Future of Customer Service: Conversational Commerce
Since the beginning of 2016, the concept Conversational Commerce — utilizing chat, messaging, or other natural language interfaces to interact with people, brands, or services and bots — have started growing immensely. Because messaging enables ongoing dialog and continuous threads and interaction between customers and brands, unlike unanswered or unseen e-mails or phone calls, messaging platforms increase the opportunities to cross-sell encourage sharing, solicit input and flow seamlessly between commerce and support.
When Uber first integrated Facebook Messenger in its business in 2015, the concept ‘conversational commerce’ came to life. Following this, when messaging apps started surpassing social media networks by 2015, business models around the concept started arising pretty quickly.
Messaging Apps & Chatbot Support for Businesses
Messaging apps are changing how companies are communicating with customers!
We know that the year of 2017 will be about ‘Messaging Apps & Chatbot Support’ for customer service. In 2017, more companies will serve their customers via messaging apps and more companies will experiment chatbot to answer simple customer queries.
Because messaging apps are the intersection point of everyday convenience of most target and potential customers of brands, these apps make customer service more personalized and efficient than ever.
Since messaging platforms provide continuous interaction among customers and brands, unlike traditional methods like e-mail & phone calls, the chance to communicate easier and natural, increase the opportunities to cross-sell and encourage to share more has arose for brands.