Editor’s note: This is a guest post by Sophorn Chhay, marketing guy at Trumpia.
As you know technology and communication trends are constantly changing and evolving. And the latest term to be bandied about is conversational commerce. But exactly what is conversational commerce and what does it mean for you and your business? Well, that’s what a lot of people have been asking; therefore, I’m going to go over the basics with you and show you how it can help your bottom line.
What Is Conversational Commerce?
Conversational commerce is a term that’s being used as the next great piece of technology for communications and it’s driven by messaging and voice interactions via a chatbot. It’s where messaging apps and shopping meet. Conversational commerce via messaging apps allow customers to chat with companies, get customer support, ask questions, receive personalized recommendations, read reviews and make a purchase all within any given messaging app.
What Are Messaging Apps?
Messaging apps are software that allows messages to be sent and received. This could be via email software, a texting app that’s built into a smartphone or any other third-party app that is being used. Some examples of messaging apps are: Facebook Messenger, Twitter DM and WhatsApp, etc.
Why Would a Business Want To Use a Messaging App?
Messaging apps are the preferred method of engagement for three billion global smartphone users; therefore, brands need to make sure they are present on those platforms. Messaging encourages individual consumer engagement and nurtures relationships across the entire customer journey. And since customers are relying more and more on messaging apps for just about everything from personal organization and research, to business functions, to commerce, as a business owner, you need to get on board or your business will be left behind.
Can Chatbots Really Replace Human Interactions?
Yes, they can and they have. A chatbot can offer the same assistance as a human in many cases. And, if a business utilizes this technology properly and a sensitive situation arises, a chatbot can hand-off the conversation to a human agent who can then provide human interaction when necessary. So whatever the customer issue may be it’s never compromised.
Is SMS Messaging Still A Viable Customer Engagement Option?
SMS messaging is still alive and well. In fact, even though many people are using messaging apps, text messages are still very prevalent and most people who receive a text message open it as soon as they receive it.
Therefore, you can’t go wrong by including text messaging a part of your marketing strategy. However, you should definitely not ignore the popularity of messaging apps for your business. The combination of SMS texts, email and messaging apps is a powerful marketing combo that can help drive more customers and and increase your sales.
Are Mobile Payments Safe?
Well, yes and no. However, 45% of all consumers wish their mobile payment services were more secure. So with SMS texts, messaging apps and mobile payment options being in such demand, how can consumers feel more secure about making payments from their mobile devices? They can do so by only making purchases from companies who offer secure online payments. There are companies out there who provide services for secure online payments. Therefore, as a business, it would be worth your time to learn more about these services and consider implementing one as your preferred payment option.
The Bottom Line
As you can see, because of messaging apps, conversational commerce makes it easier for consumers to not have to skip back and forth between texts and websites to do research, gather information and make their purchases. They can now do everything all in one place, which shortens the steps required between the customer and the purchase.
If you would like more information about a service that offers secure online payment solutions, please contact us today and let us show you how our system works to protect you and your customers from harm.
Author bio: Sophorn Chhay is the marketing guy at Trumpia, a mobile content delivery service that allows users to customize their one-to-one marketing efforts by interconnecting and optimizing all digital platforms. Follow Sophorn on Twitter(@Trumpia), LinkedIn, Facebook and Google+.