Conversational Commerce
July 5, 2023
Conversational Commerce: Tap into Messaging Apps Your Customers Already Use
Customers are the backbone of any business. Acquiring and retaining customers is crucial to outperforming your competitors. However, traditional customer service methods, such as email and phone calls, are no longer meeting the expectations of today's consumers. Studies have shown that the average response time to customer service requests is over 12 hours, and 62 % of companies don't even respond to customer emails. It's no wonder that customers are increasingly frustrated. Evaluating Customer Communication Trends In this digital age, messaging apps have become an integral part of people's lives. Platforms like Facebook Messenger, Twitter direct messages, WhatsApp, and WeChat provide users with the convenience of asynchronous communication, speech recognition, natural language processing, and artificial intelligence (AI). People use these[...]
June 27, 2023
The Rise of Generative AI: A Paradigm Shift for Retail and CPG Companies
Technology has always been a driving force in the retail and consumer packaged goods (CPG) industries. From managing vast amounts of data to optimizing supply chains, traditional AI and advanced analytics have played pivotal roles. However, a new technology called generative AI has emerged, promising to revolutionize these industries even further. By automating key functions and streamlining processes, generative AI has the potential to generate significant value for retail and CPG companies. In this blog, we will explore how generative AI can reshape the landscape and unlock unprecedented opportunities. Automating Key Functions for Increased Productivity Generative AI has the power to enhance productivity in the retail and CPG sector by 1.2 to 2.0 percent of annual revenues, equating to an[...]
November 2, 2022
Conversational Commerce for eCommerce Business: 4 Things Not To Miss
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[...]
October 3, 2022
Leverage Omnichannel Conversations To Drive Sales During The Holiday Season
When the Covid pandemic hit 2 years ago, more than 74% of the world’s consumers quickly moved to shop online and accelerated the speed of digital transformation across industries. As a result, the retail landscape has shifted with the lines between shopping online and offline blurring dramatically. With the holiday season coming up, a key challenge for merchants is recreating the same excellent customer experience that they experience in-store on their e-commerce storefronts. With online sales expected to peak during the upcoming holiday sales season, merchants are likely to see a sharp uptick in customer enquiries - and providing a positive customer experience for each of these requests across multiple platforms will prove to be crucial for brands looking to[...]
July 1, 2022
7 Winning Strategies for Retail Ecommerce Chatbot
Adobe’s Trust Report 2022: APAC found that amid the rising digital economy, it has become difficult for brands to forge trust with consumers. APAC is home to digitally-savvy consumers that are demanding more from brands. The study found that consumers are constantly looking for personal and valuable experiences, and great content can all deliver a trust dividend– if done well. Missteps can put hard-fought customer loyalty and spending on the line. In fact, it has been reported that leaving consumers with unanswered queries can result in over $2 million in missed revenue per day. This is where conversational commerce (c-commerce) can step in. What is conversational commerce and why does it matter? First, let us understand what this means: The[...]
March 4, 2022
How E-Commerce Chatbot Can Take Your Business To The Next Level
eCommerce chatbot was becoming increasingly relevant for online businesses from the middle of this decade. But when the Pandemic hit, and more than 84% of the world's consumers quickly moved to online shopping, conversational commerce became everything and the retail chatbot is now more important than ever. Retail chatbots help your business by improving the overall online customer experience. They can relentlessly carry on a personalized conversation with your customers, answer every little question they have, and that too at any hour of the day which is never possible with human employees. Today's customers are more demanding of services from their brands than ever before. Therefore, Customer Experience can solely make or break a business. In such a situation you will[...]
September 6, 2021
Increase Brand Loyalty Across Consumer Shopping Journey
Ecommerce retail in 2019 saw $3.5 trillion in sales, globally. In 2020, the US alone saw the highest growth in online retail in nearly two decades. With the evolving world and the continued need for consumers to stay home, these trends are going to continue through 2021 and beyond. We’ve reached an era where ecommerce will continue to grow and the demands of consumers for convenience will continue. Convenience and shopper engagement go hand in hand and brands need to continue to iterate and grow to meet their needs in a highly competitive landscape. Many businesses have taken the steps to modernize their businesses through better online payment methods, online subscriptions to encourage customer retention, review management for their products,[...]
October 25, 2020
The Acceleration of Conversational Commerce adoption in pandemic times (Infographic)
The current times are still fogged with uncertainty and apprehension. Naturally, a global census indicates a shift of over 40% increase of online shopping behavior since the COVID-19 outbreak as we witness brands expedite their plans to optimise the online shopping experience and offerings. Unprecedented as it is, this shift isn’t foreign at all. The rise of social media channels and e-commerce giants, as well as the cohesive nature of both forming an ecosystem of sales cycles, have been around for years. So is chat, from calls to emails to live chat - these have been common features adopted by brands to enhance customer experience. What has changed then? Conversational Commerce, or what’s known as c-commerce, encompasses interactions when people[...]
June 30, 2020
Mobile Sales Comes to “Live”
With safe distancing and crowd control measures implemented in varying degrees across the globe, brands have had to innovate around balancing the adherence to precautionary mandates whilst resuming sales activities. Source: Kia Singapore’s Facebook Page Cycle and Carriage Singapore exemplified this through their first ever Live Stream sales event via Facebook Live and Messenger. Teaming up with homegrown star, Aiken, from Night Owl Cinematics and us at AiChat, they brought the showroom experience to households for 2 models, the Kia Cerato GT Line and the Mitsubishi Outlander. The format was not foreign - Aiken and the respective car brand reps stood in front of a live camera and conversed over the perks of the model and more importantly, the promotion[...]
June 9, 2020
Amidst The Pandemic: 3 Trends in Retail and what lies ahead
Queue lines before you even enter a mall with contact tracing and temperature taking booths, dispersed pockets of merchants back in operation, limited capacity of patrons at any one time - these are but some of the measures that have become common with mall visits these days. The pandemic has undoubtedly impacted business activity at an unprecedented scale globally, with malls and physical retail footfall taking a hit. According to IDC, “growth estimates for global retail in 2020 will be halved from pre-COVID-19 forecasts”. But amidst the safe distancing measures and shopping restrictions, we’ve seen adaptation of consumer behaviors and retailers which point to new norms in the retail space, helmed by emphasis on digitisation efforts. 1. Heightened Curation E-commerce[...]