Conversational Commerce

This is a new language for the CIOs. Conversation commerce, if done right, has the potential to help cut costs while simultaneously boosting customer satisfaction

- KT Prasad

“Alexa, schedule a meeting with Tim at 10 am tomorrow.”

“Alexa, which is the nearest barbeque restaurant?”

If you are somewhat tech-savvy, Alexa needs no introduction. If you have not yet been introduced to Alexa, please meet the smart voice-activated assistant, and example of the new era of conversational commerce.

Conversational commerce is fast becoming an easy and convenient way to make a purchase or sign up for a service using a brand’s own chatbot, and as a result is helping brands transform the buying experience for their customers. Therefore, it is paramount for CIOs to sit up and take stock of the ‘new, next big thing’.

As new technologies emerge, customer expectations also change. Brand trust is first established during the buying experience, and in the decline of face-to-face selling today, it is crucial for organizations to adopt solutions that continue to provide customers with the experience they have come to expect.

According to a recent IBM study, 70 per cent of consumers now prefer messaging over calling a customer service agent. In fact, tech evangelists predict that soon, mobile messaging apps like WhatsApp will receive more requests for customer support than call centers and social media.