Blurred background image

Conversational Commerce: Where it’s At

Conversational Commerce: Where it’s At

Over the last couple of years there has been great progress in conversational platform technologies as well as live chat. The rise has been thanks to the deeper development of machine learning and artificial intelligence, and become a vital part of the ecommerce experience.

With the explosion of ecommerce and its sustained level throughout last year, brands and retailers are increasingly looking to find new and better ways to attract and maintain customers.

80% of customers have interacted with a chatbot; yet 86% of customers prefer to talk to a human. And so trying to balance cost-saving strategies with customer preferences is a tight ropewalk to navigate. And is always being under review.

Conversational Commerce: Where it’s AtWhether it be a robot or human, live chat, or conversational commerce, is an important tool that brands and retailers can have on their website – to answer customer inquiries, concerns, assist with updates or stock levels. With swift and clear communication from a live chat, a brand can counteract that instinct in consumers to bounce to a rival’s ecommerce site when they’re unable to easily find what they want. 

Yet what a live chat can do, and the general level of conversation, is entirely dependent on the tech you’re using and the team that’s implementing and managing it. Popular ecommerce platforms like Shopify and WordPress (with WooCommerce, the in-house ecommerce platform for WP) are more limited in what they can do and how customizable they can be. At the other end of the spectrum, platforms like Salesforce Commerce Cloud (both its B2C Commerce wing and its B2B Commerce wing).

As one of the best platforms for building stronger brand-customer relationships, using Salesforce Commerce Cloud translates into unified conversations across platforms, across social media, across email and phone, etc.

Little time; lotta channels

The website, email, Facebook, Instagram, Twitter, Whatsapp… there are endless channels of communication for customers to reach out to brands. This in turn means that customers expect brands to connect with them faster than ever. No more email response within 1-2 business days; responses ought to be ASAP.

Conversational Commerce: Where it’s AtThe balancing act between human interaction and bot interaction can become narrowed by injecting artificial intelligence and its automation into live chats. The advantages are clear: it saves money and time. But with AI like Salesforce’s Einstein AI brands can really close the gap between standard bots and real like humans.

The Salesforce chatbox provides the flexibility between the two: AI helps to solve the issues of customers by identifying common solutions, but when there is more complexity involved, the bot hands it over in real time to a human, to take control of proceedings.

PS: ArganoUV is one of the world’s leading Salesforce Commerce Cloud integrators. 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!

Why Is An SFCC Agency's Response Time So Important?
  • ArganoUV
  • Commerce
  • Salesforce Commerce Cloud

Why Is An SFCC Agency's Response Time So Important?

It is one of the more underrated attributes. So what can response time tell you about...
Young Money Few Pennies: Teen Spending Drops to its Lowest
  • ArganoUV
  • Commerce

Young Money Few Pennies: Teen Spending Drops to its Lowest

Teen spending drops to records lows, but how to recapture them?
This Week in eCommerce Data: May 29th, 2020
  • ArganoUV
  • Commerce
  • This Week in eCommerce Data

This Week in eCommerce Data: May 29th, 2020

The place to catch what’s been happening in ecommerce each week. This week, we take a...

Latest ideas

Our latest thinking about SF Commerce Cloud.

Common Misunderstandings of Staff Augmentation
  • ArganoUV
  • Team Profiles
  • Technology

Common Misunderstandings of Staff Augmentation

Here are some of the most common misunderstandings of staff augmentation.
This Week in eCommerce Data: July 30th, 2021
  • ArganoUV
  • Commerce
  • This Week in eCommerce Data

This Week in eCommerce Data: July 30th, 2021

This week’s ecommerce round up focuses on social media commerce, livestream ecommerce, and consumer attitudes, plus more.
Relaunching the Chat Landscape: PubNub Streamlines with Contentful
  • ArganoUV
  • Commerce
  • Technology

Relaunching the Chat Landscape: PubNub Streamlines with Contentful

After relaunching their digital landscape, PubNub streamlines its work processes and speeds up its content delivery.

How can we achieve
awesomeness together?