4 E-commerce giants crushing it with conversational selling

By implementing different forms of real-time messaging, you’ll enable efficient two-way conversations with consumers. Even if this real-time messaging is with a chatbot, it’s still cultivating a personalized experience for each and every shopper. Those repetitive questions that won’t stop flooding your inbox will slow down significantly .

That’s the idea behind conversational commerce, an emerging approach to digital commerce that prioritizes direct, natural conversations between consumers and brands. Conversational experiences add value for your customers by assisting, streamlining, and improving virtually every interaction they have with your company online. Through the use of real-time communication tools such as bots, messenger apps and voice assistants, conversational commerce can generate significant benefits for any brand. For instance, if you decide to use live chat, you must train your team to deliver high-quality live support via text. The average live chat response time is 47 seconds, and some customers get angry when they have to wait longer.

Products

Conversational AI chatbots makes it possible to engage with consumers across a number of different platforms. It helps to convert them into loyal clients and provide them with top-notch customer service. On average, 70% of customers worldwide abandon their online shopping carts, which amounts to annual losses of up to $18 trillion, as per research by Forrester.

If you are to rely on chatbots when it comes to collecting user information, the latter should be well-protected. Consumer detailsand conversations can be synced with calendars, CRM systems, and automation tools. Powered by conversational AI, brands have all the possibilities to reach more prospects and convert them into loyal consumer base. Behavioral and other data allows them to tailor offers, discounts, and promotions to each specific segment of the audience. Retailers are able to collect and analyze increasingly more customer information, so this trend can be expected to continue. However, as demonstrated by the examples in this article, there are lots of use cases for conversational commerce.

Help and support

Conversational sales are one of the effective inbound strategies that will enhance the customer journey on an e-commerce website. Ralph is Lego’s powerful digital assistant deployed on Facebook messenger. It has been a success from the very start and is responsible for 25% of the company’s social media sales. Ralph is also 8.4 times more effective and efficient at conversions than Facebook ads. It helps users find the right Lego set based on their preferences and requirements. Considering the poor email open rates and even lackluster email link clicks, it’s safe to say that the days of email surveys are long gone.

Conversational commerce lets you recreate the experience your customers get in a typical corner store. The difference is that they don’t have to leave their comfortable couch for that to happen. This is the last stage of the customer journey and the one that’s the hardest conversational ecommerce to arrive at. By this point, the customer should be a brand ambassador who eagerly recommends products to their friends and family. Find out why conversational marketing is so effective at engaging and converting your audience by reading Why Go Conversational.

WhatsApp

You can follow Greg on Twitter @gregahern and join his CRO Hacks Groups on Facebook and Slack. Many e-commerce websites have a higher bounce rate if there is no website visitor available on the site at the right time. If a customer is about to purchase a product but receives no response from the customer service team, then they will browse back to another website. Conversational sales is a way to interact with customers in personalized messages. If website visitors come to your website and look for a product, your sales teams should engage them in a conversation and enhance their journey on the website. You can use various channels to implement conversational AI for your eCommerce business.

When it comes to marketing, it’s essential to pair this machine learning approach with human supervision because every conversation is tied to achieving specific outcomes to reach your goals. Online business owners should first have a general understanding of their customer base, their preferences, and needs. Online shoppers don’t switch from one website to another if an AI chatbot engages with them effectively. Customers are likely to purchase a product from the websites if an AI chatbot resolves the problems fast.

Online sales engagement

Chatbots can serve as a personal shopper and guide customers along the buyer journey with relevant information, tailoring the purchase process to suit the needs of each consumer. Chatbots can also build on existing customer relationships to build brand loyalty by improving the customer experience. ECommerce bots fast-track customers to purchase by learning about their preferences and personalizing their customer journey in a real-time one to one conversation.

Finally, you’d send an email on launch day, and maybe another message or two in the following days to drive sales. By asking its customers a question, Maev looks like a brand that’s genuinely interested in all things canine-related, rather than one that’s just out to make a quick buck. Done well, it shouldn’t be all about pushing sales or promoting your latest product—conversation should feel spontaneous and natural. You don’t wait until you have a big piece of personal news to chat with your friends, family, or workmates. The Drip Blog A highly actionable collection of ecommerce marketing tips and tactics straight from our experts. Forms & Popups Build your lists and convert drive-by web traffic into customers.