Conversational Commerce, or what’s known as c-commerce, encompasses interactions when people and businesses connect through chat, with the intent to drive purchase of goods and services. According to a study by Facebook and Bain & Company, Southeast Asia consumers have the strongest preference for conversational commerce.
With all the chatter across industries about chatbots, many retail brands are wondering if they should invest in these technologies to handle customer queries, improve customer service, and increase sales revenue.
Yes, there’s a lot of talk about retail chatbots, only for their lack of human touch and natural language processing maturity. After all, human interaction is still something consumers seek.
That said, IBM research found that consumer shopping behaviors have fundamentally changed thanks to artificial intelligence (AI), mobile technology, and social media. Today’s customers are always-on — they shop anywhere, anytime, and any way they want. They now have more demand for convenience, speed, ease, and ever-available shopping experiences.
To keep pace with the ongoing shift toward e- and c-commerce, retail chatbots can be a perfect solution. Let’s look at three reasons why retailers should implement chatbots in their digital marketing strategy.