Conversational commerce, the key to e-commerce in year-end deals

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Conversational commerce, the key to e-commerce in year-end deals
Conversational commerce, the key to e-commerce in year-end deals

Companies using highly scalable tools like chatbots Artificial intelligence or cloud computing, they will undoubtedly have an advantage over the others in this edition of Good End and international discount events like Black Friday and Cyber ​​Monday. With that in mind, conversation trading plays a vital role in improving its reach.

The Conversation Trading is an enterprise platform that increases engagement and conversion of digital channels by personalizing offers and content. It is based on accompanying the customer through familiar communication channels during the entire purchasing process, e. B. News on social networks.

I would call it a new species User experiencebut in a more open way; In other words, it’s based on how people speak and how we apply that naturalness to online sales.

We have to be very clear that the good end of 2020 will be very important for the US Online tradeas sales this year have soared to unprecedented levels, particularly due to the pandemic and imprisonment; Additionally, around 40% of shoppers indicated that according to AMVO, they will only make online purchases during this good end. Because of this, this event presents businesses with challenges in terms of competitiveness, customer service, and even logistics, and only those who are prepared will take this opportunity.

And while the pandemic has brought important advances in the field of digital transformation, from improving business responsiveness to finding new ways to interact with customers to respond instantly to their needs and expectations, this is the challenge facing businesses It was how to make that leap so that this technology would be an ally and driver of sales.

For example, NDS Cognitive Labs found that approximately 30% of the conversations companies have with customers, regardless of the industry, happen at night between 9:00 p.m. and 7:00 p.m. This is important as they are just the customers that companies cannot lose.

Conversational commerce has many advantages for businesses, among which I would like to highlight the following:

  • Give quick, accurate, and personal attention at all times.
  • Help and guidance with the online buying process.
  • Facilitates order tracking and clarification of payment issues.
  • It offers a unified multi-channel experience, either over the Internet, WhatsApp, Facebook Messenger, etc.
  • It enables the analysis of the information in real time.
  • Availability 24x7x365.
  • Provides personal attention.
  • Immediate answers.
  • I save time and money.
  • Optimize interactions by going from an average of 7 minutes for each query to 1.7 minutes.
  • Significant cost savings of up to 20 times compared to a conventional alternative.
  • Provides the ability to offer customers personalized offers tailored to their tastes and interests.

These benefits are causing many companies to see the benefits of redesigning their digital channels to include conversation, which could result in them increasing their revenues by 30% by 2021.

The solutions must be part of a solid and comprehensive strategy that standardizes all communication channels through which the customer reaches the company, while also containing important information about the company’s services, promotions or inventory. In conjunction with the latest technology, this is a decisive success factor.

A well-trained business chatbot can answer up to 97% of frequently asked questions. If he cannot answer a particular question, he has all the mechanisms in place to route the conversation to a human agent.

Automation and cognitive engine, key to conversational commerce

Automation makes conversational commerce useful and enables you to process a large number of inquiries simultaneously and in a short time.

channels communication Always on They are successful not only because of their availability, but also because they have specific information on frequently asked questions and know how to manage them effectively and efficiently. This is very important to improve the customer’s shopping experience.

The business cognitive engine is vital to the success of any sales strategy because, in addition to integrating all of the company’s services, it also includes the rules of AI and natural language processing, so regardless of the customer’s access channel, you can unify the answers and make the most of the technology .

This good ending is a good test for companies to demonstrate their organizational commitment and to ensure that the data of their chatbots contain updated information at all times, and to take into account customer inquiries in order to know which products are in the highest demand and thus place them make sure you please them.

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