How to personalize correctly with conversational commerce

Although 63% of consumers want personalized recommendations, only 22% are satisfied with the level of customization they now receive.
Marketers want customers to be enthusiastic about the brand, so they turn to focus on providing experiences that engage with them and this comes in the form of conversational commerce.

The combination of chatting services, artificial intelligence, and online retail is what is referred to as conversational commerce. Instead of requesting clients to install a mobile application, this technology enables marketers to communicate with them via their present and favored messaging services, such as SMS and Facebook Messenger.

What conversational commerce can offer brands and retailers is the ability to have their finest customer support rep stand beside the showroom floor to explain their goods to prospective consumers as well as the opportunity to speak with a prospective customer individually as they are considering their upcoming purchase and the capability to verify that a customer bought their product. The impact of this capability is much larger when taking into account that in conversational commerce brands can do so across all physical and digital channels.

Messaging is not only adaptable, but it is also a highly successful communication strategy that customers respond to. More than 58% of shoppers prefer texting to taking a call, and more than 55% prefer texting to emailing. As a company, the objective should be to make the process of purchasing the goods as straightforward and frictionless as possible.

The retailer’s path is no longer straight, most customers follow a complex path across several channels before acquiring goods, and brands must interact with them at every step of the way. There are ample opportunities for companies to use technology to engage with shoppers. It’s time to begin customizing buyer discussions at every stage of the buying process.