Three years ago Uber’s Chris Messina had used a term called ‘conversational commerce’. Ever since the phrase came to light, it has been adopted as one of the most effective ways of inter and intra-brand communication.
Well, simply said, conversational commerce literally means the process of interaction of various brands and businesses through digital media. The digital media include Facebook Messenger, WhatsApp, WeChat among others. Also, Amazon’s highly trendy Echo product interacts with various brands through the means of voice technology.
Features of Conversational Commerce
- Needless to say, you would always prefer to directly confront the particular brand about the glitches you are facing while scrolling down model papers!
- For instance, through the help of conversational commerce, you can literally chat with company representatives, send recommendations, pore over reviews from any Tom, Dick, and Harry, and grab the latest gizmo!
- Chatbots – ever heard of those? – are used in order to automate customer service messages. Chatbots are one of the most relevant means today to provide you with the perfect conduit to vent your heart out.
- Apart from that, companies can through conversational commerce send necessary notifications (the pop-ups, you know!), untangle your service glitches, offer recommendations and, above all, interface with you.
- Another very popular medium for conversational commerce would undoubtedly be Facebook Messenger. And why not? Various brands and businesses make use of it in order to notify you on issues (the pop-ups again!) such as shipping notification, delivery news etc.
Will Conversational Commerce survive 2018 and Beyond?
Putting a finger to the wind, it may be said that in the year 2018, conversational commerce is tipped to score high. According to the latest analysis by research firm Jupiter, over 94 trillion digital messages were sent in the year 2015. Interestingly enough, most of the messages were sent in the form of emails. However, with the advent of messaging apps, emails are likely to put up with a frown.
Analyses have thrown up some rib-tickling figures. According to studies conducted by eMarketer, over 1.5 billion consumers used messaging apps in the year 2015. And there is more: the number is most likely to hit two billion by this year.
Has Conversational Commerce tweaked the Eden on Consumers?
Needless to say, it is a pretty clear equation that you would naturally prefer quicker and shorter ways to whet your necessities and your wild consumer instincts, right? Messenger apps have opened a plethora of possibilities for that. Most noted for its simplicity, a messenger app is the best choice for you. It is interesting to note that various companies are now shaking hands with other brands in order to ensure simplicity and efficiency.
For instance, Facebook Messenger has bonded with Uber to enable you to order an Uber cab while yet cracking it up with your half. Also, the voice giant, Amazon Echo has partnered with Capital One so that you can pinch on various bank details and even churn out bucks through Echo itself. So here it is: conversational commerce has been a boon for both brands and customers. Going by the various research studies, it is highly likely that conversational commerce would only grow in the near future. And the future is not far!