Investment in conversational commerce—the online tools that e-commerce brands use to communicate with customers—is projected to grow to $290 million by 2025. These tools help brands to streamline the purchase journey and customer experience (CX):
- Chatbots: With AI technology, chatbots respond conversationally to customer inquiries for you. These can be set to pop up and provide guidance to users without prompting.
- Messaging apps: Facebook Messenger, WhatsApp, and other pre-existing messaging apps can be integrated into your site with API, plugins, or widgets.
- Voice assistance: This software can enable users to make purchases with voice tools like Alexa and Google Home. It’s also an important component of online accessibility.
- Live chat software: This software connects users to a real, on-call human for customer support. It works best for complicated queries and complaints.
Check out winning examples of conversational commerce at Dash Hudson.
