It’s no secret that your customers want a tailored and, above all, convenient shopping experience. To achieve this, many online retailers rely on personalization. But there’s another solution that’s relatively new to e-commerce, but can be very effective: Conversational commerce – the icing on the cake. Combine those two and you’ll get a real game changer for your business.
So you’re wondering why conversational commerce and personalization should be the unbeatable combination for your e-commerce business? We’ll show you!
Engage in dialogue with your customers
Guided Selling has proven to be an effective way to improve the user experience. This is mainly due to the fact that users are given a helping hand in their search. Gone are the days of endless scrolling and searching. The user is guided through the decision-making process with valuable advice, almost like in a brick-and-mortar store. This advice can be provided by chatbots, for example. In the past, they were not always held in high regard – conversations with the digital advisor were too static. But they have evolved over time and, thanks to the use of AI, are no longer just automated question-and-answer games. On the contrary, you can use chatbots to recreate human-like dialogues that make your customers feel like they’re texting with a real person who understands their needs. Whether it’s complicated questions like how to create a hair or skin care routine, product recommendations like the right gaming computer, or even simpler things like the status of an order, with the right chatbot all these questions can be answered in no time. Your customer service is relieved of recurring requests, can focus more on handling complex cases and your customer gets 24/7 service.
If you want to avoid annoyance, it is still important to make it clear to your customers that the chatbot is not a real person. If the chatbot isn’t able to help, it’s a good idea to display your customer service contact details prominently or – if available – connect to a chat with a real service agent. That way, visitors to your online store won’t leave the site in a huff, but will still find an answer to their question.
How to create truly memorable experiences
Giving your customers good advice isn’t enough and you want to make their shopping experience special? Then combine your chatbots with personalisation. All you need is well-maintained customer data. But that’s not a problem at all, because it can be enriched thanks to the chatbot. By talking to a customer, you can gather valuable data that can be used to personalize your online store, given the required consent. You can then present them with tailored recommendations and alternatives that meet their needs. You can also tailor the entire website to their interests.
It’s all in the mix
The combination of Guided Selling and personalization benefits not only your customers, but also you. You can increase your customers’ overall satisfaction with a smooth shopping experience and create even stronger customer loyalty. In addition to the chatbot, there are also other options such as the Product Advisor to optimally accompany your customers in their customer journey and support them in finding the right product. As always: test the measures used to ensure lasting success. Find out more about testing here.