![]() ![]() Technology has been able to provide on-demand services via messaging and chatbots that tackle the latter, but the former has been more elusive. An old survey by PWC looked at customer experience and “Friendly Service” ranked alongside “Efficiency” and “Convenience”. While many areas consumer interactions solely need a transactional nature, many brands are looking for additional customer experience and build solid consumer relationships. In the early days of conversational commerce, the majority of the focus had been transactional in nature: answer a question, complete a sale, complete an action. We’ve seen integration of messaging through the full funnel from marketing to sales to onboarding. Call centers have seen their inbound call burden shift to messaging apps, then further reduced through the implementation of chatbots. Call centers were created to provide customer support, telemarketing (sadly) was created to drive transactions, and recently chatbots on websites will help users navigate through a product FAQ section or even basic trouble shooting.įast forward to today and technology is getting significantly smarter at enabling business to address all of these interactions in new ways. Industries have been created in order to support these interactions. There are long established channels for customer support, for recommendations, to ask questions, or to complete a transaction. Conversations between a merchant and a company is not new, however. ![]() Conversational commerce has seen a variety of iterations since the term was coined in 2015. ![]()
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