Voice and tone are critical aspects of conversational commerce. This is often what makes the difference between an experience that feels human and one that feels robotic and stiff. Train your chatbots and concierges on your company’s branding guidelines, top-performing content, and key messaging. This will ensure that any AI-powered conversations maintain a consistent communication style and align with your brand’s voice. This is especially crucial when you consider that consumers’ top frustration with organizations is disconnected experiences, and 55% of customers feel like they’re communicating with separate departments rather than one company.
Communication enhances the entire customer journey
Conversational commerce isn’t just about sending afghanistan phone number list quick, automated answers when customers ask about your return policy or want to know where their order is, although that’s certainly part of it. Ongoing, meaningful communication with customers is key to building relationships at every stage of the shopping process. Here are key moments to consider as you implement a conversational commerce strategy:
Product discovery: As customer expectations rise and AI evolves, shoppers are beginning to ask increasingly complex questions and expect more from conversational commerce in the answers they receive. Intelligent solutions can handle more than just simple inquiries like, “What’s your return policy?” or “Where’s my order?” Now, shoppers can ask questions like, “Can you help me plan outfits for an upcoming trip I’m taking to Tulum? I’ll be there for seven days and the weather will be 75 degrees. I don’t like wearing crop tops.” Thanks to large language models and natural language processing, chatbots can now act as personal shopping assistants, helping customers discover products in a fresh, delightful way.