CONVERSATIONAL COMMERCE, ENHANCED CUSTOMER SERVICE
Unlike an in-store shopping experience, the visitor to an e-commerce site is on his own. It is up to them to do all the necessary research to find the information that meets their needs. This is often a long and sometimes tedious process that can lead them to abandon the configuration of their product for example.
Moreover, the absence of advice during the purchasing act can lead to a loss of up to 70% of commercial opportunities. This can represent 10% less turnover per year.
This is where conversational commerce comes in, and in particular conversational assistants, also called chatbots. The conversational agent will thus be able to fulfil the missions of a real online customer advisor:
- Answer buyers’ questions about the product: it advises and guides them through the product rangeAnswering visitors’ questions about ordering and delivery conditions: it reassures them before the act of buying and thus limits abandonment during the purchasing processHelping with product configuration: assisting with the handling and use of the visual product configurator or 3D demonstrator