Every e-retailer understands the challenges of competing for customer’s attention in the crowded online space where a wide range of ads and multimedia content are dominating. For brands to attract and engage potential customers, be it on a website or social media platforms, there has to be a personalised, human-like way to approach them.

Nearly 99% of Malaysians and Singaporeans own a smartphone, which translates to around 38 million users in total in the region. Smartphones allow access to a variety of services, including shopping and ecommerce. In February 2022, it is reported that 66% of smartphone users purchased a product or service online every week.

It’s a no-brainer then, that many eCommerce merchants are tapping into mobile shopping with conversational commerce to win customers online. Let’s nail down the basics and discover what exactly is this strategy, 4 ways to optimise it for growth and how to get started.Conversational commerce is an approach of using messaging platforms to promote and sell products and services. Because of the convenience and ease of communication, 63% of digital consumers in South East Asia are choosing to communicate with businesses via popular messaging apps like WhatsApp or Messenger, with social media and messaging being cited as key online channels for both discovery and consideration stage in the shopping journey.

Conversational commerce delivers the next level of online shopping experiences and works at every stage of the customer journey. Here are 4 ways eCommerce brands can optimise conversational commerce for growth.

At the very first stage of the shopping experience, an ecommerce chatbot can proactively ask first-time website visitors questions to better understand their preferences and intent. At the same time, conversational commerce is also an ideal way to attract new customers with coupon and trial campaigns when pairing with ads that click to Messenger or ads that click to WhatsApp campaigns.

Besides the ability to answer product and pricing queries 24/7, conversational commerce engages with customers in a 1-on-1 chat environment which establishes trust and enables for a personalised digital shopping experience. According to a study by BCG, targeted promotional messages delivered at the right time can unlock higher spending.

Visitors initiated the check-out but left without completing the purchase? eCommerce chatbot can help address the challenges of cart abandonment by automating cart reminders with much higher click-through rates on average compared to emails or other channels.

Post-purchase customer service plays a crucial role in customer satisfaction and brand loyalty. Conversational commerce can ensure that customers are updated in real-time about delivery tracking and order status or relevant promotion alerts.Learn more on how e-retailers can transform social platforms into new digital storefronts? Check out: 7 Winning Strategies for Retail Ecommerce ChatbotEvidently, conversational commerce works by being convenient and approachable to online shoppers. When powered by AI chatbot, it can boost eCommerce growth by delivering personalised shopping experiences at scale.

With smart conversational AI powered by AiChat, eCommerce brands of all sizes are driving 3X more sales and receiving at least 83% of positive CSAT ratings. Here are the key features:

• Unified Messaging CRM

Manage and automate chats with customers on AiChat mobile app across multiple messaging platforms, including WhatsApp, Messenger, Instagram, website and more.

• Human x AI Collaboration

Provide consistent support to your customers 24/7. Empower your customer support team with a smarter workflow with our Human x A.

I collaboration.

• Re-engage, Cross-sell & Upsell Tool

Elevate customer experiences from discovery to consideration and boost marketing KPIs.

• Lead Gen Tool

Qualify and capture your leads with a conversational form without landing page redirection.

As smartphone apps and online shopping evolved to become more intelligent and adaptive, ecommerce brands need to up their game and continue to become available where their customers are. Very soon, shopping via chat will become the norm with more competitors optimising for conversational commerce will have the first mover advantage and win customers that could have been yours. The adoption of AI-powered chatbots is fast-rising and the time to play catch up is over. It is now.

Get started with AiChat Lite or enquire about customised packages for your eCommerce business today.AiChat is a leading A.

I-Powered Conversational Customer Experience platform designed to help brands automate business processes in customer service, marketing and commerce via popular social messaging apps such as Facebook Messenger, WhatsApp, Instagram and Google Business Messages etc. We are proudly trusted by Bayer, TESCO, Marina Bay Sands, MR D.

I.

Y, Mondelēz, Petron, Unilever and many other enterprises and SMEs across South East Asia.