Much of the internet is based on communication. Social media, email, forums, comment sections – they�re all based on talking and discussion.
One area that wasn�t always so conversation-driven is E-commerce. Much of the industry operated on a demand-supply basis. Often, communication within eCommerce was only used by customers if there was a problem with their order.
But in recent years, this has completely changed. The conversation has become a key part of the customer journey, mainly due to the new tech that�s driven it such as Voice Assistants – such as Alexa, and Google Home – and customer service channels such as Live Chat and Chatbots.
Voice Assistants have become hugely popular – so much so, that by 2025 there�s expected to be more of them than humans! It�s not surprising considering they allow consumers to purchase easily by simply speaking. This in turn has made ecommerce, and SEO for ecommerce sites, much more speech-focused. Optimizing a website for how consumers are asking or speaking about a product is now essential for eCommerce businesses.
Live Chat and Chatbots have enabled consumers to have direct communication with a company�s customer service team, opening a world of assistance beyond complaints. Asking for product availability or deals, and checking an order status are just a couple of new ways these channels are being used.
They also help a company to build a friendly and personalised relationship with their customers, increasing their loyalty. For some businesses, it can be the advantage they need over their competitors. It�s been shown that even one response from a Live Chat agent can increase the likelihood of a customer purchasing by 50%.
For more information, stats and trends around Conversational Commerce, see Website Builder Expert�s new infographic below:
