Imagine walking into a store only to find there’s nobody to greet you and you can’t find anything easily. You have questions about products you’re interested in, but no one is there to answer them. You leave empty-handed. Without conversational commerce, this happens in online retail stores all the time.
More customers are shopping online than offline. That’s no excuse for skipping out on quality customer service. Learn how to take your customer service digital with conversational commerce.
Bonus: Learn how to sell more products on social media with our free Social Commerce 101 guide. Delight your customers and improve conversion rates.
What is conversational commerce?
Conversational commerce (or social commerce, or conversational marketing) uses conversation to better serve customers. Conversational commerce takes your customer service digital. It makes it possible to talk to thousands of potential customers at once.
These conversations happen anywhere customers are: social media, messenger apps, and your website. Conversations happen with live customer service agents, chatbots, or both.
Why is conversational commerce important?
Conversational commerce makes shopping online easier, more fun, and more personal for customers.
You don’t need to be the fastest talker in the west to join the conversation. Many brands are using these tools to talk to more customers online:
Conversational AI chatbots
An AI chatbot is a robot customer service agent. Yes. We are living in the future.
Through automation, a chatbot allows customers to connect with a brand instantly.
When people think of personalized service, a friendly robot may not come to mind. But, chatbots like Heyday, use machine learning to give personal responses to customers. These responses become more accurate and effective over time. Like a real agent, an AI conversational chatbot remembers its customers.
Chatbots like Heyday can also answer all the FAQs coming in, saving your team valuable time and resources.
Customers are deciding what to buy before visiting a company’s website. People use social messaging apps more like search engines. More questions are coming through a company’s Facebook Messenger or WhatsApp. Make sure someone, or something, is there to answer them!
Here are our top six ways conversational commerce delivers this experience.
1. Give 24/7 customer support
It’s called instant messaging for a reason. Customers want answers to their questions right away. Offering a high level of 24/7 customer support is impossible without it.
Through chatbots, businesses can respond to customers faster. Chatbots can also answer common questions right away. Or, give customers the option to schedule a call with a live agent when they are available.
2. Drive sales through chats and relationships
Customers reaching out via messenger or chat provide valuable information. Chatbots or live agents can suggest products based on the customer’s needs.
For example, the Canadian brand Dynamite uses a Heyday chatbot on their website. If a customer is looking for a red sweater, the chatbot serves up different products for the customer.They can even buy within the chat!
Customers now have the ability to shop all around the world. Many companies miss out on the opportunity to engage customers who don’t speak the same language.
A multilingual chatbot breaks down language barriers. Answer FAQs in other languages without hiring a whole new team.
You can use AI to answer questions and perform simple tasks in a customer’s preferred language. For example, Merci Handy serves customers in both French and English using Heyday’s chatbot. No live agent or translator necessary.
Heyday by Hootsuite is a conversational commerce platform. Heyday uses machine learning to automate up to 80% of the most common customer interactions.
Heyday also manages live customer service on the same platform. It’s a smart chatbot that can manage FAQs, is multilingual and will connect the customer to a live agent when necessary.
Heyday integrates with the top ecommerce platforms like Shopify. You can be set up in as little as 10-minutes!
As far as free tools go, Facebook Messenger has recently added a lot of new chatbot tools for businesses to use. Messenger is the most common chat app in North America. The number of messages sent to businesses on Facebook has doubled in the past year.
Facebook Messenger is the first place customers look to learn more. Facebook messenger has automations for businesses to respond to common questions. It also helps organize messages from Facebook and Instagram channels into one dashboard.
Note that Facebook Messenger doesn’t integrate with other platforms or your website.
To help manage the conversations within Facebook Messenger, try Hootsuite. Hootsuite is a social media marketing and management tool. It allows you to easily manage all incoming messages across platforms.
LiveChat is an all-in-one live chat platform for your customer service team. The platform organizes all your customer interactions with live agents.
LiveChat will automatically segment visitors to your website based on what they do on your site, so you can better meet customer needs. It can also anticipate questions as customers are typing to help your team respond faster.
Drift is another option for a live chat platform. It connects real sales reps with customers on your website and is quickly becoming a popular choice.
It has a few automated chat features. People can connect with live agents right away, or book appointments. Drift has beautiful dashboards and many live chat features. It can be a great tool to build simple chatbots.
Engati is a rising star in the chat bot world. It’s a simple option for those getting started in conversational commerce. Engati’s main selling feature is its intuitive chatbot builder. It allows you to automate simple chats on your website and messaging apps like WhatsApp.
Start automating your customer service. Provide a simple easy-to-use platform for your customer service team with Heyday.