It’s undeniable that conversational commerce has changed ecommerce over the last few years. In particular, how easy it’s made it for consumers to buy as well as communicate with a business.
But what exactly is conversational commerce?
Most people associate the term with purchasing by speaking to a Voice Assistant such as an Alexa or Apple’s Siri. While this is correct, it also covers new customer service technologies – such as Live Chat and Chatbots – that are found on many websites these days. The use of these has become much more common, especially due to the COVID pandemic when people got more accustomed to shopping online.
By the end of 2020 there were more than 4 billion Voice Assistants worldwide, and this number is expected to double by 2024. In turn, many ecommerce stores and websites have begun to optimize their content for commonly spoken search queries.
Chatbots and Live Chat have also become a standard feature on most websites as efficient and accessible ways for customers to speak to a company. Both have proven to be very successful for businesses – Live Chat has shown to increase conversion rates by 82% and Chatbots are the most popular communication channel for young people.
For more statistics and trends around Conversational Commerce, as well as advice on how to optimize for Voice Search and implement Live Chat or a Chatbot onto a website, check out Website Builder Expert’s new infographic about it below:
