Consumers have become accustomed to completing a whole range of actions conveniently without having to personally visit a store
Consumers have become accustomed to completing a whole range of actions conveniently without having to email a business for enquiries, make a phone call or personally visit a store. This is largely because technology has dominated practically every aspect of life today.
This dominance of technology in people’s lives is presenting businesses with new ways of engaging the customer, and key among them is the use of chatbots to automate and simplify the shopping process.
With automated tools, businesses are able to engage their customers through their online decision journey without requiring any human input. Consumers enjoy a stress-free shopping experience while businesses realize tremendous increases in conversion rates.
With this picture in mind, it becomes easier to see why guided digital selling is the next big thing, characterizing the future of eCommerce.
Users love guided shopping
Consumer preferences shape market trends by far. Businesses that offer what people need and want tend to be the most successful. The secret to success lies in understanding what the consumer wants and responding to it by providing it to them the way they want it.
In a study, Aspect Software found that about 40 percent of consumers prefer self-serve messaging apps to phone calls. A separate survey by Business Insider also established that 53 percent (more than half) of consumers would rather shop with a business that uses chat apps.
Ultimately, 89 percent of consumers want a conversational engagement with virtual assistants to speed up their finding of information online, 73 percent want a personalized customer service conversation, while 64 percent prefer to have a proactive consumer service to help them find products or services and give them reminders – according to Nuance Communications.
Chatbots respond to consumer desires
In guided digital commerce, your automated service such as Moxie reminds shoppers to create their shopping lists, in addition to supporting them with advice they need to help them decide the product(s) to buy. This is exactly what most customers prefer.
Businesses therefore have greater opportunities to connect with and engage their prospective customers in real-time. This way it is much easier to resolve any customer service issues instantaneously creating maximum impact. The business can provide shoppers with important information quickly and in an automated fashion at the right point on the sales funnel.
Through guided selling, brands are succeeding to appeal to a wider customer demographic
Consumers have diverse and extremely exacting needs. The only way to reach all of them with satisfactory shopping experiences is through need-oriented product finders.
Chatbots do not offer generalized suggestions to customers, they seek what the customer is looking for in real time and offer suggestions based on the information the customer has provided at that time. This way, each customer receives a most unique experience that is tailored specifically to them.
This direct communication with the customer at the height of their decision-making process improves customer experience and generates the most desirable results for the business.
So, if you want to get the various touch points right, and deliver the experience that customers want then it is time you tried guided digital commerce.