How Can Conversational Commerce Drive Sales, Loyalty And Customer Satisfaction

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As businesses continue to evolve in the wake of the pandemic, a flurry of changes is also disrupting the customer communication landscape. 

Instead of the one-to-many ‘broadcasts’, new tools and technologies are now leveraged to determine how to reach your customers effectively to grow engagement and optimise outcomes. This is also a critical cog in building a seamless and personalised customer experience, which can drive sales and profitability. 

To understand how strengthening customer communication throughout the sales funnel can help when trust in businesses is on the decline, Inc42 and Messagebird, a cloud communication platform, recently held a masterclass titled How Can Conversational Commerce Drive Sales, Loyalty And Customer Satisfaction. 

Conducted by Pradeep Gangawane, head of solutions at MessageBird India, and Deven Kothari, India lead, Google Business Messages, the masterclass brought to the fore many critical areas, including:

• Understanding the 6C’s of customer engagement framework – Customer, Communications, Conversations, Commerce, Customer service, Customer satisfaction
• How smart communication tools drive business results and help brands scale
• Implementing chatbots for seamless customer journeys
• Building a unified and integrated communication platform in a mobile-first world

Conversational Commerce: A Playbook To Connect With Customers Across Various Funnels To Drive Sales

With the rapid rise in messaging apps and voice assistants, consumers today are more accustomed to quick and fruitful information exchanges whenever required. More than 70% of customers expect conversational experiences when they engage with brands. Again, more than 79% prefer live chat for real-time responses. It further proves that conversational commerce has emerged as a vital building block of business success. 

In simple terms, conversational commerce is about opening a meaningful dialogue between businesses and prospects and interacting with the latter at every step of the journey. 

With the help of live chat and chatbots, messaging apps and voice assistants, brands today need to build a robust communication platform that fulfils their customers’ requirements and gives them a competitive edge over others. 

“Businesses today have realised that an efficient conversation design, which aligns with the organisation’s business process, can create a first-class customer experience, nudging the user towards the conversational commerce [mode],’’ explained Gangawane of MessageBird India. 

In fact, when done right, conversational commerce delights customers and enables more purchases. 

Tune in to this masterclass to know how smart communication tools can help businesses drive results and achieve scale.