As if technology wasn’t demanding enough, brands now need to be wherever customers are. With digital channels making it increasingly challenging for businesses to connect with their customers in moments that matter, more businesses have started to move away from third-party social feeds and automated chatbots to a more conversational commerce experience that supports individual interactions.
While it may sound like a buzzword, this on-demand concept has been around for quite some time. Smart business owners have started to take advantage of expert interfaces, across various channels, to improve the consumer’s journey and guarantee better brand satisfaction. And, unlike simple, standardized chatbots, conversational commerce is making it easier for shoppers to communicate specific needs.
For example, shoppers who work full-time do not always have the time to physically visit the store to purchase a specific item. In these moments, brands have made it easier for their customers to directly engage with them over live chat, to inquire about a specific purchase, place orders, and collect.
The frustration with automated chatbots is that their responses are standardized. They only respond to specific FAQs such as trading hours, return policies and specials. This is certainly beneficial for people who are asking those types of questions, but for businesses to accommodate consumers who are looking for an intelligent conversation with an expert, they will need to adopt a conversational commerce approach with omnichannel solutions to improve the customer experience.
Switching from a multi-channel to an omnichannel is essential for consistent customer experience across various touchpoints. Not only does omnichannel manage sales in multiple channels, but it integrates channels together to enhance the entire brand experience for both employees and customers.
Although real-time messaging is essential for commerce success, what matters more is how the customer receives it. If your business provides automated, humanized communication channels, it will help customers achieve exactly what they want: to be everywhere and anywhere at the same time.
Here are five benefits of omnichannel customer experiences for businesses:
If businesses want to be more connected with their customers, from product to location, they will require a flexible management solution where data is the foundation of it. Have a look at Clickatell Touch which makes use of machine learning technology to help customers find solutions they’re looking for themselves in a personalized, immediate and intuitive manner.