The Chatbot Revolution in Digital Commerce

November 08, 2018

By Kirsten Oelrich

Mobile technology has evolved tremendously in recent years. There has been rapid progress worldwide in artificial intelligence, natural language processing (NLP), and text messaging applications. Now that smartphone communication has shifted from voice to text and images, consumers find messaging as an efficient channel to pass on information and complete tasks. Messaging has also become a socially acceptable form of interaction. People prefer to chat rather than make phone calls or personal contact. By the end of 2019, more than a quarter of the world will be using messaging apps.

The introduction of chatbots has made services better, be it over the desktop or mobile devices, as it has the ability to hold an engaging conversation with a human. At first people were skeptical about using chatbots and were completely unaware of its features. But now they fully trust and chatbots for their assistance. It has strengthened the relationship between the brand and the customer, by bringing them closer through this technology.

It is the growing need for businesses to adopt responsive customer care techniques. According to a report, 39% of digital businesses use SMS, 37% use push notifications and 8% use interactive push notifications. Most of the businesses around the globe are implementing chatbots to enhance the customer experience and there is a good reason behind it. Chatbots can simulate conversations with people, answer queries, and execute specific task requests. They are also pocket friendly, available 24/7, provide quick and effective responses, serve multiple clients at once, and launch and update automatically. All this is possible as they are automated programs, using AI technology and NLP to understand your request and respond to it accordingly. Now they have the ability to adapt themselves to the customer through the Machine Learning (ML) process.

It is observed that some B2C businesses are finding it difficult to keep up with the latest technology, especially when it comes to mobile commerce. They use instant messaging and chatbots to their advantage for engaging customers in a more conversational way. Customers send approximately 370 billion texts through various channels. Businesses are struggling to find new and effective ways to engage with customers using these channels.

Marketers must address some fundamental questions − How can chatbots help increase m-commerce revenue? Can chatbots help enhance the overall customer experience? How to optimize mobile customer engage and messaging? The list of questions is endless.

Here’s how you can help improve your business by implementing chatbots:

Engage with your Customer

It is imperative to communicate and know your customer. Messaging is one way to acquire the information needed to assist them. You should also understand their needs and deliver the right information at the right time. There is no point in simply giving them a variety of services and expect them to use it without any assistance. According to a survey, 71% of people use chatbots to solve their problems fast, 56% prefer to message rather than call customer care, and 53 % of people shop with businesses they can message. Customers need a quick response to their queries and so chatbots are there to cater to them. Implementing chatbots to your business and marketing strategy can help anticipate the customer’s needs and proactively message them. This enhances customer experience.

Upgrade and Transform the State of Mobile Commerce

Mobile commerce has been in a stagnant state for a while. Consumers prefer using mobile phones instead of computers, increasing the need to make your business website mobile friendly. You must implement chatbots in your business, as it will improve customer experience. To know about the customer’s preferences, a huge amount of data is generated by various consumer touch points, giving them an omni channel customer experience, as they are all analyzed by chatbots. Usage of AI will not only improve customer interactions, but also protect you and your customer from fraud and also enable image searches.

Create Mobile Only Personalized Experiences

Customers have short attention spans and are easily distracted by text messages and notifications. You can assist them in making purchases using chatbots. You need to strategize by personalizing product recommendations that are based on the traffic source. Personalize free shipping messages and promotions for Visitor’s location. The chatbot will help customers browse and shop conversationally. Many businesses have also linked up with social networking sites to promote their services and promote special offers.

Get Ready to use Chatbots

Chatbots are an asset to your business by improving information distribution, customer care, commerce, and marketing. Chatbots engage with customers in an authentic way and are available for to the customer 24/7. It is an excellent tool to help process a large number of requests in a short period of time. The maintenance cost for chatbots is low, allowing companies to save and manage money. It also helps in saving time and resources. All this is possible as it exhibits natural language and understanding which is essential for authentic customer engagement. You also need to keep the language simple and precise, depending on your customer. Including this in your digital strategy and will give you amazing benefits.

Brands that have a good mobile strategy have a great advantage over their competitors. Chatbots help drive mobile commerce and help your brand capitalize on the growing revenue.

Currently new features are being implemented and chatbots are becoming more and more realistic, as voice commands and visual impacts are being added. The number of chatbots in the market is on a rise, the faster you implement it in your mobile commerce strategy the better it is for your growing business.

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TA Digital is an innovative digital transformation agency, specializing in delivering digital experience, commerce, and marketing solutions. For nearly two decades, we have been helping traditional businesses transform and create dynamic digital cultures through disruptive strategies and agile deployment of innovative solutions. We are known as a global leader in the digital technology industry for helping marketing leaders achieve their revenue targets, create profitable, omni-channel customer and commerce experiences. TA Digital has high-level strategic partnerships with digital technology companies AdobeMicrosoftSitecoreAcquiaMarketoSAP HybrisElastic Path, IBM Watson Marketing, Coveo and Episerver. The company was named on 2013, 2014, 2015 Inc. 5000 list as one of the fastest-growing technology companies in the United States.