI driven conversation can be the key of successful in conversation commerce. “When will my order be shipped” is a question about customer’s recent order, and that the customer needs an answer about when he can expect the delivery of his recent order.
As most of the users are already in the habit of interacting with apps like WhatsApp, WeChat, Facebook messenger. Conversational commerce might be the next big thing already waiting to find it’s way to make difference in the traditional process of selling and buying products in the e-commerce industry.
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