So what is conversational commerce exactly?
I have read about this topic extensively, I have lived it, breathed it, sold it and helped to fine tune it for the last 2 years. While my opinion is not the only one, there are many, it is honest, well experienced!
Simply put, chat is your most in demand, live, ubiquitous and FREE communication platform available globally. The numbers far outweigh e-mail, voice or even video as an immediate 2-way communication channel between a customer and a business.
The chances that you are going to get an engaged customer on the end of a telephone line in 2018 are slim. Unless off course you have warmed them up on-line first and the fact that you have their details to call you is because they submitted them on-line and gave permission. Why not reach out to them where they met you?
If that’s a phone call then excellent, but the ability to help a customer telephonically from beginning to end with 1 agent is hard, and the software that allows you to achieve this is very expensive. So why not chat?
From a cost ROI perspective you can’t even begin to compare voice with chat, suffice it to say you will save plenty. Get in touch, we will show you how.
e-mail is “I’ll get to it when I can” and we as users have very little control over who sends us e-mail and who doesn’t. Not to mention that in an e-mail world, corporate and other spam filters make the delivery of your message complicated and high risk of no delivery.
SMS is restricted to 160 Characters, but mostly its limitation is it’s cost to the end-user or the consumer, this does not encourage a one on one 2-way conversation developing between your company and your customer.
Wether those applications are in the future POPI compliant or not is a whole new discussion.
Short of paying the licence fees for 3rd party applications like Microsoft etc for all users connecting to your network, the only other option that is viable from a cost perspective in scaling is a Native App, developed for your specific requirements, with the necessary authentication steps and security developed into the application to make everyone feel comfortable, including the compliance bodies out there that reasonable steps have been taken to ensure information, specifically sensitive information, has been secured between the end-user device and the place where the data is stored.
But starting this journey on 3rd party apps or social media based messenger apps is a good strategy, and could well end up being the only platform that your customer’s end up using to chat to you, but chat they will.
The point is, you need to make provision for the various flavors of chat app that are out there, so that you can meet your customers where they are.
If you havent already, it would be a wise investment to start doing your due diligence on what Chat Aggregation Platforms are available as a Paas/ or Saas offering, and giving them a spin.
Or you can have a look at the comparison page I have compiled for your benefit over here.
Welcome to the Chat….