Does chat commerce convert higher than an e-commerce site?

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San Francisco United States
Dean.it
Kudos: 69
Joined: Oct 3, 2016
Does chat commerce convert higher than an e-commerce site?
6 Oct 2016
Hello community,

Many sellers ask me if they should adopt chat commerce to their day to day business activities and use it as a channel to reach and increase sales.

Conversational commerce, which I will refer to as CC from now on, is the use of chat applications by businesses to reach customers and convert sales. Today with chat platforms being the most downloaded and used applications in the world and chat BOTS being the topic of the year, CC is an inevitable development that most businesses will want to utilise. But the question is, does it really convert higher than a traditional e-commerce website?

Think of it this way, people want to talk to other people. It's in our nature. When it comes to commerce, buyers want to talk to sellers. Whether they want to ask about quality, material, color, return policies or even ask for the seller's opinion, buyers feel secure knowing that there is someone on the other end assuring them. On the other hand most sellers want to talk to their buyers. Having the ability to physically drive a sale is power. Sellers get the chance to up-sell, give special discounts and most importantly improve their customer relationships (oh & less abandoned carts!). So if done properly, CC will directly and positively affect sales and is win-win across the board.

That being said however, there are a couple of things a seller must keep in mind. Until the CC market develops and chat BOTS become smarter, there is a significant amount of effort and time that the seller needs to put in. Creating a proper CRM, enabling online payment through chat, arranging shipping are amongst some of the basic annoyances that come with CC. Lets not forget that these chat platforms were never designed for business.

So if you are wondering if you should start considering CC as a business channel, you should trust that sooner or later every business will have to be be available on chat to be able to compete. If you want to have that competitive advantage, join the wave of adopters.

I hope this short article answers some of your questions.
Feel free to comment below, PM me or even email me at saad@zbooni.com if you have any more questions and I will be happy to answer and help out!

[Last edited: 6 Oct 2016]
Philippines Philippines
Yeongwonhi
Kudos: 88
Joined: Oct 13, 2016
Re: Does chat commerce convert higher than an e-commerce sit
2 Dec 2016
Hey Dean, great one. Honestly my first time to hear about chat commerce and I am keen to learn more.
Herts, England United Kingdom
Andy
Kudos: 11,777
Joined: Jan 1, 2001
Re: Does chat commerce convert higher than an e-commerce sit
2 Dec 2016

Yeongwonhi wrote:

Hey Dean, great one. Honestly my first time to hear about chat commerce and I am keen to learn more.
This is the third time you have posted that it is your first time to hear about chat commerce. I suggest you go to your doctor for a checkup as you seem to have amnesia.
Andy Geldman, Web Retailer
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Midlothian, VA United States
Jax Music Supply
Kudos: 2,431
Joined: May 25, 2009
Re: Does chat commerce convert higher than an e-commerce sit
6 Dec 2016
@Andy

ROFL!
Herts, England United Kingdom
Andy
Kudos: 11,777
Joined: Jan 1, 2001
Re: Does chat commerce convert higher than an e-commerce sit
6 Dec 2016
I'm here all week folks
Andy Geldman, Web Retailer
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Nottingham United Kingdom
Bigian13
Kudos: 2,542
Joined: Feb 21, 2014
Re: Does chat commerce convert higher than an e-commerce sit
7 Dec 2016
@Andy

Oh no, he is no longer a member.

I was looking forward to the next post that included those immortal lines.

Keep it up Andy
E-commerce , love it or hate it, that's why we are here
Herts, England United Kingdom
Andy
Kudos: 11,777
Joined: Jan 1, 2001
Re: Does chat commerce convert higher than an e-commerce sit
8 Dec 2016
There are two new posts on "chat commerce" just today so our friend Yeongwonhi has sadly missed two more opportunities to have a Groundhog Day.

www.webretailer.com/forum/7299...ation-e-commerce-for-sales.asp

The other one (from the same poster) will be deleted as a duplicate.
Andy Geldman, Web Retailer
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Nottingham United Kingdom
Bigian13
Kudos: 2,542
Joined: Feb 21, 2014
Re: Does chat commerce convert higher than an e-commerce sit
14 Dec 2016
@Andy

Okay, chat commerce and chat bots seem to be used more and more (although in my opinion are pants), but what I love about them, and this is very childish, is when you type in something like 'my poo is blue and smells of you'. If it then comes back with the usual 'I am very sorry about that, let me look into that for you' reply or similar you know that it can create laughter for all the staff for ages if done correctly.

We were once entertained for nearly an hour thanks to a chat bot chat cast and our very childish entries. These were interspersed by a CS agent who did see the funny side and actually left us alone with our bot at times to continue the fun. I am not going to say which website we used, as it is a challenge to find the right one, but when you do it is really worth it.

[Last edited: 14 Dec 2016]
E-commerce , love it or hate it, that's why we are here
United States United States
toddlisting
Kudos: 54
Joined: Jan 5, 2017
Re: Does chat commerce convert higher than an e-commerce sit
5 Jan 2017
Yes, they do!
Enabling chat in one or more of the following use-cases, depending on the product category, will greatly enhance customer retention and lifetime value:
– Buyer-friend chat: buyer chats with their friends
– Buyer-expert chat: buyer chats with a product expert
– Buyer-buyer chat: buyer chats with other buyers of the same product

Chat directly addresses these consumer needs. Chat addresses the human factors that go into making a purchase decision.
Chat can deliver higher conversion rates, customer satisfaction and lifetime value. If you’re working in ecommerce and aren’t looking at chat, it may be too late already.
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