What is conversational commerce and how can you apply it to increase business sales?

This has not always been the case, but with the arrival of the pandemic, it has been shown that humans need to feel connected to each other. For this reason, many online stores use chatbots or artificial intelligence to automatically interact with their customers, using specialized customer service tools and developing digital strategies based on this new sales method.

It is thanks to all these new market trends and this new reality offered by the pandemic that conversational commerce is created. Through this approach, companies can evaluate and consider their customers as individuals. Treating them as if they had just entered a physical store.

In this article we will explain what conversational commerce is, how you can use it for the benefit of your online business, and how to apply it to increase business sales.

What’s conversational commerce?

Conversational commerce means any type of real-time conversation that occurs between brands and customers via messaging apps , via chatbots, artificial intelligence, or real people in order to sell or buy. This undoubtedly improves the interaction and strengthens trust between the customer and the company, thus allowing fluidity in the buying and selling process.

Conversational commerce isn’t just about customer support, chatbots, and artificial intelligence, it’s about informing customers about the status of their orders, how the purchase process works, discounts, errors or updates on their purchase. Customers will greatly appreciate the ability to communicate with your brand when they need it. Today, 66% of consumers feel safer to buy something if the company uses messaging apps like Facebook or WhatsApp to communicate and process orders.

How to apply conversational commerce in your business?

Applying conversational commerce in your business is an art, and has several steps. First of all, people usually communicate via a button or CTA. They can also use links posted on websites or messaging apps like Instagram. For this reason, you need to take into account that with a good marketing strategy, these CTAs usually perform well.

What happens next depends on the company, but chatbots are very much in vogue today. This means that after customers click a communication button, they will immediately get in touch with a chatbot or customer service agent. It should be noted that people today prefer a human assistance rather than an artificial one. And this is where your company’s conversational commerce towards the customer begins.

A good strategy would be to combine human and bot interaction , creating automatic routing that redirects the customer exactly where they need to go, a great example is Callbell. Artificial intelligence and bots are generally used by large companies that need to maintain the same quality of customer service across all channels.

Chatbots are predictable and convenient, but they are also limited and dangerous. The key to conversational commerce and its benefits are mostly associated with human interaction and the differences it brings when it comes to closing a sale and making meaningful connections with customers.

What is the best tool to apply conversational commerce?

The best tool for applying conversational trading is Callbell . This is undoubtedly because it combines the best of artificial assistance such as automated routing and human interaction. Satisfy the advantages of being able to connect multiple communication channels to a single platform such as WhatsApp, Facebook, Instagram and Telegram. In  this way you can serve your customers efficiently and effectively with all the agents you need.

Additionally, Callbell provides sales tools so you can improve lead flow and quality. As well as the quality of the service provided by all your collaborators to customers. If you want to know how Callbell works, click here.