Well-executed conversational commerce feels like an organic exchange between a customer and a friendly, helpful service or sales rep. When it’s not? It can feel clunky and overly automated. Here’s how to avoid common pitfalls and make sure your strategy is a success:
Every interaction should feel human: When customers have a pressing question, they want to know who — or what — they’re talking to. Although chatbots are an excellent solution for some inquiries, there are still those that require a human touch. Be transparent with shoppers — let them know when they’re talking to a chatbot, and make it easy to request to speak with a human when necessary.
Consider omni-channel experiences: The customer journey afghanistan phone number list is no longer a linear path. Shoppers visit multiple channels — like your website, apps, and social media — to research and browse your products. Depending on the situation, 71% of customers Opens in a new windowprefer using different channels to shop. That means it’s important to ensure seamless, omni-channel conversational commerce at every touchpoint. It should be just as easy for a shopper to chat with a rep or a bot on desktop as it is on mobile. And a conversation that’s started on one channel should easily carry over to another, so your customers don’t have to re-explain themselves or ask the same question multiple times.