Blurred background image

Conversational Commerce and Salesforce Commerce Cloud

Conversational Commerce and Salesforce Commerce Cloud

All commerce involves an aspect of conversation, whether it be old-school physical sales via shop assistants helping a customer or online sales via users navigating through your website with your help. Yet technology is reimagining and reinventing exactly what role conversation has in the realm of commerce.

Conversational commerce covers a wide range of communicative tools used to support a customer’s sale; chatbots on websites, live support, online messaging apps, voice assistants, and an injection of artificial intelligence.

Conversational Commerce and Salesforce Commerce CloudWith the increase in usage of customer service across all channels from website to social media, and from the beginning of customer journeys towards the end, keeping in contact is vital for a sale’s survival.

And so implementing conversational commerce into your short- and long-term business strategy should have been implemented yesterday. The need is compounded by the fact that, during the coronavirus pandemic, 23% of consumers have increased the amount of online purchases they would have bought in store. 

One of the best platforms to build stronger conversations with customers is Demandware (now SFCC), which enables seamless conversations across email, SMS, and social media networks, so that customers can chat with an associate, receive recommendations, make purchases, and get updates on their orders.

Here are some steps that you can take to make better conversation using SFCC.

Cover all social bases

Ensure that you maximize your presence by engaging in all social media platforms that are relevant for your business — all of those spaces where your customers hang out. Facebook, Twitter, Instagram, YouTube. These are all prerequisites. But don’t avoid newer and younger social media like TikTok and Houseparty. 

Each social media platform offers different strategies to interact with customers. Platforms like Houseparty may allow live video calls to answer questions or confirming orders, whereas platforms like Facebook is a class space for messaging. When it comes to an order status, communicating updates over WhatsApp allows customers to reply in real time. Besides better communication, it’s also much cheaper than phone calls.

Automate service

Conversational Commerce and Salesforce Commerce CloudCustomers — in fact, no one! — enjoys being kept waiting on the phone, unless you’re a huge fan of classical music. Automate your customer service channels to solve the problems and issues fast and easy. Take advantage of Demandware (now SFCC) and its powerful artificial intelligence to set up automation. Optimize chatbots to cover the core questions of customers, such as “where is my order?”. And for the more complex inquiries, automation can help route each particular case to the right customer service agent, which will cut out unnecessary waiting time, as well as possible frustration with being told to speak to various departments or customer service agents.

Pre and post experience

In order to maximize customer experiences, personalization via automation provides agents with comprehensive insights into each customer, ensuring they’re able to provide quick and efficient help, from navigating the website to cancelling an order.

Having key insight into a customer’s previous purchases and browsed products, delivered by Salesforce’s AI, gives that boost to your customer service team to find out fast and accurate help, which can be provided across all digital channels as well as in store.

PS: UV is one of the world’s leading Demandware (now SFCC) development & strategy teams. Contact us to see how we can work together.

Related Ideas

If you got value from this article, you may enjoy these other articles, as well. We’re always adding value!

As eCommerce Continues its Mighty Rise, How Can You Take Advantage of Higher Checkout Rates?
  • ArganoUV
  • Commerce
  • Salesforce Commerce Cloud

As eCommerce Continues its Mighty Rise, How Can You Take Advantage of Higher Checkout Rates?

It’s not only online sales that are soaring. We’re seeing some of the highest ever conversion...
Insert Cartridge Here: Klaviyo Integrates with Salesforce Commerce Cloud
  • ArganoUV
  • Commerce
  • Salesforce Commerce Cloud

Insert Cartridge Here: Klaviyo Integrates with Salesforce Commerce Cloud

Empower greater email marketing on Salesforce Commerce Cloud with the new integration from Klaviyo.
Trickles to Floods: Livestreaming Commerce in the US
  • ArganoUV
  • Commerce
  • Salesforce Commerce Cloud

Trickles to Floods: Livestreaming Commerce in the US

Here is the current state of livestream ecommerce in the US as ecommerce platforms like SFCC...

Latest ideas

Our latest thinking about SF Commerce Cloud.

Core eCommerce Competencies
  • ArganoUV
  • Commerce

Core eCommerce Competencies

Core payment competencies in ecommerce.
The Benefits of eCommerce for Independent Pharmacies
  • ArganoUV
  • Pharma

The Benefits of eCommerce for Independent Pharmacies

Why go online if you’re an independent pharmacy?
Key Features for All eCommerce Pharmacies
  • ArganoUV
  • Pharma

Key Features for All eCommerce Pharmacies

What are the key features of a pharmacy digital store?

How can we achieve
awesomeness together?